Active Subscription

NorthScope Subscriptions that are current (payment has been received) or where payment is no more than 30 days past the Subscription Renewal Date for each NorthScope Live System.

After-Hours Support

Any request for NLP services required to be performed outside the Standard Support Hours (e.g., an emergency issue that cannot wait until the next business day). After-Hours Support may require multiple contacts and offline research to achieve final resolution. The amount you'll be charged depends on the amount of time spent solving and delivering the solution.

After-Hours Support is only available to customer with an Active NorthScope Subscription.

After-Hours Support is billed based on the terms of the current After-Hours Support rate.

Bug

An error, flaw, or fault in a “shipped” NorthScope feature that causes an incorrect or unexpected result or behaves in unintended ways.

Bug Support

Support related to a software Bug.

Custom Feature

A feature, report, screen modification, or integration that had been added or modified to behave differently from the base system.

Custom Feature Support

Support related to a Custom Feature.

Included Software Version

A NorthScope system with a software version (software release date) less than 12 months from the current published software version.

Live System

The NorthScope software system that is used as the system of record for day-to-day transactions and reports.

Online Documentation

All page help, user guides, FAQs, and release notes that are accessible from within the NorthScope Wiki site.

Standard Support Agreement

The Standard Support Agreement identifies the base level support that is included for every Active Subscription of NorthScope.

Subscription Renewal Date

The month and day that your NorthScope subscription renews each subsequent year.

Support Agreement Renewal Date

The date the NorthScope Support Agreement is automatically renewed. This is set to January 1^st unless otherwise specified.

Support Incident

A single support request and the reasonable effort needed to resolve it. A support issue is a single problem that cannot be further broken down into subordinate issues. If a support request can be broken down into subordinate issues, each subordinate issue shall be considered a separate Support Incident. Support Incidents may require multiple contacts and offline research to achieve final resolution.

• Support issues identified as a NorthScope Bug do not consume a Support Incident

• Each General Support issue or Upgrade Request will consume a single Support Incident.

• A Support Incident can be used for all other Support Request Types, for up to two hours of two-hours of NLP time, at the customer's request. Time spent in excess of two hours for each support issue will be billed as Technical Support or applied to any remaining Support Incidents.

Support Issue - Severity

The Severity identifies the urgency of the support request (Standard, Urgent, or Emergency). The severity is initially set based on the Subject Line of the initial support request but is reviewed and/or updated by NLP.

Note: if a support request is an urgent or emergency level issue, but the submitter did not prefix the Subject Line of the initial email accordingly, NLP will increase the severity to the appropriate level. Conversely, if a support request comes in with an Urgent or Emergency assigned on an issue that is not, NLP will decrease the severity to the appropriate level.

Support Issue - Request Type

The Request Type identifies the nature of the support request. Request Types include:

• General Support: Used for general help, questions, or clarifications.

• Upgrade Request: Requests to Upgrade a single instance of NorthScope.

• Feature Request: Requests for new NorthScope feature or feature enhancement.

• Report Request: Requests for a new report or inquiry.

• Bug: Used to identify something that is not working as it should.

• User License: Request to add a User License(s).

• Other: Requests for a data fix, training, configuration, etc.

Support SLA

The Service Level Agreement that identifies how soon issues will be responded to, based on the both the request Type and Severity.

Support Ticket

A Ticket created in the NLP support system containing a unique ID. Tickets store all the details of a support request whether the request originated as a Standard or After-Hours Support Ticket.

Technical Support

Time spent by NLP, at the request of a customer, on issues that fall outside of Bug Support, Support Incidents, or NorthScope Upgrades. Technical support typically covers areas including, but not limited to new configuration, custom reports/feature development, new training, and any other support related to a NorthScope system that is not on a Current Software Version. Technical Support may require multiple contacts and offline research to achieve final resolution. The amount you'll be charged depends on the amount of time spent delivering the solution. Customers may, at their discretion, request a written estimate and/or a fixed-price quote prior to NLP spending any billable time.

Test System

A separate NorthScope system that is used as a testing, training, or practice system.

Update

The work required to install a NorthScope “Patch”. A patch is a modification, bug-fix, or addition that, when installed, brings the NorthScope system into material conformity with the current specifications of the software.

Upgrade

The work required to upgrade a NorthScope system to a newer released version of the software. Newer NorthScope releases may include improvements in performance or stability, bug fixes, new features/reports, and/or changes to the database.