Introduction These Support Terms outline the technical support framework provided by Auto Mate and what is expectedfrom Autom Mate partners to ensure effective resolution of issues and queries related to Auto Mate solutions. The support is tiered into three levels: Level 1 (L1), Level 2 (L2), and Level 3 (L3).

1.1.Level 1 (L1) Support: Provided by Customer:

• Responsibilities: The nature of the Autom Mate solutions requires some knowledge and skill on thepart of the end user customer. If customer is not able to perform these tasks and requests it from either an Autom Mate partner or direct from Autom Mate, these requests will be treated as a services engagement which will be chargeable at then prevailing rates. Customer is expected to perform:
  • Basic troubleshooting and remediation.
  • Handling configuration queries, building their own workflows and maintaining them and minor adjustments.
  • Escalation to Level 2 support for unresolved issues.

1.2.Level 2 (L2) Support: Provided by Partners:

• Responsibilities: Each Autom Mate partner is expected to have in-depth knowledge and skill sufficient to handle support queries from end user customers including:
  • Initial response to customer queries.
  • In-depth technical support, resolving workarounds and fixes that do not require code level changes.
  • Handling more complex configuration issues.
  • Managing system updates and patches (when applicable).
  • Logging and tracking of incidents that require escalation to L3.
  • Escalation to Level 3 support for code-related issues.
• Expected Response Times: Within 48 hours of receiving the query.

1.3. Level 3 (L3) Support: Provided by Autom Mate:

• Responsibilities:
  • Code level changes and issue resolution.
  • Handling requests for information / enhancements (RFI) and requests for changes (RFC).
  • Overseeing major software updates and architecture changes.
  • Providing detailed technical documentation and guidance for complex issues resolved.
• Target Response Times: Within 48 hours of escalation from L2.

2.1. Support requests are preferably initiated using the Autom Mate support portal. Alternative channel is email – where a delayed response should be expected.

2.2. Regular updates will be provided when using the Autom Mate support portal as communication channel. Expect delayed updates when using alternative support communication channels like email or direct messaging.

3.1. L3 Support covers all software-related issues where the software is not functioning as documented (often referred to as ‘software bug’).

3.2. L3 Support does not cover hardware issues or third-party software not included in the Auto Mate solution.

4.1. Customers and/or Partners must provide detailed information on issues encountered, including steps to reproduce, screenshots, and relevant logs.

4.2. Customers and/or Partners must utilize the support system responsibly and adhere to the guidelines provided.

5.1. To respond promptly and courteously to all user queries.

5.2. To maintain confidentiality and security of user data.

6.1. The support provided by Autom Mate is subject to the terms and conditions of the Autom Mate EULA agreement published at https://www.autommate.com/eula/.

6.2. These Support Terms may be updated periodically, with changes communicated to all relevant parties and published on the Autom Mate website.