Download Thunderhead Terms and Conditions

“Response Time” means the elapsed clock time during Office Hours between (i) Thunderhead’s logging of a problem reported by
the Customer and (ii) a Thunderhead technical support analyst capable of understanding the problem speaking to Customer’s
support contact about the problem (except in relation to a Severity Level 1 Error where time is “unwindowed” i.e. the response
may be outside of Office Hours).
“Thunderhead’s Website” means www.Thunderhead.com or any successor web site designated by Thunderhead.
“Upgrade” means a modification or enhancement software release, in object code form, containing new enhancements, features
or functionalities, and may be a consolidation of one or more Patches. Upgrades are provided to the Customer by Thunderhead as
part of Support without payment of additional fees. The Customer is solely responsible for implementing Upgrades.
“Workaround” or “Temporary Fix” means a change advised by Thunderhead in the procedures to be followed by Customer
to avoid an Error without significantly impairing performance of the Software.
ERROR SEVERITY LEVELS
The table below shows the response times in respect of the Error Severity Levels
Error
Severity
Level
Service Levels
Response Time
Resolution Time
Temporary Fix or
Workaround
Permanent Fix
(Estimated)
S1
within 2 Hours
24 Hours
12 Days.
S2
within 3 Hours
48 Hours
24 Working Days
S3
within 4 Hours
10 Working Days
36 Working Days
S4
within 5 Working Days
Not Applicable
Considered for next
Upgrade
S5
within 5 Working Days
Not Applicable
Considered for next
Upgrade