AntWorks Support and SLA Policy

AntWorks Support and Maintenance Terms (“Terms“) represent the contractual agreement under which AntWorks shall deliver comprehensive software support and maintenance services (“Services“) to the end user of the Supported Product (“Customer“).

Please note that these Terms are the exclusive terms. Any other terms and conditions will not apply to the Services unless explicitly and formally agreed upon in writing by both AntWorks and the Customer.

1. Definitions

Agreement for the Supported Product refers to the contractual document outlining the terms and conditions governing the license and usage of the Supported Product.

Core Technology refers to portions of Supported Product that provide the functionality of: recognition for letters, numbers, background, symbols, and others; document classification; document analysis for text blocks, picture blocks, table blocks, headers, footers and others; table structure such as cells, separators and others; line items extrapolation; named entity recognition; user-side software training.

Issue refers to any identifiable and repeatable instance where the Supported Product fails to substantially comply with the specifications outlined in the Agreement for the Supported Product and/or the accompanying documentation provided for the Supported Product.

Resolution means a Workaround provided to Customer or a correction to portion(s) of the Supported Product by AntWorks to remedy an issue in the Supported Product.

Resolution Estimated Time of Arrival or Resolution ETA refers to the duration between the instance when AntWorks receives a Support Request for assistance from the Customer, and the instance AntWorks can provide a non-binding estimate of the time required to deliver a Resolution.

Response Time means the time elapsed from the moment AntWorks receives a Support Request for assistance from the Customer and the moment AntWorks replies to the Customer.

Resolution Time means the time elapsed from when AntWorks receives a Support Request for assistance from the Customer until a Resolution is provided.

Support Request means a request for assistance submitted by Customer to AntWorks with respect to the Supported Product’s functionality or behavior.

Term means the period during which Customer is entitled to receive Services.

Supported Product means AntWorks product that is being referred to in the Software License Agreement.

Workaround(s) means a series of instructions, procedural steps or usage clarifications (including in the form of a reversal of any changes to the Supported Product or Customer’s system) that enable a customer to avoid an issue or circumvent its effects; not including the delivery of new programming code of the Supported Product.

Ticket means the formal vehicle used by AntWorks to receive Service Requests.

2. Support Services

Customer will have access to:

1. AntWorks knowledgebase (for relevant AntWorks product)
2. AntWorks ServiceDesk portal to submit a Support Request ( https://support.ant.works).
3. E-mail option to submit a Support Request AntWorks Support
4. Supported Product documentation and other resources.

AntWorks Customer Support will respond to Support Requests. AntWorks will use reasonable commercial efforts to resolve issues reported by the Customer. Resolution may consist of correcting portion(s) of the Supported Product or providing to Customer a Workaround that gives Customer the ability to achieve substantially the same functionality as would be obtained without the issue. All Services shall be provided only via remote and in the English language only.

3. SLA (Service-Level Agreement) Severity classification and Issues

AntWorks shall make commercially reasonable endeavours to adhere to the Response Time and Resolution Time outlined below, as per the corresponding Severity Level and SLA applicable to the Services Level. For any new support ticket, the Customer shall initially classify the severity level, with AntWorks retaining the right to reclassify any support ticket in alignment with the defined Severity Levels provided below. The Customer acknowledges and agrees that while AntWorks shall exert commercially reasonable efforts to meet the Response Time and Resolution Time, such timeframes are purely estimated targets.

The commencement of the Issue Resolution Time will initiate once the Customer has furnished AntWorks with adequate information, enabling AntWorks to commence issue diagnosis. The Resolution Time will be suspended if AntWorks requests access to the Customer’s environment or data necessary for issue verification and/or reproduction, and it will resume upon the Customer providing the requested access. AntWorks retains the right to downgrade Severity Levels if the Customer fails to provide access to the environment or data beyond a period of three (3) days following AntWorks’ request.

4. Support Exclusions

• Force majeure events or other factors outside AntWorks’ reasonable control (e.g., natural disaster, war, acts of terrorism, riots, virus attacks, security breach, government action, network or Internet failure, failure of Customer or third party owned software, device, technology, or infrastructure).
• Faulty input, instructions, or configurations or Customer’s attempts to perform operations that exceed the Software’s prescribed functionalities.
• Applications developed by Customer or other third parties’ products.
• The Software not being updated in accordance with AntWorks instructions or best practices, if in the update AntWorks resolved the Incident for which the Customer requests support.
• The Software being used with other products or software that are not officially supported, are out of support or have been deprecated.
• Customer’s failure to adhere to any required configurations, or to follow relevant security or acceptable use policies or practices.
• Use of the Supported Product in a manner for which it was not designed, including in breach of the applicable Agreement for the Supported Product.
• Issues that cannot be reproduced by AntWorks based on information provided by Customer.
• Database performance tuning, hardware maintenance and general administration.
• Assistance or support for errors, deficiencies, or malfunctions related to, customised deliverables created by AntWorks (Professional Services), its partners or third parties at Customer’s request.
• Customer’s failure to adhere to any required configurations, or to follow relevant security or acceptable use policies or practices.
• Scheduled downtime.
• Customer’s failure to cooperate for the resolution of a Ticket.

5. Customer Responsibilities

• Before submitting a Ticket, Customer will perform first line support for itself by investigating any connectivity, access permission, database provisioning or security issues related to its systems, networks or applications interacting with the Software.
• Customer will assess the impact, urgency and the perceived Priority Level of a Service request and add these details in the relevant Ticket. AntWorks will evaluate the Priority Level and confirm or recategorize it.
• Cooperate and communicate in a timely manner with AntWorks.
• Provide AntWorks with sufficient and accurate information related to the issue.
• Assign contact persons with the necessary technical and communication skills to collaborate with AntWorks.
• Make reasonable attempts to replicate, or to assist AntWorks in replicating the issue under the circumstances in place at the moment of Ticket submission, including by conducting diagnostic or troubleshooting activities.
• Resolve the Incident as indicated by AntWorks.

6. General

AntWorks will exert commercially reasonable efforts to deliver the Services under these Terms; however, the Customer acknowledges that AntWorks cannot guarantee the resolution of every question, issue, or reported matter. These Terms do not extend or add to any warranty for the Supported Product as outlined in the Agreement for the Supported Product or any other agreement with AntWorks concerning the use of the Supported Product. These Terms solely apply to Services obtained directly from AntWorks by the Customer. In case of any conflict between the terms of the Agreement and this Annexure, this Annexure shall prevail.

To ensure the accuracy and relevance of our Support and SLA policy, we will periodically update it to reflect evolving best practices. AntWorks will promptly notify your designated point of contact via email whenever significant updates occur. Additionally, the latest version of our SLA policy will always be available on our company website.

7. Term and termination

Customer shall be entitled to receive Services for the duration of the Term, that is defined in the Software License Agreement between Customer and AntWorks.

Last Updated: 10 August 2023

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