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LEGAL
Support Policy
This Support Policy applies to the extent Customer purchases a subscription to Ycrest Silver, Gold, or Platinum Support Services, as listed on the applicable Order Form. It is incorporated into and forms part of the Ycrest Master Subscription Agreement (the "Agreement"). Capitalized terms not defined here have the meaning given in the Agreement.
- Support Request Submission
1.1 Customer Requests
Customer's Designated Support Contact may report incidents and technical errors in the Services by submitting a request to Ycrest (each a "Request").
1.2 Classification of Requests
Upon receiving a Request from Customer's Designated Support Contact, Ycrest will assign a severity level (the "Severity Level") to each Request, in its sole discretion, within the range of Severity 1, 2, 3, or 4. Any such determination made by Ycrest is a final classification of the reported incident. Customer may appeal any such determination to Ycrest's support management for review through any available support channel.
1.3 Procedures for Resolution of Requests
When making a Request, Customer will provide all necessary information and reasonable cooperation to Ycrest as required for Ycrest to provide the support services under this Support Policy, including but not limited to:
- any diagnostic information;
- a description of the problem, the configuration, and Customer's network;
- all relevant log files and data; and
- any requested further communications via email or telephone to answer questions and assist Ycrest support personnel in resolution of the incident as appropriate.
1.4 Request Acknowledgement
Ycrest may respond to a Request by acknowledging receipt of the Request via email. Customer acknowledges and understands that given the circumstances of each Request, Ycrest may be unable to provide answers or resolutions to all Requests.
- Accessing Support
2.1 Support Response Times
Ycrest will respond to each Request in accordance with the time frames below (coverage hours listed in Section 3.1). Updates will be provided to Customer as information becomes available to Ycrest Support in resolution of the incident, and then in the timing described below.
Severity Level & Description
Severity Level & Description
Silver
Initial response
Gold
Initial response
Platinnum
Initial response
SEV 1 Complete unavailability
Major malfunction resulting in complete unavailability of the Services to all End Users with no workaround available.
1 business day
1 business day
2 hours
Updates daily
30 minutes
Updates hourly
SEV 2 Serious loss of function
Not Severity 1; serious loss of application or performance, with the majority of End Users unable to perform normal functions.
1 business day
1 business day
4 hours
Updates daily
2 hours
Updates twice daily
SEV 3 Minor error
Not Severity 1 or 2; a minor error resulting in an intermittent problem or discrete performance issues.
1 business day
1 business day
8 hours
Updates daily
4 hours
Updates daily
SEV 4 General questions
Not Severity 1, 2, or 3. General questions, how-to, or minor usability issues.
1 business day
1 business day
1 business day
Updates weekly
8 hours
Updates weekly
- Support Offerings
3.1 Support Hours & Package Descriptions
Ycrest will provide the support services during the hours and at the respective package combinations listed below.
Package Details
Silver
Gold
Platinnum
SUPPORT
Silver
Gold
Platinnum
Technical support coverage
16 hrs/day, Mon–Fri
24 hrs/day, Mon–Fri
24 hrs/day, Mon–Fri24/7 for Severity 1
Designated Support Contacts
4 contacts
8 contacts
12 contacts
Response times (SLAs)
Standard
Accelerated
Maximum
CUSTOMER SUCCESS
Silver
Gold
Platinnum
Customer Success Manager
Pooled
Named
Named
Executive Business Reviews
None
Annually
Bi-annually
CSM cadence calls for Ycrest best practices
Quarterly
Monthly
Bi-weekly
Train the Trainer & Executive Enablement
None
PROFESSIONAL SERVICES
Silver
Gold
Platinnum
Sandbox + maintenance
None
1 sandbox,
annual refresh
3 sandboxes,
quarterly refresh
Ongoing configuration assistance for new config & larger changes
None
Up to 15 hrs/quarter
Up to 50 hrs/quarter
Technical Account Management
None
None
Available for purchase
YCREST CIRCLE
Silver
Gold
Platinnum
Community, University & Knowledge Base access
Branded hubs
None
None
Customized
- General Provisions
4.1 Maintenance
To ensure optimal performance of the Services, Ycrest performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Ycrest expects planned Maintenance to negatively affect the availability or functionality of the Services, Ycrest will use commercially reasonable efforts to provide at least seven days' advance notice of the Maintenance.
