Standard Terms and Conditions for Model Subscription Service
These Standard Terms and Conditions for Model Subscription Service (these “Terms of Service”) provide the terms and conditions pursuant to which cQuant.IO (“cQuant”) makes its model subscription service available to customers. The Service enables customers to access and use a variety of models, including econometric, statistical, mathematical, problem-solving and logistical models (each a “Model”), that are hosted by or on behalf of cQuant in a proprietary web application.
ACCEPTANCE OF TERMS OF SERVICE. By using this Web site (the “Site”) in any way, including using any of the services or functionality (the “Service”) made available or enabled via the Site by cQuant, the organization for which the Service is used (“Customer”) agrees to these Terms of Service. The person registering with cQuant represents that he or she has the authority to bind Customer to these Terms of Service of Service. cQuant makes the Service available only if Customer has agreed to pay a fee and created or received a username and password or other log-in ID and password (“Log-In Information”). Certain parts of the Service may also be subject to posted guidelines, rules or terms (“Additional Terms”). If there is any conflict between these Terms and the Additional Terms, the Additional Terms will take. Reference in this document to these “Terms of Service” will include the Additional Terms, if any. cQuant may change these Terms of Service from time to time at its sole discretion, and if cQuant makes any material changes, cQuant will notify Customer by sending an email to the last email address Customer provided or by posting notice of the change on the Site. Any material changes to these Terms of Service will be effective upon the earlier of 30 calendar days following dispatch of an email notice to Customer or 30 calendar days following posting of notice of the changes on the Site. These changes will be effective immediately for new users of the Site or Service. cQuant may require Customer to provide consent to the updated Terms of Service in a specified manner before further use of the Service is permitted. Otherwise, Customer’s continued use of the Site or the Service after the effective date of the changes constitutes Customer’s acceptance of the changes.
DEFINITIONS. Capitalized terms shall have the meanings set forth in this section or elsewhere in this document.
“Content” means, without limitation, any and all information, data, results, ideas, plans, sketches, texts, files, links, images, photos, video, sound, inventions (whether or not patentable), notes, works of authorship, articles, feedback, or other materials. Models are not included in “Content”.
“Customer Data” means any Content provided, imported or uploaded to, generated, or otherwise used by Customer or on Customer’s behalf with the Service.
“Documentation” means all specifications, user manuals, and other technical materials relating to the Service.
“Intellectual Property Rights” means any and all now known or hereafter existing (a) rights associated with works of authorship, including copyrights, mask work rights, and moral rights; (b) trademark or service mark rights; (c) trade secret rights; (d) patents, patent rights, and industrial property rights; (e) layout design rights, design rights, and other proprietary rights of every kind and nature other than trademarks, service marks, trade dress, and similar rights; and (f) all registrations, applications, renewals, extensions, or reissues of the foregoing, in each case in any jurisdiction throughout the world.
“License Administrators” means those Users designated by Customer who are authorized to purchase licenses using the cQuant’s online system or by executing written Order Forms and to create User accounts and otherwise administer Customer’s use of the Service.
“License Term” means the period during which a specified number of Users are licensed to use the Service. The License Term will be as stated in the Order Forms.
“Order Form” means the form for the initial subscription for the Service and any subsequent order forms submitted and accepted online or in written form and specifying, among other things, the number of Users, the Models licensed, the applicable fees, the billing period, and other charges as agreed to between the parties, each of which becomes incorporated into and a part of these Terms of Service.
“Users” means Customer’s employees or contractors who are authorized to utilize the Service and who are provided with access to the Service via username and password.
LICENSE GRANT AND RESTRICTIONS
License Grant. Subject to all the provisions of these Terms of Service, cQuant grants Customer a non-exclusive, non-transferable license to use the Service as specified in Customer’s Order Form solely for Customer’s internal business purposes during the License Term.
Limitations. Customer agrees that Customer will not: (a) permit any party to access and/or use the Service, other than the specific, named Users authorized under this Agreement; (b) rent, lease, loan, or sell access to the Service to any third party; (c) interfere with, disrupt, alter, translate, or modify the Service or any part thereof (d) reverse engineer or access the Service in order to (i) build a competitive product or service, (ii) build a product using similar ideas, features, functions or graphics of the Service, or (iii) copy any ideas, features, functions or graphics of the Service; (e) without cQuant’s express written permission, introduce software or automated agents or scripts to the Service so as to produce multiple accounts, generate automated searches, requests and queries, or to strip or mine data from the Service; (f) perform or publish any performance or benchmark tests or analyses relating to the Service or the use thereof; or (g) cover or obscure any page or part of the Service via HTML/CSS, scripting, or any other means, if any. Except as expressly set forth herein, no express or implied license or right of any kind is granted to Customer regarding the Service or any part thereof.
