Spiro Standard Support and Implementation

THIS AGREEMENT DESCRIBES THE SERVICES SPIRO PROVIDES FOR OUR CUSTOMERS WHO PURCHASE SPIRO.

BY ACCEPTING THIS AGREEMENT, BY CLICKING A BOX INDICATING YOUR ACCEPTANCE; BY EXECUTING AN ORDER FORM THAT REFERENCES THIS AGREEMENT; OR, FOR FREE SERVICES, BY USING SUCH SERVICES, YOU AGREE TO THE TERMS OF THIS AGREEMENT.

Upon purchase of Spiro licenses, Spiro customers are eligible to receive initial setup and training for an additional fee.

1. Initial Setup and Training

Spiro will provide a certain number hours of implementation service hours per customer for setup, customization and training as specified in a Statement of Work (“SOW”). Any hours over the included hours will be charged at the hourly rate the SOW. Spiro will notify you and request your approval in advance of any additional charges.

2. Ongoing Support

Ongoing support will be provided to Spiro’s customers’ users at no additional charge for Spiro’s Team Edition customers.

Support is available on weekdays, excluding US holidays, during local business hours. For Severity Level 1 issues only, Users must call Spiro’s customer success team. For Severity Levels 2-4, Users must submit cases over the Web via https://support.spiro.ai or by E-mail via support@spiro.ai .

Upon case submission, Users will be asked to provide their company name, contact information and case details, and each case will be assigned a unique case number. A Spiro Support Representative will use commercially reasonable efforts to call or e-mail the User within two (2) business days and will use commercially reasonable efforts to promptly resolve each
case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in Spiro’s reasonable determination.

Severity Level 1 Support

An issue is considered “Severity Level 1” if it is a critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.

In this case, Users will be asked to call Spiro’s support number at +1 (617) 804-5560.

Spiro telephone support is for Level 1 Severity level only, and is available during working US business hours. Telephone support is available in English.

Other Severity Levels

Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis. Issues will be generally categorized and handled according to an assigned severity level, as follows:

Level 2 – Urgent
Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.

Also includes time-sensitive requests such as requests for feature activation or a data export.

Level 3 – High
System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.

Level 4 – Medium
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable.

Spiro Customer Support does not include any of the following:

  • Assistance with Spiro password resets. Users should click the “Forgot your password?” link on the login page or contact their system administrator;
  • Assistance with Spiro username. Users should contact their system administrator;
  • Assistance in developing User-specific customizations;
  • Assistance with non-Spiro products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems;
  • Assistance with installation or configuration of hardware, including computers, hard drives, networks or printers.