Support Policy
This Support Policy (this “Policy”) is incorporated into the agreement between Interfere, Inc. (“Interfere”) and Customer referencing this Policy (the “Agreement”). Capitalized terms used but not defined in this Policy will be understood to have the meanings given to them in the Agreement.
1. Priorities and Initial Response Times
Interfere will meet the P0 and P1 initial response commitments below and will use commercially reasonable efforts to meet the P2, P3, and P4 targets. Priority reflects the impact on Customer’s production use; an issue need not affect other customers to qualify.
| Priority | Definition | Response Time |
|---|---|---|
| P0 | Critical incident: complete loss of a core Service, or an active incident causing severe data loss, unauthorized access, or uncontrolled harmful actions. Immediate intervention is required. | 1 calendar hour (commitment) |
| P1 | Major incident: a critical production function is unavailable or severely impaired, materially blocking operations, with no reasonable workaround. | 1.5 calendar hours (commitment) |
| P2 | Significant degradation or a noncritical function failure; production use continues, including through a reasonable workaround. | 4 Support Hours (target) |
| P3 | Minor defect or limited impairment with little effect on production operations. | 8 Support Hours (target) |
| P4 | General guidance, configuration questions, documentation requests, or enhancement requests. | 16 Support Hours (target) |
2. Support Availability
P0 and P1 issues receive support 24 hours a day, seven days a week, including weekends and holidays. P2, P3, and P4 issues receive support from 8:00 a.m. to 11:00 p.m. U.S. Eastern Time, Monday through Friday, excluding U.S. federal holidays on their observed dates (the “Support Window”). “Support Hours” means elapsed hours within the Support Window; each Support Hour consists of sixty (60) minutes.
3. Submission and Response Measurement
Customer may submit requests through the support channels identified in the Order Form or designated by Interfere in writing. Interfere will designate and monitor a channel for urgent reports 24/7. Interfere may change an administrative support-channel address by prior written notice, provided the change does not reduce agreed availability or response commitments. Interfere will continue to monitor the existing channel until the replacement channel is operational and notice has been provided. Until another channel is designated, requests may be sent to legal@interfere.com, which Interfere will monitor for P0 and P1 reports 24/7. Customer will identify urgent reports as P0 or P1 and describe the known business impact. A missing priority label does not delay the initial response period if the reported facts identify a P0 or P1 incident.
The initial response period begins upon actual receipt through a designated support channel of a report identifying Customer, the affected Service, and a description sufficient to identify the issue and its known impact. Customer will provide reasonably available diagnostic information and reproduction steps through secure channels, but complete logs or reproduction steps are not a prerequisite to an initial response. An initial response is a human acknowledgment that addresses the reported issue and provides an assessment, a relevant diagnostic request, or next steps. An automated acknowledgment does not qualify.
P0 and P1 initial response periods run continuously from receipt, including overnight, weekends, and holidays. P2, P3, and P4 initial response periods accrue only during the Support Window. For a report received outside the Support Window, measurement begins at the start of the next Support Window. Measurement pauses at the end of each Support Window and resumes at the start of the next. The Agreement’s provisions governing the effectiveness of legal notices do not apply to receipt of support reports under this Section.
4. Priority Classification
Customer proposes a priority based on impact. Interfere may reasonably reclassify an issue using the definitions above and will promptly explain the reason to Customer. If an issue is reclassified based on the facts originally reported, the applicable initial response period is measured from the original receipt time. If a newly reported material increase in impact warrants a higher priority, the higher-priority response period begins upon receipt of that report. Reclassification does not excuse a failure to meet an initial response commitment. A workaround may justify a lower priority only to the extent it materially reduces the impact under the definitions in Section 1.
5. Investigation and Communications
After responding, Interfere will use commercially reasonable efforts to investigate and restore affected functionality. For P0 and P1 incidents, these efforts continue 24/7 while the urgent impact persists, including coordination with relevant providers. Customer will provide a reachable technical contact and reasonably cooperate. For P0 and P1 incidents, Interfere will provide updates at reasonable intervals while the urgent impact persists and promptly following a material change in status. Each update will describe the current status, material actions taken, and next steps, to the extent known. The Parties may agree to a different update frequency in writing.
6. Support Scope and Remedies
Initial response times are not resolution deadlines. Support covers permitted use of the subscribed Services and Interfere-provided integrations. General maintenance or development of Customer code, repair of independently malfunctioning customer-selected third-party products, custom development, and enhancements require separate agreement. For P0 and P1 incidents caused by the Services, Interfere’s investigation and restoration efforts include commercially reasonable assistance to contain ongoing harmful actions and identify available rollback or recovery steps, subject to the authorization requirements in Section 1.5 of the Agreement. This assistance does not transfer responsibility for maintaining backups and rollback procedures or guarantee recovery of data or correction of every defect in Output. Interfere remains responsible for its own contractual obligations, including those concerning its subcontractors. These scope limits do not delay an initial response to a qualifying report.
The Agreement’s warranties, security-incident notification duties, remedies, and liability limits apply to this Policy. This Policy creates no service credits unless an Order Form expressly provides them; the Service Credits described in the Service Level Agreement apply only to the uptime commitment. Neither these response rules nor priority classification replaces a separate security-incident notification duty. Except for administrative support-channel changes expressly permitted under Section 3, amendments to this Policy must be signed by both Parties in accordance with Section 9.4 of the Agreement.