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Technical Support Services Guidelines

Last Modified: January 1, 2023

1. Summary

Technical support is available through our in-app support portal that provides tutorials and addresses frequently asked questions about Wellzesta software. Users of Wellzesta software (End Users and Staff) that require additional information can request support by pressing the support button or emailing us. Pressing the support button creates a support ticket that is issued to the Wellzesta Customer Success Team. Support tickets will be answered in the order in which they are received unless classified as urgent by the Wellzesta Customer Success Team. The primary form of communication for technical support is email. At times it may be necessary to utilize online chat or phone support.

2. Support Request Submission

The following technical support services guidelines ("Guidelines") apply to support services for your Master Agreement ("Agreement"). The core services of Wellzesta, described in Services Summary, are collectively referred to in these Guidelines as "Services."

  1. General. Customer may submit Requests through the in-app support portal or through email.

  2. Customer Efforts to Fix Errors. Prior to making a Request to Wellzesta, Customer will use reasonable efforts to fix any malfunction or network connectivity defect without escalation to Wellzesta. Thereafter, a Customer Contact may submit a written request for technical support through the in-app support portal or though email.

  3. Characterization of Requests. Upon receiving a Request from Customer Contact, Wellzesta will determine whether the request is a "Service Unusable," "Standard Request" or a "Feature Request" (as defined in Section 6). Any such determination made by Wellzesta is final and binding on the Customer. Customer may appeal any such priority designation to Wellzesta's Support management for review through any available support channel.

  4. Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Customer's network; (ii) providing relevant data; and (iii) communicating further via email or phone to answer questions and assist Wellzesta Support Personnel as appropriate.

  5. Request Acknowledgement. Wellzesta may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Wellzesta may be unable to provide answers to, or resolve all, Requests.

  6. Feature Requests. If Wellzesta deems a Request as a Feature Request, Wellzesta will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Wellzesta is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.

3. Accessing Support

  1. Email. The email address for Wellzesta support is support@wellzesta.com.

  2. In-App Support Portal. Customer's End Users of Services are provided support solely through the in-app support portal, which is accessible within the App. Customer is responsible for responding to any questions and complaints by End Users or other third parties relating to Customer's or its End Users' use of the Services, with such support services to be provided at Customer's own expense.

  3. Support Hours and Target Initial Response Times. Wellzesta will provide access to the in-app support portal on a 24 x 7 basis. Wellzesta will provide email support from 9:00AM to 5:00PM Eastern Standard Time (EST), Monday through Friday, excluding US federal holodays.

    • Service Unusable requests are responded to with a target initial response time of one hour.
    • Standard requests are responded to with an initial target response time of 1 business day or less.

  4. Customer PIN may be Required to Access Support. Customer may be required to provide a current Customer PIN when making a Request. Customer will obtain such Customer PIN in the Admin Console in order to access and receive support for the Services from Wellzesta. If Customer is unable to provide the current Customer PIN when prompted, Customer may only be able to access the in-app support portal until such time as the Customer PIN is restored. The Customer PIN may be updated periodically.

4. Standard Support

All Customers will receive Standard Support, which includes the following:

  • Automatic product upgrades of Services.
  • Maintenance updates of Services.
  • Online self help and training for End Users and Administrators designed to assist Customers with implementation and use of Services.
  • Access to support by email and in-app support portal.

5. General Provisions

  1. Updates to Guidelines. Wellzesta may update these Guidelines from time to time but any update will not have a material adverse effect on Customer.

  2. Maintenance. To ensure optimal performance of the Services, Wellzesta performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Wellzesta expects planned Maintenance to negatively affect the availability or functionality of the Services, Wellzesta will use commercially reasonable efforts to provide at least seven days advance notice of the Maintenance. In addition, Wellzesta may perform emergency unscheduled Maintenance at any time. If Wellzesta expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Wellzesta will use commercially reasonable efforts to provide advance notice of such Maintenance.

  3. Language. The parties agree that all support provided by Wellzesta Support Personnel pursuant to these Guidelines will be provided in English language.

  4. Term of Support. Wellzesta will only provide the support services described in these Guidelines during the term of the Agreement and will have no obligation to provide any support services to Customer after the expiration or termination of such Agreement.

6. Glossary of Definitions

For the purpose of these Guidelines, the capitalized terms below will have the following meanings:

  • "Customer Contacts" means Customer Staff with a designated roll as Administrator in the Admin Console.
  • "Feature Request" means a Request by a Customer Staff or End User  to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.
  • "Wellzesta Support Personnel" mean the Wellzesta representatives responsible for handling technical support requests.
  • "Maintenance" means maintenance work that is performed on hardware or software delivering the Services.
  • "Priority" means the level of impact a Request is having on Customer's operations and is used to establish target response times.
  • "Request" means a request from Customer to Wellzesta Support Personnel for technical support to resolve a question or problem report regarding the Services.
  • "Service Unusable" means a production issue that prevents more than one of the Customer’s End Users from access to, or use of, the Services, or where Customer's network is not receiving any inbound email (and/or outbound email) from the Services.
  • "Standard Request" means a Request made by Customer to Wellzesta that is not a Service Unusable Request or Feature Request.
  • "Supported Platform" means, if for mobile devices then a mobile device that meets the operating system requirements in Summary of Software Services; if for web then web browsers running the latest version of Chrome or Firefox.