Konneqt Support Services Policy
Version, effective February 26, 2025
This document sets forth the policies governing the provision of Konneqt Support
Services in accordance with a Subscription.
Creating and Managing Support Cases
The Subscriber may open a support case by visiting the Konneqt online support portal
at https://support.konneqt.io. New Subscribers will receive instructions on accessing
the Konneqt support portal and other available support methods.
There are no limits on the number of authorized users for a support account. A
designated administrator user from the Subscriber’s organization will be granted
access to the support portal. This administrator user will have the authority to add or
remove other users from the support portal.
To ensure we can properly address your issue, please:
• Correctly classify the issue as an Incident, Query, Security Report
Analysis, Service Request, or another applicable category.
• Provide an initial Priority Level for Incidents.
• Identify the specific deployment and products affected or involved.
• Include sufficient details in your report so that Konneqt can replicate or thoroughly understand the Incident and respond appropriately.
• Respond promptly to inquiries from Konneqt’s support team to provide any additional information.
• Engage with stakeholders in your organization to ensure their participation as needed to achieve a satisfactory resolution.
• Provide an initial Priority Level for Incidents.
• Identify the specific deployment and products affected or involved.
• Include sufficient details in your report so that Konneqt can replicate or thoroughly understand the Incident and respond appropriately.
• Respond promptly to inquiries from Konneqt’s support team to provide any additional information.
• Engage with stakeholders in your organization to ensure their participation as needed to achieve a satisfactory resolution.
Support Case Types
A Konneqt Subscription includes access to a support account, which handles various
types of support cases:
• Incident: Represents a failure in one of the specific production or pre
production deployments (if applicable) covered by your Subscription.
• A production deployment is a system that performs or assists in performing legally binding transactions, where a failure in production will have an immediate economic impact on the end users and the organization.
• A pre-production system is part of a release management process, which includes staging, testing, or QA deployments.
• Query: Provides general technical support for Konneqt products and languages.
• Queries may include questions about features, usage, functional implementation, or best practices that arise during evaluation, development, or migration activities.
• A Query does not need to be linked to a specific production or pre production deployment.
• Security Report Analysis: Involves the analysis of security vulnerability reports generated from scans conducted on specific production or pre-production deployments. • If a vulnerability is confirmed, Konneqt will open an Incident to track its resolution.
• Service Request: A request submitted by a Subscriber of a Managed Deployment for a specific task to be performed on the Managed Deployment. • This includes requests for deployment changes or retrieval of information from the deployment.
• Change Request:
• In addition to the case types above, Subscribers can also engage with Change Request records, which track changes to Managed Deployments. • Change Requests are created by Konneqt in response to a Service Request or when a change is initiated by Konneqt.
• A production deployment is a system that performs or assists in performing legally binding transactions, where a failure in production will have an immediate economic impact on the end users and the organization.
• A pre-production system is part of a release management process, which includes staging, testing, or QA deployments.
• Query: Provides general technical support for Konneqt products and languages.
• Queries may include questions about features, usage, functional implementation, or best practices that arise during evaluation, development, or migration activities.
• A Query does not need to be linked to a specific production or pre production deployment.
• Security Report Analysis: Involves the analysis of security vulnerability reports generated from scans conducted on specific production or pre-production deployments. • If a vulnerability is confirmed, Konneqt will open an Incident to track its resolution.
• Service Request: A request submitted by a Subscriber of a Managed Deployment for a specific task to be performed on the Managed Deployment. • This includes requests for deployment changes or retrieval of information from the deployment.
• Change Request:
• In addition to the case types above, Subscribers can also engage with Change Request records, which track changes to Managed Deployments. • Change Requests are created by Konneqt in response to a Service Request or when a change is initiated by Konneqt.
Service Levels
For each Incident, Konneqt strives to respond and resolve the case as quickly as
possible within the Target Response Time, Target Workaround Time (if applicable), and
Target Resolution Time (if applicable), based on the Incident’s Priority Level.
If a Workaround is not achieved within the Target Workaround Time, or if a resolution is not reached within the Target Resolution Time, considering any delays in the Subscriber’s provision of necessary information, the Incident will be escalated to the Konneqt executive team.
At this stage, an Incident “war team” will be formed, consisting of:
• Konneqt support engineers,
• Konneqt executives, and
• Subscriber representatives.
The team will establish a response plan, including:
• Technical assessment
• Evaluation of mitigation strategies
• Resource allocation
• Status update frequency
The support team will work continuously under the direction of the war team until the Incident is fully resolved.
