riskCanvas Product Suite Technical Support Policy

Introduction

The following technical support services (“Technical Support”) shall be provided by Booz Allen Hamilton Inc. (collectively “Booz Allen,” “we,” “us,” or “our”) as part of its customer’s (collectively “Customer,” “You,” or “Your”) paid annual subscription to Technical Support for the riskCanvas Product Suite of products (“Products”), subject to the terms and conditions of Your applicable agreements with Booz Allen. 

Support Contact

A Support Contact is an individual, with an assigned email and phone number, whom You have designated as a point-of-contact with Booz Allen’s Technical Support personnel. Only Support Contacts may contact Booz Allen Technical Support. Support Contacts will maintain technical ownership of all issues escalated into Booz Allen Technical Support. Booz Allen will engage in all case related communication with these named individuals. A set number of Support Contacts may contact Booz Allen Technical Support. It is Your responsibility to advise Booz Allen Technical Support when You desire to change a Support Contact. 

Prior to Logging a Case

Before logging a case with Booz Allen Technical Support, the Support Contact should follow the steps below:

  1. Verify that the issue is with the Products and not third-party software.
  2. Verify that the system is using a currently supported version of the Products.
  3. Attempt to reproduce the issue and determine if it occurs consistently.
  4. Determine if the issue occurs on a local machine or on multiple machines in the customer environment.

Engaging Technical Support

When You have an issue that you cannot solve on Your own or by using any of the self-service resources provided, Your Support Contact may contact Booz Allen Technical Support to log a case for their issue via email, telephone, or the online case logging portal. You shall have direct access 24 hours per day, 7 days per week, and 365 days per year, excluding scheduled or unscheduled maintenance periods, to Booz Allen’s technical support portal to report any service issues. In the event of a failure in the case of SL1 or SL2 (as described below), Booz Allen will promptly apply additional technical resources to the issues. 

Technical Support

Technical support issues are grouped into the following four categories, in each case pertaining to issues that are caused by and in the sole control of Booz Allen.

Service Level    Definition
SL1 Severe problem with the Products resulting in complete work stoppage for a large number of users. No alternatives or work-around identified and work cannot continue. 
SL2 Critical issue which interferes with a major function of the Products or causes major usability concerns.
SL3 Issue which interferes with a minor function of the Products but an acceptable work-around is in place.
SL4 Cosmetic issues such as typographical errors, misaligned text, or incorrect images.

Reporting & Responses

Booz Allen will respond to logged cases from its customers within the response times below:

Service Level Target Response Times*
SL1 1 hour
SL2 4 hours
SL3 1 business day
SL4 5 business days 

*Response is a real-time response from a Booz Allen representative to begin the process of troubleshooting the issue.

Booz Allen shall provide an update by telephone or email to a Support Contact every two (2) hours in the case of SL1 problems and every four (4) hours in the case of SL2 problems. Updates will not be required for SL3 or SL4 issues. Customer’s logging SL1 and SL2 issues must be available to work full-time throughout the resolution process with Booz Allen to resolve the issue. Booz Allen shall not be responsible for providing regular updates (as noted above) and resolution may be delayed if a customer does not have staff available to provide timely information and support. You must be willing to involve the level of staff needed to resolve the issue effectively and be available to assist Booz Allen with tasks such as testing, sending appropriate information, and implementing suggestions. 

Service Credits

Booz Allen will use commercially reasonable efforts to meet or exceed the Target Response Times listed above. In the event Booz Allen does not meet the Target Response Times, You will be eligible to receive a one-time Service Credit in the amount of 5% of the total monthly Technical Support Subscription fee (excluding one-time payments) for each instance in which Booz Allen failed to meet the Target Response Time. Service Credits will only apply to future purchases of the Products or associated Technical Support. To receive a Service Credit, you must submit a claim by sending an email to [email protected] within 30 days of an incident occurring.

Service Credit Exclusion

Service credits are not available for any unavailability of Booz Allen Technical Support during United States federal holidays, force majeure events, unavailability or inaccessibility of Your data center or technical infrastructure, due to a lack of internet access, scheduled Product maintenance, or suspension or termination of your access to Booz Allen Technical Support.

Providing Data to Technical Support

During the course of troubleshooting an issue, it may be necessary to provide Booz Allen Technical Support personnel with data from Your systems. For the convenience of our customers, and except as otherwise stated in this document, Booz Allen provides several methods to transmit this data including, but not limited to, email and the Technical Support portal. You will not transfer to Booz Allen or provide to Technical Support resources any access to any data or information that is subject to regulation under Applicable Data Protection Law (“Protected Data”), including without limitation Personal Data, Protected Health Information and Personally Identifiable Information (as such terms are defined in Applicable Data Protection Law), except for Protected Data related to Your Support Contacts. “Applicable Data Protection Law” means all applicable international, federal, state, provincial and local laws, rules, regulations, directives and governmental requirements currently in effect and as they become effective relating in any way to the privacy, confidentiality or security of Protected Data including, without limitation, the European Union Directives governing general data protection and all applicable industry standards concerning privacy, data protection, confidentiality or information security. In the event such data is transmitted to Booz Allen, Booz Allen shall have no liability to Customer for any damages of any kind (including loss of revenue or use), whether in contract or tort, relating to such transmission, even if Booz Allen has been advised of the possibility of such damages.

Third Party Software

The Products depend on multiple third-party components to operate properly. These components may include, but are not limited to databases, operating systems, firewalls, and web servers. Booz Allen aids in the deployment of the Products with these components, however we do not provide direct support for third-party components. It is the customer’s responsibility to configure those components and ensure other applications function in the desired configuration before calling Booz Allen Technical Support for any issue related to the Products. In certain instances, Booz Allen Technical Support may be available to work with and provide information to the third-party vendors. If a defect in third-party software causes the Products to perform less optimally, Booz Allen Technical Support will identify the third-party component so that the customer may pursue a solution with the correct vendor.

Changes to Policy

Booz Allen reserves the right to change this Policy without prior notification to you. If we make a change to this Policy, we will change the effective date above. We suggest you review this Policy from time to time. If we materially change this Policy, we will attempt to provide you with notice of such changes via email or by posting a notice on this website.

Contact

If you have any questions regarding this Policy, please contact us at [email protected].