License to Models. cQuant hereby grants Customer a license to execute the Models specified in Customer’s Order Form (“Licensed Models”) as part of the Service. No license is granted to, and Customer agrees not to, use, reproduce, distribute, create derivative works of, perform, display, or execute any Model available through the Service, except through the Service. Customer will not remove any copyright or other proprietary notices contained in the Service (including the Licensed Models). Nothing in this Agreement restricts Customer’s use, distribution, or creation of any derivative works, with respect to any Customer Data.
Usernames and Passwords. cQuant may provide each User (or allow each User to specify) a unique username and password to enable such User to access the Service pursuant to this Agreement. Customer will ensure that each username and password will be used only by the specific, named User to whom it was issued, i.e., this is not a software license of the type commonly referred to as a “concurrent use license”. Customer is responsible for maintaining the confidentiality of all Users’ usernames and passwords, and is solely responsible for all activities that occur under these usernames. Customer agrees (a) not to allow a third party to use Customer’s account, usernames or passwords at any time; and (b) to notify cQuant promptly of any actual or suspected unauthorized use of Customer’s account, usernames or passwords, or any other breach or suspected breach of these Terms of Service. cQuant reserves the right to terminate any username and password, which cQuant reasonably determines may have been used by an unauthorized third party. User licenses cannot be shared or used by more than one individual User but may be reassigned from time to time to a new User who is replacing a former User who has terminated employment or otherwise changed job status or function and no longer uses the Service.
IP Ownership. The Service and all Intellectual Property Rights in the Service, and any of the cQuant proprietary technology, including software, hardware, products, processes, algorithms, user interfaces, know-how, technologies, designs and other tangible or intangible technical material or information made available to Customer by cQuant in providing the Service (including the Models), but excluding the Customer Data (the “cQuant Technology”), is the exclusive property of cQuant or its suppliers. Customer hereby assigns to cQuant any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by Customer related to the Service or the cQuant Technology. Except as expressly set forth herein, no express or implied license or right of any kind is granted to Customer regarding the Service, the cQuant Technology, or any part of the foregoing, including any right to obtain possession of any source code, data or other technical material relating to the cQuant Technology. All rights not expressly granted to Customer are reserved to cQuant.
Charges. Customer shall pay all fees or charges to Customer’s account in accordance with the fees, charges, and billing terms in effect at the time a fee or charge is due and payable. Payments must be made in advance unless otherwise mutually agreed upon. All payment obligations are non-cancelable and all amounts paid are nonrefundable. cQuant may require a valid credit card as a condition to signing up for the Service. An authorized License Administrator may add license rights by executing an additional written Order Form and paying the applicable fees. cQuant reserves the right to modify its fees and charges and to introduce new charges at any time, upon at least thirty (30) days prior notice to Customer, which notice may be provided by email.
Billing and Renewal. cQuant charges and collects in advance for use of the Service. Any amounts not paid when due shall bear interest at the rate of one and one-half percent (1.5%) per month, or the maximum legal rate, if less. cQuant shall be entitled to withhold performance and discontinue service until all amounts due are paid in full. cQuant’s fees are exclusive of all taxes, levies or duties imposed by taxing authorities, and Customer shall be responsible for payment of all such taxes, levies, or duties, excluding only United States taxes based solely on cQuant’s income. Customer agrees to provide cQuant with complete and accurate billing and contact information. This information includes Customer’s legal company name, street address, email address and name and telephone number of an authorized billing contact and License Administrator. Customer agrees to update this information within thirty (30) days of any change to it. If the contact information Customer have provided is false or fraudulent, cQuant may terminate Customer’s access to the Service in addition to any other legal remedies.
CUSTOMER DATA AND CONDUCT
Customer Logos. Customer grants cQuant a non-exclusive, worldwide, royalty-free and fully paid license to display Customer’s logos on customer lists that cQuant may disclose publicly.
Content and Conduct. Customer represents and warrants that any Customer Data shall not (a) infringe any copyright, trademark, or patent; (b) misappropriate any trade secret; (c) contain any viruses, worms or other malicious computer programming codes able to damage the Service or any systems that provide the Service; or (d) otherwise violate the rights of a third party.