Enterprise Support Plan Service Levels (Purchased Separately)
Hours of Coverage 8 × 5 Business Hours
If a Workaround is not achieved within the Target Workaround Time, or if a resolution is not reached within the Target Resolution Time, considering any delays in the Subscriber’s provision of necessary information, the Incident will be escalated to the Konneqt executive team.
At this stage, an Incident “war team” will be formed, consisting of:
• Konneqt support engineers,
• Konneqt executives, and
• Subscriber representatives.
The team will establish a response plan, including:
• Technical assessment
• Evaluation of mitigation strategies
• Resource allocation
• Status update frequency
The support team will work continuously under the direction of the war team until the Incident is fully resolved.
Enterprise Support Plan Service Levels (Purchased Separately)
Hours of Coverage 8 × 5 Business Hours
Incidents Service Levels
| Priority Level | Target Response Time | Target Workaround Time | Target Resolution Time | Status Update Frequency |
|---|---|---|---|---|
|
P0* |
30 minutes |
4 hours |
48 hours |
4 hours |
|
P1 |
1 hours |
24 hours |
48 hours |
4 hours |
|
P2 |
4 hours |
48 hours |
72 hours |
4 hours |
|
P3 |
6 hours |
72 hours |
1 Business Week |
4 hours |
*P0 priority is applicable for Managed Deployments only.
Query Response and Limits
Query Response and Limits
| Query Type | Target Response Time | Target Resolution Time | Limits |
|---|---|---|---|
|
General Questions |
1 Business Day |
Best efforts |
50 hours |
|
Security Report Analysis |
1 hour |
2 Business Weeks |
N/A |
|
Service Request |
1 Business Day |
Best efforts |
N/A |
Standard/Basic Support Plan Service Levels
Hours of Coverage
Americas: 12×5 (8:00 a.m.–8:00 p.m. GMT-3)
Americas: 12×5 (8:00 a.m.–8:00 p.m. GMT-3)
Incidents Service Levels
| Priority Level | Target Response Time | Target Workaround Time | Environment |
|---|---|---|---|
|
P1 |
2 hours |
12 hours |
Production only |
|
P2 |
4 hour |
24 hours |
Production only |
|
P3 |
8 hours |
72 Business Week |
Production only |
Query Response and Limits
| Query Type | Target Response Time | Limits |
|---|---|---|
|
General Queries |
1 Business Day |
25 hours |
Incidents Service Levels
A Subscriber initially determines the priority level of Incidents based on the severity of
the impact. If a case is misclassified regarding priority level or case type, the support
team, in consultation with the Subscriber, will reclassify it accordingly.
Incident Priority Level Guidelines
| Priority Level | Impact Description |
|---|---|
|
P0 – Catastrophic |
– One or more Supported Konneqt Software components in a Managed Deployment or Managed Third-Party Components is completely unavailable. – The Subscriber requires assistance to comply with a government or legal orderthat mandates the immediate cessation of a service utilizing a Managed Deplyment. |
|
P1 – Critical |
– The Subscriber has experienced a substancial loss of service. – A significant portion of the Subscriber’s mission-critical data is at risk of loss or corruption. – The Subscriber’s business operations have been saverely disruopted. – The subscriber faces a risk of reputational damage. – failure in a pre-production deplyment is blocking a critial release to production. |
|
P2 – High |
– Operations can continue, but long-term producttivity may be affected. – Internal spftware errors cause the Supported Konneqt Product to fail, bur restart or recovery is possible. – Severely degraded performance is observed. |
|
P3 – Medium |
– Some components are impaired, but the system remains usable. – Deplyment milestones are at risk. – Nominal performance degradation is occurring. – Software errors are present but do not critically impact operations. |
Scope
For an Incident to be within the scope of support, it must affect the operation of
specific Supported Konneqt Product instances that are associated with and within the
usage limits defined by the Subscription.
The scope of a Query includes Konneqt products relevant to the specific project. Queries related to completely different projects are out of scope—distinct projects (with different goals, business units, or development and operational teams) should have separate Subscriptions.
Queries are subject to maximum hourly Query Support Limits, as specified in the Subscription Order Form. All hours spent by Konneqt in reaching a satisfactory resolution count toward this limit, except for time spent developing a fix for a product, connector, migration script, or documentation where an error or omission is so severe that it prevents the products from being used at even a basic level.