4.2 Term of Support
Ycrest will only provide the support services described in this Support Policy during Customer's applicable Subscription Term and will have no obligation to provide any support services after the expiration or termination of such Subscription Term.
- Exclusions
The following exclusions apply to Ycrest's provision of the support services under this Support Policy, to the extent an incident arises from:
- Customer's use of the Services in breach of the Agreement or not as otherwise described in the Documentation;
- Customer's own infrastructure or equipment, or failure of Customer's network connection;
- events outside of Ycrest's reasonable control, including force majeure events or systemic Internet failures; or
- any third-party services, systems, platforms, or technology.
- Definitions
For the purpose of this Support Policy, the capitalized terms below will have the following meanings:
"Designated Support Contact(s)" means the contact person(s) designated by Customer to communicate with Ycrest for purposes of receiving support services under the Agreement. Please contact your Ycrest Administrator to set up or update your Designated Support Contact.
"Maintenance" means maintenance work that is performed on hardware or software delivering the Services.
© 2026 Ycrest. All rights reserved.
LEGAL
Support Policy
This Support Policy applies to the extent Customer purchases a subscription to Ycrest Silver, Gold, or Platinum Support Services, as listed on the applicable Order Form. It is incorporated into and forms part of the Ycrest Master Subscription Agreement (the "Agreement"). Capitalized terms not defined here have the meaning given in the Agreement.
- Support Request Submission
1.1 Customer Requests
Customer's Designated Support Contact may report incidents and technical errors in the Services by submitting a request to Ycrest (each a "Request").
1.2 Classification of Requests
Upon receiving a Request from Customer's Designated Support Contact, Ycrest will assign a severity level (the "Severity Level") to each Request, in its sole discretion, within the range of Severity 1, 2, 3, or 4. Any such determination made by Ycrest is a final classification of the reported incident. Customer may appeal any such determination to Ycrest's support management for review through any available support channel.
1.3 Procedures for Resolution of Requests
When making a Request, Customer will provide all necessary information and reasonable cooperation to Ycrest as required for Ycrest to provide the support services under this Support Policy, including but not limited to:
- any diagnostic information;
- a description of the problem, the configuration, and Customer's network;
- all relevant log files and data; and
- any requested further communications via email or telephone to answer questions and assist Ycrest support personnel in resolution of the incident as appropriate.
1.4 Request Acknowledgement
Ycrest may respond to a Request by acknowledging receipt of the Request via email. Customer acknowledges and understands that given the circumstances of each Request, Ycrest may be unable to provide answers or resolutions to all Requests.
- Accessing Support
2.1 Support Response Times
Ycrest will respond to each Request in accordance with the time frames below (coverage hours listed in Section 3.1). Updates will be provided to Customer as information becomes available to Ycrest Support in resolution of the incident, and then in the timing described below.
Severity Level & Description
Severity Level & Description
Silver
Initial response
Gold
Initial response
Platinnum
Initial response
SEV 1 Complete unavailability
Major malfunction resulting in complete unavailability of the Services to all End Users with no workaround available.
1 business day
1 business day
2 hours
Updates daily
30 minutes
Updates hourly
SEV 2 Serious loss of function
Not Severity 1; serious loss of application or performance, with the majority of End Users unable to perform normal functions.
1 business day
1 business day
4 hours
Updates daily
2 hours
Updates twice daily
SEV 3 Minor error
Not Severity 1 or 2; a minor error resulting in an intermittent problem or discrete performance issues.
1 business day
1 business day
8 hours
Updates daily
4 hours
Updates daily
SEV 4 General questions
Not Severity 1, 2, or 3. General questions, how-to, or minor usability issues.
