SUPPORT POLICY

Platform Application Availability. Provider will use commercially reasonable efforts to have the Service, including the website, available 24 hours per day, 7 days per week, excluding any scheduled maintenance as described below and unscheduled downtime due to events beyond Provider’s control. Times noted below are approximate and may change.

Scheduled Maintenance. There will be weekly scheduled maintenance (currently every Wednesday, but which may change) between 5:00 a.m. and 9:00 a.m. Eastern time to perform system maintenance, backup, and upgrade functions for the Platform Application. Weekly scheduled maintenance does not normally require the Platform Application to be offline for any appreciable length of time; however, during maintenance, the Platform Application may have short periods of instability and may be offline for up to one hour. If scheduled maintenance is required outside of the weekly scheduled maintenance described above, Provider will notify Subscriber with reasonable advance notice.

Unscheduled Maintenance. Unscheduled maintenance may be required to resolve issues that are critical for Subscriber and/or performance of the Platform Application. Provider will notify Subscriber when possible via email prior to the unscheduled maintenance. When possible unscheduled maintenance will be conducted between 9:00 p.m. and 3:00 a.m. Eastern time.

Product Support. Provider’s Product Support Team provides Standard Support from 9:00 a.m. to 5:00 pm. Eastern time, Monday through Friday. Contact should be made by email to support@tenanttracker.net or (317) 245-6665.