TurnKey Lender

TURNKEY LENDER SUPPORT POLICY

TECHNICAL SUPPORT DESCRIPTION

TurnKey Lender’s technical support is committed to providing great service and resolving technical inquiries in the shortest possible time.

Technical Support is provided to customers with a valid agreement and support fees paid for TurnKey Lender Software. It is provided to customers who are experiencing operational and/or usability issues. It can also assist with how-to questions on functionality or usability, with administration and/or configuration, documentation/information requests, including enhancement or feature requests.

Service Provider will provide Help Desk support to Subscriber. Technical Support is provided remotely and does not include on-site assistance. Our primary and only support language is English.

Technical Support for non-production installations of TurnKey Lender software is provided to customers with valid maintenance, but severity levels and response times do not apply.

Technical Support will include any research and resolution activity performed by the Service Provider.

TECHNICAL SUPPORT PROBLEM SEVERITY LEVELS

ESCALATION MATRIX (PREMIUM PLUS SUPPORT)

Level 1 hour 2 hours 8 hours 24 hours 48 hours
Severity 1
JIRA Service Desk
Head of Support
Head of Support
Head of Enterprise
Account manager
Severity 2
JIRA Service Desk
JIRA Service Desk
Head of Support
Head of Support
Head of Enterprise
Severity 3
JIRA Service Desk
JIRA Service Desk
JIRA Service Desk
Head of Support
Head of Support
Severity 4
JIRA Service Desk
JIRA Service Desk
JIRA Service Desk
JIRA Service Desk
Head of Support
Level 1 hour 2 hours 8 hours 24 hours 48 hours
Severity 1
JIRA Service Desk
Head of Support
Head of Support
Head of Enterprise
Account manager
Level 1 hour 2 hours 8 hours 24 hours 48 hours
Severity 2
JIRA Service Desk
JIRA Service Desk
Head of Support
Head of Support
Head of Enterprise
Level 1 hour 2 hours 8 hours 24 hours 48 hours
Severity 3
JIRA Service Desk
JIRA Service Desk
JIRA Service Desk
Head of Support
Head of Support
Level 1 hour 2 hours 8 hours 24 hours 48 hours
Severity 4
JIRA Service Desk
JIRA Service Desk
JIRA Service Desk
JIRA Service Desk
Head of Support

SERVICE LEVELS

AVAILABILITY SERVICE LEVEL

DEFINITIONS

1.

Actual Uptime shall mean the total minutes in the reporting month that the Services were actually available to Authorized Users for normal use.

2.

Maintenance Window shall mean the total minutes in the reporting month represented by the following day(s) and time(s) during which Service Provider shall maintain the Services: 60 minutes one time per month.

3.

Scheduled Downtime shall mean the total minutes in the reporting month represented by the Maintenance Window. The following downtime and maintenance windows shall not constitute downtime:

4.

Scheduled Uptime shall mean the total minutes in the reporting month less the total minutes represented by the Scheduled Downtime.

SERVICE LEVEL STANDARD

Services will be available to Authorized Users for normal use 99.00% of the Scheduled Uptime.

Details of service level agreement, available at www.turnkey-lender.com/sla (or a successor location).

TECHNICAL SUPPORT PROBLEM RESPONSE SERVICE LEvel

DEFINITION

Total Problems shall mean the total of problems occurring in the reporting month.

SERVICE LEVEL STANDARD

Problems shall be confirmed as received by Service Provider 90% of the time each reporting month, in accordance with the Request Response Time associated with the Problem Severity Level.

TurnKey Lender is not required to provide any support under the Agreement and this SLA directly related to defects or malfunctions attributable to any of the following:

1.

A defect that TurnKey Lender cannot reasonably reproduce given a series of steps that Customer has taken to produce the Defect, using the then current version of the SaaS delivered by TurnKey Lender to Customer.

2.

The hardware or operating system on which Customer connects to SaaS.

3.

Use of the SaaS not in accordance with TurnKey Lender’s then-current documentation.

4.

Gross negligence of the Customer, misuse or operator error; failure of any other software (e.g. database software) that connects to the SaaS.

5.

Any other cause which, in the Parties’ mutual reasonable determination, is not inherent in.

TurnKey Lender will be supporting Customer in good faith, using reasonable efforts, to determine, confirm, and resolve Defects related to points 1. to 5. above.

ACCESS TO DOCUMENTATION, HOW-TO ARTICLES, AND KNOWLEDGE BASE

Customers under valid agreement have access to the TurnKey Lender documentation, how-to articles and knowledge base pages located at: TurnKey Lender Knowledge Base.

SUPPORT OFFERINGS

Dependent on client’s needs, TurnKey Lender offers different support offerings that are located at TurnKey Lender SLA. For all customers who have a valid agreement for their product for a licensed period any Support offering includes:

CONTACTING TURNKEY LENDER SUPPORT

Technical Support can be contacted via Help Desk only.

HELP DESK

If you have a product question that our documentation or training videos do not answer or experienced an error while using the product an appropriate request should be opened.