1 business day
1 business day
1 business day
Updates weekly
8 hours
Updates weekly
- Support Offerings
3.1 Support Hours & Package Descriptions
Ycrest will provide the support services during the hours and at the respective package combinations listed below.
Package Details
Silver
Gold
Platinnum
SUPPORT
Silver
Gold
Platinnum
Technical support coverage
16 hrs/day, Mon–Fri
24 hrs/day, Mon–Fri
24 hrs/day, Mon–Fri24/7 for Severity 1
Designated Support Contacts
4 contacts
8 contacts
12 contacts
Response times (SLAs)
Standard
Accelerated
Maximum
CUSTOMER SUCCESS
Silver
Gold
Platinnum
Customer Success Manager
Pooled
Named
Named
Executive Business Reviews
None
Annually
Bi-annually
CSM cadence calls for Ycrest best practices
Quarterly
Monthly
Bi-weekly
Train the Trainer & Executive Enablement
None
PROFESSIONAL SERVICES
Silver
Gold
Platinnum
Sandbox + maintenance
None
1 sandbox,
annual refresh
3 sandboxes,
quarterly refresh
Ongoing configuration assistance for new config & larger changes
None
Up to 15 hrs/quarter
Up to 50 hrs/quarter
Technical Account Management
None
None
Available for purchase
YCREST CIRCLE
Silver
Gold
Platinnum
Community, University & Knowledge Base access
Branded hubs
None
None
Customized
- General Provisions
4.1 Maintenance
To ensure optimal performance of the Services, Ycrest performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Ycrest expects planned Maintenance to negatively affect the availability or functionality of the Services, Ycrest will use commercially reasonable efforts to provide at least seven days' advance notice of the Maintenance.
4.2 Term of Support
Ycrest will only provide the support services described in this Support Policy during Customer's applicable Subscription Term and will have no obligation to provide any support services after the expiration or termination of such Subscription Term.
- Exclusions
The following exclusions apply to Ycrest's provision of the support services under this Support Policy, to the extent an incident arises from:
- Customer's use of the Services in breach of the Agreement or not as otherwise described in the Documentation;
- Customer's own infrastructure or equipment, or failure of Customer's network connection;
- events outside of Ycrest's reasonable control, including force majeure events or systemic Internet failures; or
- any third-party services, systems, platforms, or technology.
- Definitions
For the purpose of this Support Policy, the capitalized terms below will have the following meanings:
"Designated Support Contact(s)" means the contact person(s) designated by Customer to communicate with Ycrest for purposes of receiving support services under the Agreement. Please contact your Ycrest Administrator to set up or update your Designated Support Contact.
"Maintenance" means maintenance work that is performed on hardware or software delivering the Services.
© 2026 Ycrest. All rights reserved.
LEGAL
Support Policy
This Support Policy applies to the extent Customer purchases a subscription to Ycrest Silver, Gold, or Platinum Support Services, as listed on the applicable Order Form. It is incorporated into and forms part of the Ycrest Master Subscription Agreement (the "Agreement"). Capitalized terms not defined here have the meaning given in the Agreement.
- Support Request Submission
1.1 Customer Requests
Customer's Designated Support Contact may report incidents and technical errors in the Services by submitting a request to Ycrest (each a "Request").
1.2 Classification of Requests
Upon receiving a Request from Customer's Designated Support Contact, Ycrest will assign a severity level (the "Severity Level") to each Request, in its sole discretion, within the range of Severity 1, 2, 3, or 4. Any such determination made by Ycrest is a final classification of the reported incident. Customer may appeal any such determination to Ycrest's support management for review through any available support channel.
1.3 Procedures for Resolution of Requests
When making a Request, Customer will provide all necessary information and reasonable cooperation to Ycrest as required for Ycrest to provide the support services under this Support Policy, including but not limited to:
- any diagnostic information;
- a description of the problem, the configuration, and Customer's network;
- all relevant log files and data; and
- any requested further communications via email or telephone to answer questions and assist Ycrest support personnel in resolution of the incident as appropriate.