Security Report Analysis cases are limited to requests for analyzing security reports that are specifically relevant to or generated for a Subscriber’s Konneqt deployments. Resolution of vulnerabilities is not included in this scope—if vulnerabilities are confirmed, they will be escalated as Incidents. Konneqt will investigate issues related to custom product extensions. However, resolutions for such issues may be outside Konneqt’s direct control. Any changes to customized code are at Konneqt’s discretion, and SLA commitments may be suspended for these incidents.
A full resolution to an issue in a custom product extension may require a consulting engagement.
In some cases, the resolution to an Incident may involve advising the Subscriber to seek an alternative solution—particularly when the issue is caused by:
•Hardware failures
• Third-party software •Heavily modified Konneqt products that are outside well-documented and supported extension mechanisms
•Attempts to use the software in an unsupported environment or beyond its published specifications
• Requests that are effectively consulting services
• Issues requiring an on-site visit (unless covered under the Subscription)
Konneqt may suspend the SLA for an Incident—or the entire support account—if the issue is not promptly addressed due to:
•Subscription lapse
• Unauthorized use of Konneqt software in production without a valid Subscription (even if the unsupported software is unrelated to the Incident)
•Exceeding Subscription-defined usage limits
•Failure to comply with applicable license terms
•Abuse or improper use of the support system
• Use of the software for illegal activities
For effective support, Subscriber participation is essential. This includes:
•Promptly responding to requests for information via the support system
•Following Konneqt’s guidance on issue resolution
•Properly installing Updates recommended as part of the resolution
For P1 Incidents, we expect Subscribers to make resources available 24×7 to assist Konneqt’s round-the-clock efforts in resolving the issue. Service Level targets depend on active Subscriber involvement
The scope of a Query includes Konneqt products relevant to the specific project. Queries related to completely different projects are out of scope—distinct projects (with different goals, business units, or development and operational teams) should have separate Subscriptions.
Queries are subject to maximum hourly Query Support Limits, as specified in the Subscription Order Form. All hours spent by Konneqt in reaching a satisfactory resolution count toward this limit, except for time spent developing a fix for a product, connector, migration script, or documentation where an error or omission is so severe that it prevents the products from being used at even a basic level.
Security Report Analysis cases are limited to requests for analyzing security reports that are specifically relevant to or generated for a Subscriber’s Konneqt deployments. Resolution of vulnerabilities is not included in this scope—if vulnerabilities are confirmed, they will be escalated as Incidents. Konneqt will investigate issues related to custom product extensions. However, resolutions for such issues may be outside Konneqt’s direct control. Any changes to customized code are at Konneqt’s discretion, and SLA commitments may be suspended for these incidents.
A full resolution to an issue in a custom product extension may require a consulting engagement.
In some cases, the resolution to an Incident may involve advising the Subscriber to seek an alternative solution—particularly when the issue is caused by:
•Hardware failures
• Third-party software •Heavily modified Konneqt products that are outside well-documented and supported extension mechanisms
•Attempts to use the software in an unsupported environment or beyond its published specifications
• Requests that are effectively consulting services
• Issues requiring an on-site visit (unless covered under the Subscription)
Konneqt may suspend the SLA for an Incident—or the entire support account—if the issue is not promptly addressed due to:
•Subscription lapse
• Unauthorized use of Konneqt software in production without a valid Subscription (even if the unsupported software is unrelated to the Incident)
•Exceeding Subscription-defined usage limits
•Failure to comply with applicable license terms
•Abuse or improper use of the support system
• Use of the software for illegal activities
For effective support, Subscriber participation is essential. This includes:
•Promptly responding to requests for information via the support system
•Following Konneqt’s guidance on issue resolution
•Properly installing Updates recommended as part of the resolution
For P1 Incidents, we expect Subscribers to make resources available 24×7 to assist Konneqt’s round-the-clock efforts in resolving the issue. Service Level targets depend on active Subscriber involvement
Support Levels
Konneqt’s Basic Support Plan and Enterprise Support Plan offer L1–L4 support.
Level 1 (L1) – Initial Case Handling
• Accepting the case from the End User and validating support eligibility.
• Providing an initial response and assigning the case.
• Collecting basic information about the product usage scenario, deployment environment, and configuration to understand the issue thoroughly.
• Providing an initial response and assigning the case.
• Collecting basic information about the product usage scenario, deployment environment, and configuration to understand the issue thoroughly.