Systems Use and Security. cQuant reserves the right to establish or modify its general rules and limits relating to the storage and processing of Customer Data. cQuant shall provide reasonable logical and physical security designed to protect the Service and Customer Data. cQuant generally use the services of a hosting provider to run the Service, which is currently Microsoft’s Azure platform, and cQuant and Customer will rely on the security policies and practices of that provider. The logical and physical security provided by cQuant will include, but not be limited to (a) a defined security administration practice and process including account and password administration; and (b) ensuring that only authorized cQuant employees and contractors who have a need for physical access to provide the Service will have such access to the equipment and Customer Data.
Content Loss. Customer represents and warrants that Customer shall keep and maintain Customer’s own copy of all Customer Data that is provided to the Service and cQuant. cQuant is not obligated to back up any Customer Data that is posted on the Service. cQuant, therefore, recommends that Customer create backup copies of any Customer Data uploaded to or generated by the Service at Customer’s sole cost and expense. Customer agrees that any use of the Service contrary to or in violation of Customer’s representations and warranties in this section constitutes improper and unauthorized use of the Service. Customer agrees that cQuant may (but has no obligation to), in cQuant’s sole discretion, remove or modify any Customer Data which it deems to violate Customer’s representations and warranties in this section. In the event of a loss of Customer Data caused by cQuant, cQuant will use commercially reasonable efforts to recover the Customer Data. If cQuant performs recovery services for a loss of Customer Data not caused by cQuant, Customer agrees to pay cQuant’s then-current time and materials rate to recover the Customer Data. The foregoing constitutes Customer’s sole and exclusive remedy for any loss of Customer Data.
Access to Customer Data On Termination. In the event Customer’s access to the Service is terminated (other than by reason of Customer’s breach), cQuant will make available to Customer a file of the Customer Data if requested in writing by Customer within thirty (30) days after such termination. Customer agrees and acknowledges that cQuant has no obligation to retain the Customer Data, and may delete such Customer Data, at any time on or after the thirty-first (31st) day following termination. cQuant reserves the right to withhold, remove and/or discard Customer Data, without notice, for any breach, including, without limitation, Customer’s non-payment. Upon termination for cause, Customer’s right to access or use Customer Data shall immediately cease, and cQuant will have no obligation to maintain or provide any Customer Data.
THIRD PARTY CONTENT. Customer represents and warrants that any Content from any third party that Customer uses or has access to shall not (a) be copied, altered, or redistributed by Customer without the prior written consent of the owner of such Content; or (b) be used in any documents, reports, presentations or publications by Customer without the prior written consent and without attribution to the owner and/or author of such Content or to any other sources of such Content as may be appropriate.
CQUANT USE OF INFORMATION. cQuant collects information and data on how the Service is used by customers (such as, but not limited to, data set sizes, Model run-times, frequency of Model runs) and reserves the right to disclose to and share such information and data with third parties in an anonymous and aggregated form at its discretion. cQuant will maintain the confidentiality of Customer’s data, will not disclose such data to any third parties except in aggregated and anonymized form, and will not knowingly and intentionally use Customer data for any purpose other than rendering the Service to Customer.
LIMITATION OF LIABILITY
Types of Damages. TO THE EXTENT LEGALLY PERMITTED UNDER APPLICABLE LAW, IN NO EVENT SHALL CQUANT, OR ITS SUPPLIERS AND LICENSORS, BE LIABLE TO CUSTOMER FOR ANY SPECIAL, INDIRECT, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, INCLUDING DAMAGES OR COSTS DUE TO LOSS OF PROFITS, DATA, USE OR GOODWILL, PERSONAL OR PROPERTY DAMAGE RESULTING FROM OR IN CONNECTION WITH CQUANT’S PERFORMANCE HEREUNDER OR THE USE, MISUSE, OR INABILITY TO USE THE SERVICE OR OTHER PRODUCTS OR SERVICES HEREUNDER, REGARDLESS OF THE CAUSE OF ACTION OR THE THEORY OF LIABILITY, WHETHER IN TORT, CONTRACT, OR OTHERWISE, EVEN IF CQUANT HAS BEEN NOTIFIED OF THE LIKELIHOOD OF SUCH DAMAGES. IN NO EVENT SHALL CQUANT BE LIABLE FOR COSTS OF PROCURING OR USING SUBSTITUTE PRODUCTS OR SERVICES, I.E., “COVER”. IN ADDITION TO THE OTHER LIMITATIONS STATED ABOVE IN THIS PARAGRAPH, IN NO EVENT SHALL CQUANT’S SUPPLIERS HAVE ANY LIABILITY ARISING OUT OF OR IN ANY WAY CONNECTED WITH THE SERVICE.