1.4 Request Acknowledgement
Ycrest may respond to a Request by acknowledging receipt of the Request via email. Customer acknowledges and understands that given the circumstances of each Request, Ycrest may be unable to provide answers or resolutions to all Requests.
- Accessing Support
2.1 Support Response Times
Ycrest will respond to each Request in accordance with the time frames below (coverage hours listed in Section 3.1). Updates will be provided to Customer as information becomes available to Ycrest Support in resolution of the incident, and then in the timing described below.
Severity Level & Description
Severity Level & Description
Silver
Initial response
Gold
Initial response
Platinnum
Initial response
SEV 1 Complete unavailability
Major malfunction resulting in complete unavailability of the Services to all End Users with no workaround available.
1 business day
1 business day
2 hours
Updates daily
30 minutes
Updates hourly
SEV 2 Serious loss of function
Not Severity 1; serious loss of application or performance, with the majority of End Users unable to perform normal functions.
1 business day
1 business day
4 hours
Updates daily
2 hours
Updates twice daily
SEV 3 Minor error
Not Severity 1 or 2; a minor error resulting in an intermittent problem or discrete performance issues.
1 business day
1 business day
8 hours
Updates daily
4 hours
Updates daily
SEV 4 General questions
Not Severity 1, 2, or 3. General questions, how-to, or minor usability issues.
1 business day
1 business day
1 business day
Updates weekly
8 hours
Updates weekly
- Support Offerings
3.1 Support Hours & Package Descriptions
Ycrest will provide the support services during the hours and at the respective package combinations listed below.
Package Details
Silver
Gold
Platinnum
SUPPORT
Silver
Gold
Platinnum
Technical support coverage
16 hrs/day, Mon–Fri
24 hrs/day, Mon–Fri
24 hrs/day, Mon–Fri24/7 for Severity 1
Designated Support Contacts
4 contacts
8 contacts
12 contacts
Response times (SLAs)
Standard
Accelerated
Maximum
CUSTOMER SUCCESS
Silver
Gold
Platinnum
Customer Success Manager
Pooled
Named
Named
Executive Business Reviews
None
Annually
Bi-annually
CSM cadence calls for Ycrest best practices
Quarterly
Monthly
Bi-weekly
Train the Trainer & Executive Enablement
None
PROFESSIONAL SERVICES
Silver
Gold
Platinnum
Sandbox + maintenance
None
1 sandbox,
annual refresh
3 sandboxes,
quarterly refresh
Ongoing configuration assistance for new config & larger changes
None
Up to 15 hrs/quarter
Up to 50 hrs/quarter
Technical Account Management
None
None
Available for purchase
YCREST CIRCLE
Silver
Gold
Platinnum
Community, University & Knowledge Base access
Branded hubs
None
None
Customized
- General Provisions
4.1 Maintenance
To ensure optimal performance of the Services, Ycrest performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Ycrest expects planned Maintenance to negatively affect the availability or functionality of the Services, Ycrest will use commercially reasonable efforts to provide at least seven days' advance notice of the Maintenance.
4.2 Term of Support
Ycrest will only provide the support services described in this Support Policy during Customer's applicable Subscription Term and will have no obligation to provide any support services after the expiration or termination of such Subscription Term.
- Exclusions
The following exclusions apply to Ycrest's provision of the support services under this Support Policy, to the extent an incident arises from:
- Customer's use of the Services in breach of the Agreement or not as otherwise described in the Documentation;
- Customer's own infrastructure or equipment, or failure of Customer's network connection;
- events outside of Ycrest's reasonable control, including force majeure events or systemic Internet failures; or
- any third-party services, systems, platforms, or technology.
- Definitions
For the purpose of this Support Policy, the capitalized terms below will have the following meanings:
"Designated Support Contact(s)" means the contact person(s) designated by Customer to communicate with Ycrest for purposes of receiving support services under the Agreement. Please contact your Ycrest Administrator to set up or update your Designated Support Contact.
"Maintenance" means maintenance work that is performed on hardware or software delivering the Services.
© 2026 Ycrest. All rights reserved.