Level 2 (L2) – Diagnosis and Known Solutions
• Diagnosing the issue and verifying whether it is related to the Konneqt product
• Applying known solutions, including adjustments related to product usage, configuration, deployment, update levels, or environment settings.
• Applying known solutions, including adjustments related to product usage, configuration, deployment, update levels, or environment settings.
Level 3 (L3) – Advanced Troubleshooting
• Conducting in-depth analysis, reproduction, and debugging of the issue.
• Providing a Fix by reconfiguring settings, adjusting product usage, or modifying the deployed environment.
• Providing a Fix by reconfiguring settings, adjusting product usage, or modifying the deployed environment.
Level 4 (L4) – Product Updates and Documentation Fixes
• Developing a product update or documentation fix that fully resolves the issue.
Updates and Upgrades
Updates are available to Subscribers and other registered users through the Konneqt
Update service at https://konneqt.io/updates. Updates are cumulative within an update
channel—new updates issued by Konneqt include or depend on previous updates
made to the affected component.
Subscribers are encouraged to stay up to date with all relevant Konneqt Updates, which are available for both development activities and production deployment.
If Konneqt determines that an Update is required to remedy an Error in one or more Supported Konneqt Product components, it will act reasonably and in good faith to:
Subscribers are encouraged to stay up to date with all relevant Konneqt Updates, which are available for both development activities and production deployment.
If Konneqt determines that an Update is required to remedy an Error in one or more Supported Konneqt Product components, it will act reasonably and in good faith to:
1. Identify or develop a Fix
2. Build and certify the Fix into an Update
3. Make the Update available through the Konneqt Update service
2. Build and certify the Fix into an Update
3. Make the Update available through the Konneqt Update service
Konneqt will also provide Fixes it develops to the provider or development community
for the affected software component, allowing them to decide whether to commit the
Fix to the component’s source code tree.
Subscribers are encouraged to upgrade regularly. Upgrading to a newer minor or major version does not invalidate your Subscription. Please notify Konneqt of any significant changes in your product usage, as this helps the support team respond more efficiently to support cases.
Note: Konneqt Update services do not apply to Ballerina. If an issue arises with the Ballerina compiler or the Ballerina Library, a resolution may include early access to a patch release, provided via your support account. The fix will then be included in a patch release to the open-source project under open-source license terms. Subscribers are also eligible to receive Security Bulletins and early access to patch releases that address potential security vulnerabilities through the same mechanism.
Subscribers are encouraged to upgrade regularly. Upgrading to a newer minor or major version does not invalidate your Subscription. Please notify Konneqt of any significant changes in your product usage, as this helps the support team respond more efficiently to support cases.
Note: Konneqt Update services do not apply to Ballerina. If an issue arises with the Ballerina compiler or the Ballerina Library, a resolution may include early access to a patch release, provided via your support account. The fix will then be included in a patch release to the open-source project under open-source license terms. Subscribers are also eligible to receive Security Bulletins and early access to patch releases that address potential security vulnerabilities through the same mechanism.
Lifespan and Deprecation
Konneqt commits to supporting each major and minor release of the Supported
Konneqt Product for a minimum of three years from the release date.
After this period, Konneqt may discontinue Support Services for that product version at any time.
Once Konneqt notifies Subscribers of its intent to discontinue support, it will use commercially reasonable efforts to continue supporting the version for at least one additional year after the announcement.
A complete record of the release dates and active support periods for each product version is maintained at: ➡https://konneqt.io/products/support-matrix
After this period, Konneqt may discontinue Support Services for that product version at any time.
Once Konneqt notifies Subscribers of its intent to discontinue support, it will use commercially reasonable efforts to continue supporting the version for at least one additional year after the announcement.
A complete record of the release dates and active support periods for each product version is maintained at: ➡https://konneqt.io/products/support-matrix
Changes to or Discontinuance of Support Services
Konneqt reserves the right to modify this Support Services Policy in accordance with
the terms of the Subscription Agreement between the Subscriber and Konneqt.
Data Retention
This section outlines Konneqt’s policy on user data retention.
• Konneqt will retain the PII of support users, including names and email
addresses, for 90 days after the termination of the contract.
• After this period, Konneqt will delete or securely dispose of the PII to prevent unauthorized access, use, or disclosure.
Retention Period for Support Case Attachments
• Konneqt will retain attachments related to support cases for 90 days after the case is resolved or closed, or from the termination of the contract—whichever occurs first.
• After this period, all attachments will be deleted from Konneqt’s systems.