Amount of Damages. THE MAXIMUM LIABILITY OF CQUANT OR ANY OF ITS SUPPLIERS AND LICENSORS ARISING OUT OF OR IN ANY WAY CONNECTED TO THESE TERMS OF SERVICE OR THE SERVICE SHALL NOT EXCEED THE FEES PAID BY CUSTOMER TO CQUANT DURING THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE CLAIM. THE EXISTENCE OF ONE OR MORE CLAIMS UNDER THESE TERMS OF SERVICE WILL NOT INCREASE THE AFOREMENTIONED LIABILITY LIMIT.
Basis of the Bargain. The parties agree that the limitations of liability set forth in this section shall survive and continue in full force and effect despite any failure of consideration or of an exclusive remedy. The parties acknowledge that the prices have been set and the Agreement entered into in reliance upon these limitations of liability and that all such limitations form an essential basis of the bargain between the parties.
By cQuant. cQuant will defend at its expense any suit brought against Customer, and will pay any settlement cQuant makes or approves, or any damages finally awarded in such suit, insofar as such suit is based on a claim by any third party alleging that the Service misappropriates any trade secret recognized under the Uniform Trade Secrets Act or infringes any United States copyright. If any portion of the Service becomes, or in cQuant’s opinion is likely to become, the subject of a claim of infringement, cQuant may, at cQuant’s option: (a) procure for Customer the right to continue using the Service; (b) replace the Service with non-infringing services which do not materially impair the functionality of the Service; (c) modify the Service so that it becomes non-infringing; or (d) terminate the Service and refund any fees actually paid by Customer to cQuant for the remainder of the License Term then in effect, and upon such termination, Customer will immediately cease all use of the Service. Notwithstanding the foregoing, cQuant shall have no obligation under this section or otherwise with respect to any infringement claim based upon (w) any use of the Service not in accordance with these Terms of Service or the documentation; (x) cQuant’s conformance to Customer’s specifications; (y) any use of the Service in combination with other products, equipment, software or Content not supplied by cQuant; or (z) any modification of the Service by any person other than cQuant or its authorized agents. This subsection states Customer’s sole and exclusive remedy for infringement claims and actions.
By Customer. Customer will defend at Customer’s expense any suit brought against cQuant and will pay any settlement Customer makes or approves or any damages finally awarded in such suit insofar as such suit is based on a claim by any third party based upon, resulting from or related to any improper or unauthorized use of the Service by Customer or Customer’s Users. This section states the sole and exclusive remedy of cQuant for such claims and actions.
Procedure. The indemnifying party’s obligations as set forth above are expressly conditioned upon each of the following: (a) the indemnified party shall promptly notify the indemnifying party in writing of any threatened or actual claim or suit; (b) the indemnifying party shall have sole control of the defense or settlement of any claim or suit; and (c) the indemnified party shall cooperate with the indemnifying party to facilitate the settlement or defense of any claim or suit.
Term. These Terms of Service will apply throughout the License Term and will survive the termination or expiration of the License and the end of the License Term. In particular, the sections of these Terms of Service titled IP Ownership, Payment, Customer Data and Conduct, Content Loss, Third Party Content, Limited Warranty and Disclaimer, Limitation of Liability, Indemnification, Termination and Miscellaneous of these Terms of Service will survive any termination or expiration of these Terms of Service or the License Term.
Termination by Customer. If Customer wants to terminate Customer’s agreement with cQuant, Customer may do so by (a) notifying cQuant at any time; and (b) closing Customer’s accounts for the Service, where cQuant has made this option available to Customer. Customer’s notice should be sent, in writing, to cQuant’s address listed on the cQuant website.
Termination by cQuant. cQuant may at any time terminate its agreement with Customer if (a) Customer has breached any provision of these Terms of Service (or have acted in a manner that clearly shows Customer does not intend to, or is unable to, comply with these Terms of Service); (b) cQuant is required to do so by law (for example, where the provision of the Site or Service to Customer is, or becomes, unlawful); (c) the provision of the Service to Customer by cQuant is, in cQuant’s opinion, no longer commercially viable; or (d) cQuant has elected to discontinue the Site or the Service (or any part thereof).
