QSCIM Support Services Policy

Effective Date: July 7, 2025

1. Purpose

This document defines the scope, responsibilities, and conditions of the support services provided by Konneqt for its QSCIM solution. The objective is to ensure a clear understanding of what is included in standard support, what constitutes consulting services, and how additional services are handled contractually.

2. Scope of Support Services

Konneqt provides standard support services as part of an active QSCIM Subscription. These services are divided into three distinct areas:

2.1. Deployment Support

• Assistance with the provisioning and activation of QSCIM environments (SaaS, on-premises, or hybrid).
• Guidance on access configuration, connector deployment from the built-in library, and system validation.

2.2. Setup Support

• Help configuring QSCIM components to become operational according to standard implementation practices.
• Support includes setting up provisioning pipelines, authentication methods, and endpoint registration.

2.3. Product Usage & Connector Guidance

• Response to comprehensive questions related to how QSCIM works.
• Guidance and documentation support for built-in connectors (e.g., Oracle, LDAP, Azure AD) that are part of the standard connector library.

Note: If a user requests help setting up a standard connector (e.g., Oracle), Konneqt will direct the user to the appropriate documentation and standard mapping templates.

3. Out-of-Scope Services

The following requests are considered out of scope for standard support and fall under consulting or professional services agreements:

3.1. Advanced Configuration Support

• If the Subscriber requires Konneqt to assist beyond what is available in documentation (e.g., deep customization or non-standard configurations of existing connectors), it will be treated as a consulting engagement.

3.2. Custom Connector Development

• The creation, customization, or extension of connectors to meet specific business or technical requirements is not included in standard support.
• These services are available separately and require a custom service agreement.
• QSCIM supports custom connector development as part of its capabilities, but custom connectors are sold and delivered separately.

4. 8×5 Support Policy

4.1. Availability

Konneqt provides support during standard business hours — 8×5 coverage, from 8:00 a.m. to 5:00 p.m. local business time (Monday to Friday, excluding public holidays).

4.2. Scope

• Applies to incidents, setup assistance, and usage questions submitted within covered hours.
• Severity-based response targets apply to reported issues, and escalation paths are available when necessary.

Important: Most Konneqt partners are certified to offer 24×7 services if required. In such cases, this becomes a revenue stream for partners, not Konneqt.

5. Service Levels (L1–L4)

Konneqt provides tiered technical support:

• L1: Case intake and validation
• L2: Diagnosis and known issue resolution
• L3: Advanced debugging and reproduction
• L4: Product-level fixes and update delivery

6. Responsibilities of the Subscriber

For support to be effective, the Subscriber must:

• Accurately classify the issue type (Incident, Query, Service Request).
• Respond promptly to information requests.
• Follow all installation and usage guidance provided.
• Remain within the usage limits defined in their Subscription.

Failure to comply may result in suspended SLAs or limited support response.

7. Requesting Support

Support requests must be submitted through the official portal: https://support.konneqt.io

Subscribers must:

• Include relevant details for reproduction and diagnosis.
• Specify the affected environment and connector.
• Use the designated administrator account to manage support access.

8. Modifications to the Policy

Konneqt reserves the right to update this Support Policy at any time. Subscribers will be notified of any material changes.

For questions or clarifications, contact: support@konneqt.io