Support time guidelines

Apryse provides maintenance and support Monday through Friday, between the hours of 12:00 AM to 5:00 PM Pacific Time zone (9:00 AM to 2:00 AM Central European Time zone), excluding statutory holidays.

Apryse usually gets to work on any questions or issues submitted right away. Apryse also uses the following Error severity classification to prioritize and correct verifiable and reproducible Errors:

1. Priority 1: an Error which causes a system crash under normal usage.

   Apryse will within two working days of verifying that such an Error is present, initiate work in a diligent manner toward development of an Error Correction.

2. Priority 2: an Error which causes a crash of the Software under normal usage.

   Apryse will within five working days of verifying that such an Error is present, initiate work in a diligent manner toward development of an Error Correction.

3. Priority 3: other Errors.

   Apryse will in the normal course of its general maintenance cycle of the Software, initiate work in a diligent manner toward development of an Error Correction.

Following the correction of an Error (the “Error Correction”), Apryse provides the Error Correction through a ‘temporary fix’ consisting of sufficient programming and operating instructions to implement the Error Correction. Apryse also includes all Error Corrections in all subsequent updates of the Software.