Effect of Termination. Termination of Customer’s account includes: (a) removal of access to all offerings within the Service; (b) deletion of Customer’s password and all related information; and (c) barring of further use of the Service. Upon expiration or termination, Customer shall promptly discontinue use of the Site and the Service.
LIMITED WARRANTIES AND DISCLAIMERS
cQuant warrants that it will provide the Service in a manner consistent with general industry standards reasonably applicable to the provision thereof and that the Service will materially conform to cQuant’s then-current documentation for the Service under normal use and circumstances (“Standard Warranty”). In addition to the Standard Warranty, cQuant provides the Uptime Warranty, as defined in cQuant’s standard Service Level Agreement, Exhibit A.
Disclaimers. The Standard Warranty and the Uptime Warranty (together, the “Limited Warranties”) are the sole and exclusive warranties made with respect to the Service and are made to the Customer only; no other person may assert a claim for breach of either of the Limited Warranties. EXCEPT FOR THE LIMITED WARRANTIES, THE SERVICE IS PROVIDED “AS IS” AND WITHOUT ANY WARRANTY WHATSOEVER. CQUANT DISCLAIMS ALL WARRANTIES OTHER THAN THE “LIMITED WARRANTIES”, AS DEFINED AND STATED ABOVE, WHETHER WRITTEN, ORAL, EXPRESS, IMPLIED OR STATUTORY, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, NONINFRINGEMENT, AND FITNESS FOR A PARTICULAR PURPOSE. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING: CQUANT DOES NOT WARRANT THAT THE SERVICE, INCLUDING ITS ANALYTIC MODELS, WILL BE ERROR-FREE; AND EXCEPT AS STATED IN THE UPTIME WARRANTY, CQUANT DOES NOT WARRANT THAT THE SERVICE WILL BE CONTINUOUS OR UNINTERRUPTED.
THE SERVICE MAY BE SUBJECT TO LIMITATIONS, DELAYS, AND OTHER PROBLEMS INHERENT IN THE USE OF THE INTERNET AND ELECTRONIC COMMUNICATIONS. CQUANT IS NOT RESPONSIBLE FOR, AND THE STANDARD WARRANTY AND UPTIME WARRANTY DO NOT COVER, ANY DELAYS, DELIVERY FAILURES OR OTHER DAMAGES RESULTING FROM SUCH PROBLEMS.
Governing Law and Venue. These Terms of Service and any action related thereto will be governed and interpreted by and under the laws of the State of Colorado, without giving effect to any conflicts of laws principles that require the application of the law of a different jurisdiction. Customer hereby expressly consents to the personal jurisdiction and venue in the state and federal courts for the county in which cQuant’s principal place of business is located for any lawsuit filed there against Customer by cQuant arising from or related to these Terms of Service. The United Nations Convention on Contracts for the International Sale of Goods does not apply to these Terms of Service. Customer shall always comply with all international and domestic laws, ordinances, regulations, and statutes that are applicable to its purchase and use of the Service hereunder.
Export. Customer will not export, reexport, or transfer, directly or indirectly, any U.S. technical data acquired from cQuant, or any products utilizing such data, in violation of the United States export laws or regulations.
Local Laws. cQuant and its suppliers make no representation that the Service is appropriate or available for use in locations other than the United States. If Customer use the Service from outside the United States, Customer is solely responsible for compliance with all applicable laws, including without limitation export and import regulations of other countries. Any diversion of the Content contrary to United States law is prohibited.
Severability. If any provision of these Terms of Service is, for any reason, held to be invalid or unenforceable, the other provisions of these Terms of Service will remain enforceable and the invalid or unenforceable provision will be deemed modified so that it is valid and enforceable to the maximum extent permitted by law. Without limiting the generality of the foregoing, Customer agrees that the section titled Limitation of Liability will remain in effect notwithstanding the unenforceability of any provision in the section titled Limited Warranty and Disclaimer.
