Legal FAQ

Service Level Agreement

The Service Level Agreement outlines the service level and scope of support provided by JMA Web Technologies dba Sync with Connex.

The following support terms (this “Terms and Conditions Addendum”) is entered into by and between the parties listed, and as of the Effective Date of registering for a free trial or a new Application account, referencing agreement or other any agreement that references this Terms and Conditions Addendum (the “Referencing Agreement”). For clarity, “Customer” is the specific entity listed on the Referencing Agreement and does not include parents, subsidiaries, or any other affiliated entities. 

Scope 

This Addendum outlines the service level and scope of support provided by JMA Web Technologies dba Sync with Connex (the “Service Provider”). The scope of Service Provider support is limited to the set-up and on-going maintenance of Sync with Connex products (the “Application”).  The Service Provider does not support nor can troubleshoot issues related Intuit’s suite of accounting products or third-party integrations, applications, or plug-ins. In addition, the Service Provide does not offer IT support or services. 

DEFINITIONS


1.1 “Application” refers to both the Sync with Connex Desktop and Sync with Connex Online products. 

1.2 Free Trial Support & Tier One Technical Support” means the support level as set out in Section 2. 

1.3 Technical Support, Tier Two means the support level as set out in Section 3. 

1.4 “Issue” means a failure of the “Application” (as described in the Referencing Agreement) to substantially conform to the functional specifications set forth in the Documentation. Could likewise be referred to as “error.” 

1.5 Customer Support Portal refers to the JMA Web Technologies dba Sync with Connex Help Center and ticketing system. 

1.6 “Response Time” means the time period in which the assigned support resource (or support system) shall provide Customer with an initial technical response as a result of an Issue reported by Customer. 

1.7 “Support” means the support services to be provided by Service Provider to the Customer in accordance with this Addendum. 

1.8 “Term” means the duration set forth in the Referencing Agreement. 

Free Trial & Tier One Technical Support 


2.1 Free Trial Support & Tier One Technical Support. Free Trial and Tier One Technical Support includes the program features that Service Provider makes generally available to its 14-day Free Trial and paid SaaS customer base during the applicable Term as follows: 

2.2 “Support” Defined. Support consists of assistance provided to customers via the Internet with respect to use of the Application and to resolve Issues. Support cases are tracked and managed through access to a support management system operated by Service Provider’s support center (the “Customer Support Portal”). Free Trial customers are serviced by the implementation team; while Tier One Support are serviced via the customer success team. Support is available Monday through Friday during Service Provider’s business hours, excluding local and major holidays. 

2.3 Severity Classification and Response Time Goals. Issues are classified by Service Provider according to severity of impact on the use of the Application, according to the chart below. All disputes regarding severity classification will be resolved by Service Provider in its sole discretion. 

Free Trial Support, Tier One Technical Support Response Time Goals

Severity 

Impact 

Response Time Goal 

High 

Production system performance is degraded, but operational; Issue affects essential functions; or Issue is blocking critical systems outputs or deliverables. 

8 business hours (via the Connex Help Center Portal) 

Medium (normal) 

Production system performance is degraded, but operational; Issue affects essential functions; or Issue is blocking critical systems outputs or deliverables. 

1 business day 

Low 

General product questions relating to development, feature issues, or documentation. 

2 business days 

Technical Support, Tier Two 

3.1 Technical Support, Tier Two. Technical Support, Tier Two includes the program features that Service Provider makes generally available to its paid SaaS customer base as well as the back-end infrastructure that supports the Application. 

3.2 Escalation to Tier Two Support. Support consists of assistance provided to customers via the Internet with respect to use of the Application and to resolve complicated Issues that Tier One Support is unable to solve. As such, if Tier One Support is unable to solve a given Issue, Tier One Support will gather all necessary information that may be required to solve the Issue and escalate to the Tier Two Support team for additional investigation and review. Tier Two Support is available Monday through Friday during Service Provider’s business hours, excluding local and major holidays. 

3.3 Severity Classification and Response Time Goals. Issues are classified according to severity of impact on the use of the Application, according to the chart below. All disputes regarding severity classification will be resolved by Service Provider in its sole discretion. 