Retention of Support Portal Data (Excluding Support Cases)
• Konneqt will retain non-support case-related data stored in the support portal for 90 days after contract termination.
• After this period, the data will be permanently deleted from Konneqt’s systems..
• After this period, Konneqt will delete or securely dispose of the PII to prevent unauthorized access, use, or disclosure.
Retention Period for Support Case Attachments
• Konneqt will retain attachments related to support cases for 90 days after the case is resolved or closed, or from the termination of the contract—whichever occurs first.
• After this period, all attachments will be deleted from Konneqt’s systems.
Retention of Support Portal Data (Excluding Support Cases)
• Konneqt will retain non-support case-related data stored in the support portal for 90 days after contract termination.
• After this period, the data will be permanently deleted from Konneqt’s systems..
Questions
For inquiries or correspondence regarding this policy, please contact:
📩 [email protected]
Definitions
“Business Day” means any day, excluding weekends and public holidays, in the United
States of America, unless otherwise specified in a Subscription
“Business Week” means five consecutive Business Days. “Combined Product” means each value-added software application program and/or computer hardware product specified in a Subscription that (i) incorporates the Supported Konneqt Product and (ii) is developed by Subscriber for commercial distribution to more than one End-User.
“Completion Time” means the time elapsed between the acknowledgement of a task and the completion of the task or an ETA of the completion of the task to the reasonable satisfaction of Subscriber, as indicated on the Konneqt Support Portal.
“Query Support Limit” means the maximum allowed utilization within a Subscription term of the support system for raising Queries, measured in hours expended by Konneqt in reaching a resolution.
“Documentation” means any current user guides, operating instructions, release notes, update announcements, installation guides, on-line help files regarding the use of the Supported Konneqt Product, manuals or other materials that are generally made available with the software by Konneqt.
“End User” means Subscriber or a third party licensed to use a Combined Product internally and not for distribution.
“Error” means either (a) a failure of the Supported Konneqt Product to conform to the specifications set forth in the Documentation, resulting in the inability to use, or restriction in the use of, the software, a runtime failure of the systems under Managed Services hosting provided by Konneqt, and/or (b) a problem requiring new procedures, clarifications, or additional information. It does not include development of new features.
“First Level Support” should your Order Form designate it, offers L1-L4 support (detailed under Support Levels in Section 6 above) on a 24x7x365 basis for the Supported Konneqt Product.
“Fix” means either a software modification or addition that, when made or added to the Supported Konneqt Product, corrects the Error or Incident, or a procedure or routine that, when observed in the regular operation of the software, eliminates the practical adverse effect of the Error on Subscriber or End Users.
“Managed Deployment” means a deployment of Supported Konneqt Products, wherein Konneqt assumes full responsibility for hosting and managing the solution, in accordance with the service levels.
“Managed Third Party Component” means a third-party component that is administered by Konneqt as an integral part of a Managed Deployment.
“Second Level Support” should your Order Form designate it, offers L2-L4 support (detailed under Support Levels in Section 6 above) on a 24x7x365 basis for Supported Konneqt Product used in a Combined Product.
“Subscriber” means those individuals and entities that have entered into a Subscription with Konneqt for all necessary licenses and the provision of Support Services.
“Subscription” means the applicable agreement(s) between Konneqt and a Subscriber for the provision of Support Services, including Order Forms.
“Support Case” means a Subscriber-initiated request for assistance created via the support portal.
“Support Services” means access to Konneqt support systems and personnel to be used within the scope and limits as set out in this Support Policy and the Subscription .
“Support Policy” means the policies and procedures as set forth herein.
“Supported Konneqt Product” means the instances of software identified in a Subscription, or upgraded versions thereof, used within the limits proscribed by the Subscription.
“Resolution Time” means the time elapsed between the acknowledgement of an Incident and the final resolution or Fix or an ETA of a Fix to the Incident to the reasonable satisfaction of Subscriber, as indicated on the Konneqt Support Portal. For Incidents categorized with a P0 priority and associated with a Managed Third Party Component, the final resolution is contingent upon the availability of assistance for troubleshooting or a Fix from the respective third-party component vendor.
“Response Time” is defined as the time elapsed between the reporting of an Incident by the Subscriber or Konneqt becoming aware of the Incident (whichever is earlier) and a Konneqt Technical Support Engineer acknowledging the receipt of such report to Subscriber through the Konneqt Support Portal.
