BY SUBSCRIBING TO, ACCESSING AND USING THE PRODUCT, SUBSCRIBER AGREES TO THE TERMS AND CONDITIONS SET FORTH BELOW WITH RESPECT TO SUPPORT SERVICES FOR THE PRODUCT. SUBSCRIBER HAS THE OBLIGATION TO PERIODICALLY REVIEW THESE TERMS AND CONDITIONS, WHICH MAY BE CHANGED IN RPM’S DISCRETION AT ANY TIME. IF SUBSCRIBER OBJECTS TO ANY CHANGES TO THE SUPPORT SERVICES, ITS SOLE REMEDY IS SET FORTH IN THE TERMS AND CONDITIONS.
1. Definitions.
(a) “After Hours” means any time not during the Hours of Support.
(b) “Hours of Support” mean Monday through Friday, excluding the following statutory holidays, between the hours of 9:00 a.m. and 4:00 p.m. Mountain Time:
Holiday | Definition |
New Year’s Day | January 1 |
Alberta Family Day | Third Monday in February |
Good Friday | Friday before Easter |
Victoria Day | Monday before May 25 |
Canada Day | July 1, except when it falls on a Sunday, then it is July 2. |
Labour Day | First Monday in September |
National Day for Truth and Reconciliation | September 30 |
Thanksgiving Day | Second Monday in October |
Remembrance Day | November 11 |
Christmas Day | December 25 |
Boxing Day | December 26 |
2. Support Services. RPM will provide Subscriber email support during the Term to (a) clarify the functions and features of the Product; (b) clarify the Documentation; and (c) validate, analyze and use commercially reasonable efforts to correct errors and defects in the Product (“Support Services”).
(a) Subscriber will provide notice and supporting documentation and information to RPM or Partner of any reproducible errors or defects in the Product by email to the support Service contact set forth in the Order with a reasonable description of the error or defect.
(b) RPM or Partner will use commercially reasonable efforts to respond during Hours of Support to Support Service inquiries transmitted by e-mail within two business days after receipt. Subscriber will provide any reasonable assistance requested by RPM or Partner to reproduce and correct the error or defect. Subscriber acknowledges and agrees that RPM has no obligation to resolve an error or defect if RPM is unable to reproduce the given error or defect.
3. Limitations; Exclusions.
(a) RPM or Partner (if designated in Order) is not responsible for providing Support Services for Third Party Software or to any User other than Subscriber.
(b) RPM is not responsible for correcting errors arising out of (i) the failure or inability of Subscriber’s or any User’s systems to meet the System Requirements, or (ii) Use of the Products with any Third Party Software.
4. Data Warehouse Provisions. If the Order includes Data Warehouse as a Product, the following provisions apply:
(a) There are no Support Services for Data Warehouse connection issues (DW >> 3rd Party Tool).
(b) RPM will use commercially reasonable efforts to ensure that any RPM functionality regarding the Data Warehouse user interface in RPM is operational and that Subscriber Data is synchronized to the Data Warehouse.
(c) RPM will not provide Support Services for any third party tools.
(d) Upon request, RPM will check that the correct Subscriber Data is available in the Data Warehouse and that it matches the Subscriber Data indicated to be synced in the user interface.
(e) Support Services are provided through email to the Support Service contact set forth in the Order with a reasonable description of the error or defect.