Support Policy

The TripMapper for Business Support Policy ("Support Policy") accompanies the TripMapper for Business Terms of Service entered into between the Customer and TripMapper. Capitalised terms used in this Support Policy that are not defined herein have the meanings given to them in the TripMapper for Business Terms of Service.

TripMapper offers support services for the Services ("Support") in accordance with the following terms.

Incident reporting

The Customer may report errors or abnormal behaviour of the TripMapper for Business Platform ("Incident") by contacting TripMapper via email at agent@tripmapper.co. The Customer will provide information and cooperation to TripMapper as reasonably required for TripMapper to provide Support. This includes, without limitation, providing the following information to TripMapper regarding the Incident:

Aspects of the TripMapper for Business Platform that are unavailable or not functioning correctly
Incident's impact on the Customer’s business
Start time of Incident
List of steps to reproduce Incident
Wording of any error message

The Customer acknowledges that to properly assess and resolve Incidents, it may be necessary to permit TripMapper direct access to the Customer’s TripMapper TripMapper for Business Account.

Out-of-scope support

TripMapper may reasonably determine that any Support is out-of-scope ("Out-of-scope Support") which means any apparent problem regarding the TripMapper for Business Platform has been reasonably determined by TripMapper not to have been caused by a failure in the TripMapper for Business Platform, but rather by a cause outside TripMapper's control or by a Customer cause, which includes any of the following causes:

any improper use, misuse or unauthorised alteration of the TripMapper for Business Platform by the Customer (including Permitted Users);
any use of the TripMapper for Business Platform by the Customer (including Permitted Users) in a manner inconsistent with the then-current Documentation;
the use by the Customer (including Permitted Users) of any hardware or software not provided by TripMapper; or
the use of a non-current version or release of the TripMapper for Business Platform.

If TripMapper makes any such determination, it shall promptly notify the Customer of that determination. The Customer acknowledges that TripMapper is not obliged to provide Out-of-scope Support.

Incident response

TripMapper will assign a severity level to each Incident and seek to provide responses in accordance with the table below.

Severity level	Description	Response and target response times
1	Business Critical Failures: An error in, or failure of, the TripMapper for Business Platform that: a) materially impacts the operations of the Customer's business or marketability of its service or product; or b) disables major functions of the TripMapper for Business Platform from being performed.	Acknowledgment of receipt of the Incident within 2 hours on a Business Day between 9:00am and 5:00pm ("Business Hours") if notified of the Incident within Business Hours, or within 6 hours if notified on a non Business Day or outside of Business Hours. TripMapper shall exercise commercially reasonable efforts to restore the TripMapper for Business Platform to a state that allows the Customer to continue to use the TripMapper for Business Platform in all material respects within 3 hours of acknowledging the Incident.
2	System defect: An error or failure in the TripMapper for Business Platform (other than a Business Critical Failure) that affects the operations of the Customer's business or marketability of its service or product.	Acknowledgment of receipt of Incident within 4 hours on a Business Day if notified of the Incident within Business Hours, or within 12 hours if notified of the Incident on a non Business Day or outside of Business Hours. TripMapper shall provide a software fix or workaround which allows the Customer to continue to use the TripMapper for Business Platform in all material respects within 24 hours of acknowledging the Incident. TripMapper shall provide a permanent fault correction as soon as practicable.
3	Minor error: An isolated or minor error in the TripMapper for Business Platform that: a) does not significantly affect TripMapper for Business Platform functionality; b) may disable only certain non-essential functions; or c) does not materially impact the Customer's business performance.	Acknowledgment of receipt of Incident within 2 Business Days. TripMapper shall provide a fault correction within 5 Business Days of acknowledging the Incident.

The parties may, on a case-by-case basis, agree to a reasonable extension of the target response time.