Technical Support, Tier Two Support Response Time Goals 

Severity 

Impact 

Response Time Goal 

High 

Production system is down impacting all applications and associated business systems. 

4 hours (via the Connex Help Center Portal) 

Medium (normal) 

Production system performance is degraded, but operational; Issue affects essential functions; or Issue is blocking critical systems outputs or deliverables. 

1 business day 

Low 

General product questions relating to development, feature issues, or documentation. 

3 business days 

OBLIGATIONS OF CUSTOMER

5.1 Support Contact. All communications relating to Support will be supervised, coordinated, and undertaken by no more than two (2) designated contact persons per Customer work-shift who will act as a point of contact between Customer and Service Provider. Each contact must possess or, at Customer’s expense, acquire the necessary expertise and training to diagnose and resolve Issues with direction by Service Provider. 

5.2 Pre-Meeting Procedures. Prior to requesting Support from Service Provider, Customer shall comply with all published operating and troubleshooting procedures for the Application. If such efforts are unsuccessful in eliminating the Issue, Customer shall then promptly notify Service Provider of the Issue. Customer shall confirm that the following conditions are true before contacting Service Provider for support: 

a) Reproduction. If possible, the situation giving rise to the Issue is reproducible in a single supported Application;

b) Support Representative. The Customer contact has the technical knowledge regarding the Application and any other software or hardware systems involved, and in the facts and circumstances surrounding the Issue;

c) Access. The entire system, including all software and hardware, is available to the Customer contact without limit during any communication with Service Provider support personnel; and

d) Availability. If requested and required, Customer must make available to Service Provider a technical representative during support hours of coverage for all Issues. Service Provider reserves the right to suspend all work relating to any Issues during periods for which the Customer does not provide access to a technical representative or requested data to continue work on the Issue. 

5.3 Remote Connection. If appropriate, Customer will cooperate with Service Provider to allow and enable Service Provider to perform Support via remote connection using standard, commercially available remote-control software. Customer will be solely responsible for instituting and maintaining proper security safeguards to protect Customer's systems and data. 

5.4 Updates. Customer acknowledges and agrees that SaaS updates provided by Service Provider pursuant to this Addendum may, in Service Provider’s sole discretion, require additional training of Customer’s personnel. Such training will be performed in accordance with Section 6. 

5.5 Disclaimer. Service Provider will not be responsible to provide Support, updates, or any other maintenance and support to the extent that Issues arise because Customer: (a) misuses, improperly uses, mis-configures, alters, or damages the Application; (b) uses the Application with any hardware or software not recommended by Service Provider; (c) uses the Application at any unauthorized location; (d) fails to install an update to the Application if such update would have resolved the Issue; or (e) otherwise uses the Application in a manner not in accordance with the Referencing Agreement. 

Additional Professional Services

6.1 Scope. Customer may purchase supplemental professional services for an additional fee, such as additional on-boarding time or premium technical support time. Fees related to such services will be set forth in a statement of work signed by both parties. If no fee is stated, then services will be provided at Service Provider’s standard rate for equivalent services in effect at the time the statement of work is executed.  

a) On-Site Services. Sync with Connex does not provide on-site services.

b) Customer may purchase training services with respect to the Application. See “On-boarding & Set-up Overview.”

c) Sync with Connex does not currently provide consultation services.

d) Premium Support. Customer may purchase additional support hours with respect to the Application.

Application Updates

We may upgrade, update, or modify the provision of all or any part of the Application from time-to-time, including to improve functionality or to address any legal or regulatory requirements or to address a change in our policies ("Updates"). You may receive notifications where the Update is material. What constitutes a "material Update" will be determined by us in good faith using our reasonable judgment but will only include an Update that materially affects your use of the Application.  Unless otherwise stated, the Updates are also subject to these Terms and we reserve the right to deploy Updates at any time. Where you do not agree to an Update, your sole remedy shall be to terminate your use of the Services and to comply with the termination obligations set forth in these Terms. Any use of the Services after the Update will constitute your acceptance of the Update.