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Define and use "Solo Operation" to switch support obligations #1

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Define and use "Solo Operation" to switch support obligations #1

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c9932f5
Define "Solo Operation"
kemitchell Feb 1, 2019
01056e4
Use Solo Operation to switch terms
kemitchell Feb 1, 2019
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8 changes: 5 additions & 3 deletions terms.cform
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Expand Up @@ -24,9 +24,11 @@

\Diagnosis and Resolution\ <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>.

\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.
\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>.

\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>.
\Technical Support Escalation\ 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 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\ If the <Order Form> specifies a service-level agreement:

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\Holidays\ If the <Order Form> specifies holidays, <Developer> will not respond to <Support Requests> on those holidays. If the <Order Form> does not specify holidays, <Developer> will not respond to <Support Requests> on days when commercial banks in the city nearest <Developer's Address> typically stay closed.

\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.
\Vacation and Sick 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\

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10 changes: 7 additions & 3 deletions terms.md
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Expand Up @@ -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_.

### <a id="Solo_Operation"></a>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_.

### <a id="Technical_Support_Escalation"></a>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.

### <a id="Dedicated_Support_Personnel"></a>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_.

### <a id="Service-Level_Agreement"></a>Service-Level Agreement

Expand All @@ -62,7 +66,7 @@ If the _Order Form_ specifies holidays, _Developer_ will not respond to _Support

#### <a id="Vacation_and_Sick_Days"></a>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.

#### <a id="Support_Request_Severity"></a>Support Request Severity

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