SERVICE LEVEL AGREEMENT
cQuant warrants that the Uptime percentage, as defined below, will equal or exceed 99.5% in each month throughout the Term (“Uptime Warranty”). The “Uptime Percentage”, during any calendar month, is equal to (x) the number of minutes that Customer is able to access the Service on a continuous basis during that calendar month divided by (y) the total number of available minutes during the same month. For purposes of the foregoing, the Customer will be considered able to access the Service on a continuous basis, and the Uptime calculation will not be affected, during any and all of the following circumstances; (a) planned outages outside of normal business hours where cQuant has provided Customer with a timely Notice of Downtime as described below ; or (b) any interruption in the ability of Customer to access the Service that continues for less than 10 minutes or results from causes beyond cQuant’s control, including, but not limited to (i) any failure in Customer’s own computer systems, telephone equipment, hardware, software or other equipment, (ii) a Force Majeure event; (iii) any act or omission by Customer or any of its users; and (iv) outage or downtime of the services of cQuant’s hosting provider, Amazon Web Service. For purposes of this definition the Service includes the complete operating environment, including the applications, data center and data network, as well as all integrated telecommunications equipment. Service does not include any of the following, if owned or operated by Customer: the data network, any data processing equipment, any telecommunications equipment or services, Internet or broadband service, or any other publicly available data communications facilities utilized by Customer.
Customer shall use, and shall provide to cQuant on demand, all log files, database records, audit logs, and other information reasonably available to enable cQuant to investigate fully all claims for breach of the Uptime Warranty (“Warranty Claims”) and to make a reasonably accurate, good faith faith judgment regarding the Customer’s due remedy, if any. At Customer’s request cQuant will make available to Customer all information used by cQuant in evaluating Customer’s Warranty Claims. cQuant may establish, and may modify from time to time, reasonable procedures for the submission of Warranty Claims.
NOTICE OF DOWNTIME. cQuant will use commercially reasonable efforts to provide Customer at least 48 hours’ notice of the date, start time, and completion time of any regularly scheduled data center downtime. cQuant will provide notification of downtime by email to Customer’s designated application administrators, and, if requested, to other users within Customer’s organization, provided that Customer has maintained a current email address for each such user in accordance with cQuant’s instructions.
Customer’s sole and exclusive remedies for breach of the Uptime Warranty will be as stated below in this section.
If Customer submits a valid Warranty Claim, cQuant will provide Customer with a refund of a portion of the subscription fees, calculated in accordance with the table below.
|Uptime in any Calendar Month||Remedy|
|Less than 99.5% but equal to or greater than 95.0%||Refund or credit of 10% of one month’s subscription fee|
|Less than 95.0% but equal to or greater than 90.0%||Refund or credit of 15% of one month’s subscription fee|
|Less than 90.0%||Refund or credit of 25% of one month’s subscription fee|
If Customer submits one or more valid Warranty Claims for incidents occurring in each of three consecutive calendar months, then in lieu of the remedies stated in the above table, Customer may terminate its subscription for the Service on 30 days’ written notice, in which event Company will pay Customer a pro-rated refund of the fees paid but not yet earned, within 10 days after Company receives Customer’s demand for the same; provided, however, that any refunds previously paid under the above table will be credited in favor of cQuant.
Severity Levels – Definitions
|1||System is completely unavailable or is inoperable; i.e. users cannot log into the system or the system performance is degraded such that users are unable to use the system.|
|2||System is available, but critical business processes and multiple users are substantially impacted. Some business operations can proceed.|
|3||System is available, but business processes and multiple users are moderately impacted. Severity 3 will also cover situations where a suitable workaround has been established for a Severity 1 or Severity 2 incident. Example: A user’s model run is not completing or is failing.|
|4||System is available, and a fault is identified that has minor or no business impact. Example: usability issue, cosmetic fault, etc.|
Severity Response TimescQuant will manage incidents to the following severity timing and activity levels:
|1||30 minutes||Three Hours|
|2||Two hours||24 Hours|
|3||Four hours||Five business days. If new code is required, code fix may be scheduled for next monthly release.|
|4||Within one business day||Will be scheduled into a following major software release.|
Requests must be submitted during cQuant’s normal business hours, which are Monday through Friday, 7 AM – 5 PM Mountain Time, excluding bank holidays. cQuant’s standard support procedures are as follows:
a. Requests for support may be submitted by any of the following methods:
- Via a dedicated customer support email, provided to customers during their service, or
- Via telephone at the number listed on the cQuant website, or
- Via mail sent to the address listed on the cQuant website.
b. cQuant will provide support for certain users via E-mail only, as specified in the appropriate Description of Service.
c. All requests for support must be submitted by one of the specific named users who is licensed to access the Service.
d. Support requests should include as much detail as possible in order to facilitate the resolution process. Required detail includes such items as user name, issue description and urgency, application page being used, document and vendor numbers, number of users affected, date/time, etc.
e. Customer’s application administrator or other contact must be available to assist with further information gathering or resolution testing.