“Workaround Time” means the time elapsed between the acknowledgement of an Incident and the provision of a Fix or a Workaround for an Incident, to the reasonable satisfaction of the Subscriber.
“Target” means a goal Konneqt shall endeavor to achieve.
“Workaround” is a temporary solution for an Incident preceding a permanent resolution or Fix.
“Update” means software components, media, printed materials, and online or electronic documentation that augments the capability or addresses a requirement or deficiency in the Supported Konneqt Product. Updates include patches obtained through the Konneqt Update service or delivered directly to the Subscriber
“Business Week” means five consecutive Business Days. “Combined Product” means each value-added software application program and/or computer hardware product specified in a Subscription that (i) incorporates the Supported Konneqt Product and (ii) is developed by Subscriber for commercial distribution to more than one End-User.
“Completion Time” means the time elapsed between the acknowledgement of a task and the completion of the task or an ETA of the completion of the task to the reasonable satisfaction of Subscriber, as indicated on the Konneqt Support Portal.
“Query Support Limit” means the maximum allowed utilization within a Subscription term of the support system for raising Queries, measured in hours expended by Konneqt in reaching a resolution.
“Documentation” means any current user guides, operating instructions, release notes, update announcements, installation guides, on-line help files regarding the use of the Supported Konneqt Product, manuals or other materials that are generally made available with the software by Konneqt.
“End User” means Subscriber or a third party licensed to use a Combined Product internally and not for distribution.
“Error” means either (a) a failure of the Supported Konneqt Product to conform to the specifications set forth in the Documentation, resulting in the inability to use, or restriction in the use of, the software, a runtime failure of the systems under Managed Services hosting provided by Konneqt, and/or (b) a problem requiring new procedures, clarifications, or additional information. It does not include development of new features.
“First Level Support” should your Order Form designate it, offers L1-L4 support (detailed under Support Levels in Section 6 above) on a 24x7x365 basis for the Supported Konneqt Product.
“Fix” means either a software modification or addition that, when made or added to the Supported Konneqt Product, corrects the Error or Incident, or a procedure or routine that, when observed in the regular operation of the software, eliminates the practical adverse effect of the Error on Subscriber or End Users.
“Managed Deployment” means a deployment of Supported Konneqt Products, wherein Konneqt assumes full responsibility for hosting and managing the solution, in accordance with the service levels.
“Managed Third Party Component” means a third-party component that is administered by Konneqt as an integral part of a Managed Deployment.
“Second Level Support” should your Order Form designate it, offers L2-L4 support (detailed under Support Levels in Section 6 above) on a 24x7x365 basis for Supported Konneqt Product used in a Combined Product.
“Subscriber” means those individuals and entities that have entered into a Subscription with Konneqt for all necessary licenses and the provision of Support Services.
“Subscription” means the applicable agreement(s) between Konneqt and a Subscriber for the provision of Support Services, including Order Forms.
“Support Case” means a Subscriber-initiated request for assistance created via the support portal.
“Support Services” means access to Konneqt support systems and personnel to be used within the scope and limits as set out in this Support Policy and the Subscription .
“Support Policy” means the policies and procedures as set forth herein.
“Supported Konneqt Product” means the instances of software identified in a Subscription, or upgraded versions thereof, used within the limits proscribed by the Subscription.
“Resolution Time” means the time elapsed between the acknowledgement of an Incident and the final resolution or Fix or an ETA of a Fix to the Incident to the reasonable satisfaction of Subscriber, as indicated on the Konneqt Support Portal. For Incidents categorized with a P0 priority and associated with a Managed Third Party Component, the final resolution is contingent upon the availability of assistance for troubleshooting or a Fix from the respective third-party component vendor.
“Response Time” is defined as the time elapsed between the reporting of an Incident by the Subscriber or Konneqt becoming aware of the Incident (whichever is earlier) and a Konneqt Technical Support Engineer acknowledging the receipt of such report to Subscriber through the Konneqt Support Portal.
“Workaround Time” means the time elapsed between the acknowledgement of an Incident and the provision of a Fix or a Workaround for an Incident, to the reasonable satisfaction of the Subscriber.
“Target” means a goal Konneqt shall endeavor to achieve.
“Workaround” is a temporary solution for an Incident preceding a permanent resolution or Fix.
“Update” means software components, media, printed materials, and online or electronic documentation that augments the capability or addresses a requirement or deficiency in the Supported Konneqt Product. Updates include patches obtained through the Konneqt Update service or delivered directly to the Subscriber
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