diff --git a/terms.cform b/terms.cform index 9f3b841..376b0c9 100644 --- a/terms.cform +++ b/terms.cform @@ -24,9 +24,11 @@ \Diagnosis and Resolution\ agrees to diagnose and resolve related to installing of the , configuring standard features of of the per its documentation, and software errors encountered when using of the . - \Technical Support Escalation\ If is a company of more than one person, then agrees to promptly escalate that initially responding support personnel cannot resolve independently to a engineer responsible for the . Where appropriate, initially responding support personnel may connect to engineers directly. + \Solo Operation\ is a ""Solo Operation"" is, on the date of this agreement, is an individual or a company with just one technical person capable of responding to . - \Dedicated Support Personnel\ If is a company of more than one person and the specifies dedicated support personnel, then agrees to assign a limited number of specific support personnel to respond to 's , in order to maximize the chance that will receive support from personnel familiar with 's use cases and past. + \Technical Support Escalation\ If is not a , then agrees to promptly escalate that initially responding support personnel cannot resolve independently to a engineer responsible for the . Where appropriate, initially responding support personnel may connect to engineers directly. + + \Dedicated Support Personnel\ If is not a and the specifies dedicated support personnel, then agrees to assign a limited number of specific support personnel to respond to 's , in order to maximize the chance that will receive support from personnel familiar with 's use cases and past. \Service-Level Agreement\ If the specifies a service-level agreement: @@ -38,7 +40,7 @@ \Holidays\ If the specifies holidays, will not respond to on those holidays. If the does not specify holidays, will not respond to on days when commercial banks in the city nearest typically stay closed. - \Vacation and Sick Days\ If is an individual or a company of one person, then will not respond to on days takes off as vacation or sick days. agrees to give of sick days, and advance of vacation days. may take as many sick days and vacation days as 's human resources policies allow full-time employees to take, or if does not have such a policy, a reasonable number of sick days and vacation days. + \Vacation and Sick Days\ If is a , then will not respond to on days takes off as vacation or sick days. agrees to give of sick days, and advance of vacation days. may take as many sick days and vacation days as 's human resources policies allow full-time employees to take, or if does not have such a policy, a reasonable number of sick days and vacation days. \Support Request Severity\ diff --git a/terms.md b/terms.md index 31f4015..203f34c 100644 --- a/terms.md +++ b/terms.md @@ -32,13 +32,17 @@ If the _Order Form_ specifies support channels, _Developer_ only agrees to respo _Developer_ agrees to diagnose and resolve _Support Requests_ related to installing _Covered Versions_ of the _Software_, configuring standard features of _Covered Versions_ of the _Software_ per its documentation, and software errors encountered when using _Covered Versions_ of the _Software_. +### Solo Operation + +_Developer_ is a **Solo Operation** is, on the date of this agreement, _Developer_ is an individual or a company with just one technical person capable of responding to _Support Requests_. + ### Technical Support Escalation -If _Developer_ is a company of more than one person, then _Developer_ agrees to promptly escalate _Support Requests_ that initially responding support personnel cannot resolve independently to a _Developer_ engineer responsible for the _Software_. Where appropriate, initially responding support personnel may connect _Customer Personnel_ to engineers directly. +If _Developer_ is not a _Solo Operation_, then _Developer_ agrees to promptly escalate _Support Requests_ that initially responding support personnel cannot resolve independently to a _Developer_ engineer responsible for the _Software_. Where appropriate, initially responding support personnel may connect _Customer Personnel_ to engineers directly. ### Dedicated Support Personnel -If _Developer_ is a company of more than one person and the _Order Form_ specifies dedicated support personnel, then _Developer_ agrees to assign a limited number of specific support personnel to respond to _Customer_'s _Support Requests_, in order to maximize the chance that _Customer Personnel_ will receive support from personnel familiar with _Customer_'s use cases and past_Support Requests_. +If _Developer_ is not a _Solo Operation_ and the _Order Form_ specifies dedicated support personnel, then _Developer_ agrees to assign a limited number of specific support personnel to respond to _Customer_'s _Support Requests_, in order to maximize the chance that _Customer Personnel_ will receive support from personnel familiar with _Customer_'s use cases and past_Support Requests_. ### Service-Level Agreement @@ -62,7 +66,7 @@ If the _Order Form_ specifies holidays, _Developer_ will not respond to _Support #### Vacation and Sick Days -If _Developer_ is an individual or a company of one person, then _Developer_ will not respond to _Support Requests_ on days _Developer_ takes off as vacation or sick days. _Developer_ agrees to give _Notice_ of sick days, and advance _Notice_ of vacation days. _Developer_ may take as many sick days and vacation days as _Customer_'s human resources policies allow full-time employees to take, or if _Customer_ does not have such a policy, a reasonable number of sick days and vacation days. +If _Developer_ is a _Solo Operation_, then _Developer_ will not respond to _Support Requests_ on days _Developer_ takes off as vacation or sick days. _Developer_ agrees to give _Notice_ of sick days, and advance _Notice_ of vacation days. _Developer_ may take as many sick days and vacation days as _Customer_'s human resources policies allow full-time employees to take, or if _Customer_ does not have such a policy, a reasonable number of sick days and vacation days. #### Support Request Severity