1. Availability of Technical Support

Technical Support is available at the following DDFU support website: https://portal.ddfu.org

2. Support Tiers

DDFU shall classify each support request ("Ticket #") and provide support based on the following tiers:

• First Line Support: Basic help desk resolution and front-line service desk delivery. Includes first call resolution, triage of technical issues, resolution of known issues, identifying severity and escalating.
• Second Line Support: In-depth technical support with technicians who know the product and systems. Includes symptom identification, provide break-fix/corrective support, troubleshooting the product, system/network tuning.
• Third Line Support: Expert technical knowledge to support product and service problems. Includes in-depth technical resolution, defect detection and analysis, software development, testing and releasing patches.

Note: Partners must provide First Line Support to their end-customers prior to escalating support requests to DDFU.

3. Ticket # Classification and Response Time

Technical Support may be provided by telephone, e-mail, or chat. DDFU shall assign each Ticket # received a severity level and a target response time in accordance with the following:

• Severity Level 1: Production system is down, or the Software is functionally inoperable. Target Response Time: 2 hours (must be logged by phone)
• Severity Level 2: A performance issue that has a significant impact on normal operations of the Services or Software or materially restricts Your use of the Services or Software (system is operational, but performance may be impacted). Target Response Time: 4 hours
• Severity Level 3: A performance issue that has a minor impact on normal operations of the Services or Software, or a minor defect in the functionality of the Services or Software that does not materially restrict Your use of the Services or Software. Target Response Time: 24 hours
• Severity Level 4: A performance issue that is a non-critical question or issue that does not affect the performance or functionality of the Services or Software. Target Response Time: 48 hours

Note: Response Times are targets and not guaranteed. For the avoidance of doubt, the times listed are estimated times to respond and not times to resolve a Ticket #.

4. Responsibilities and Exclusions

DDFU will provide Technical Support for the preceding release of a Service or Software for a period not to exceed 12 months following the date of the latest version release. DDFU will not provide Technical Support for unsupported versions of the Service or Software.

DDFU's ability to deliver Technical Support depends upon Your full and timely cooperation as well as the accuracy and completeness of any information You provide.

Your request will not be eligible for Technical Support if the situation was caused by:

• Changes to Your operating system or environment that adversely affect the Services or Software;
• Your use of the Services or Software for any purpose other than as explicitly specified by DDFU;
• Your use of the Services or Software with equipment or software not recommended or supported by DDFU;
• Any alterations of, or additions to, the Services or Software made by anyone other than DDFU; or
• Your violation of the underlying agreement for the applicable Services or Software.

Contact

For questions about this Technical Support Addendum, contact DDFU at hello@ddfu.org or by post at: DDFU, Jan Skopový, Castkova 689/74, 326 00 Plzen, Czech Republic, EU.