Support Policy

1. Introduction

Customer support is at the heart of everything we do. Our product is designed to minimize support requirements with a host of self-help options. However, when you need us, we are here for you for the lifetime of the software.

2. Contacting Customer Support

There are a number of ways you can interact with Virtual Trader support services:

Search the knowledge base in our support portal
Log a support ticket in our support portal
Email us at support@virtualtrader.com
For P1 issues, 24-hour telephone support is available; details can be found through this knowledge base article

3. Support Offerings for Intercompany Cloud and Virtual Trader EBS Applications

We offer two support levels: Standard and Premier. Speak to your purchasing team to learn which level your organization has selected. This information can also be found in the support portal.

Support tickets can be created in the portal 24x7. They will be triaged by the support team and acted upon based on their severity and your support agreement.

Standard Support

During the customer’s period close, extended cover will be provided. Extended cover will be for 2 days around the customer’s period close and will consist of 24-hour on-call support. The customer must provide Virtual Trader with the dates of this extended cover for at least 6 future period closes.

Priority Level	Definition	Initial Response
P1 – System Down	Period Close: Severe loss of service. No acceptable workaround in a production environment. Prevents period close within the extended support dates (2 days each month) previously provided to our support team through the support portal. Virtual Trader will work continuously in any appropriate time zone 7 days a week or as long as useful progress can be made until the issue is resolved. The customer must remain available during this time.	2 hours (24x7)
P2 – High	Significant loss of service. A workaround may be available. Operation can continue on a restricted basis. Virtual Trader will work continuously through normal business hours until the issue is resolved — or for as long as useful progress can be made. The customer must remain available during this time.	4 hours (Business Day)
P3 – Medium	Minor loss of service. Impact is inconvenient, which may require a workaround to restore functionality. A patch fix will be released to resolve the issue no later than the next quarterly release. The customer must remain available during this time.	24 hours (Business Day)
P4 – Non-Urgent	These tickets are worked on during normal business hours. A typical case may be to inform the team of a feature request or planned project event, such as a new instance being prepared.	48 hours (Business Day)

Premier Support

High-intensity environments with business-critical applications require premier support where downtime must be kept to a minimum. For an additional fee, Virtual Trader offers a premier support service that goes further than the standard support agreement.

Priority Level	Definition	Initial Response
P1 – System Down	Severe loss of service. No acceptable workaround in a production environment. Virtual Trader will work continuously in any appropriate time zone 7 days a week or as long as useful progress can be made until the issue is resolved. The customer must remain available during this time.	2 hours (24x7)
P2 – High	Significant loss of service. A workaround may be available. Operation can continue on a restricted basis. Virtual Trader will work continuously through normal business hours until the issue is resolved — or for as long as useful progress can be made. The customer must remain available during this time.	4 hours (Business Day)
P3 – Medium	Minor loss of service. Impact is inconvenient, which may require a workaround to restore functionality. A patch fix will be released to resolve the issue no later than the next quarterly release. The customer must remain available during this time.	24 hours (Business Day)
P4 – Non-Urgent	These tickets are worked on during normal business hours. A typical case may be to inform the team of a feature request or planned project event, such as a new instance being prepared.	48 hours (Business Day)

Excluded Items

Customer support services excludes the following items:

Assistance with changes to third-party software;
Troubleshooting customer extensions, integrations, APIs, or other non-Virtual Trader services;
Business process, setup, or configuration changes. Our professional services team will be happy to discuss these changes with you during normal business hours;
Product training.

4. Hosted Services (Server, Storage, or Resources)

For customers using Intercompany Cloud through Virtual Trader-hosted SaaS services, the following support services are offered for the hosting services, in addition to those offered for the application above.

Priority Level	Definition	Initial Response
P1 – System Down	Severe loss of service, database performance, or storage issues in a production environment.	2 hours (24x7)
P2 – High	Noticeable performance degradation.	2 hours (Business Day)

The service availability of the production environment is 99.5% with the following exclusions:

Twice-yearly planned maintenance of the Intercompany Cloud software, which will be communicated to the customer in advance;
Emergency security patches provided by service provider;

Provision of increased resources as requested and ordered by the customer.

5. Changes to Customer Support Plans

Virtual Trader may change its customer support plans from time to time at its sole discretion. No reduction in the support plan will take effect during the customer’s paid term.