LAST UPDATED: JANUARY 29, 2025
LAST UPDATED: JANUARY 29, 2025
These Intrinsic Support and Maintenance Terms (the “Support Terms”) are Additional Terms under the Intrinsic Platform Terms of Service and are part of the binding agreement between you and Intrinsic. The Support Terms only apply to Services, if this is indicated in the applicable Order Form. Capitalized terms used but not otherwise defined in these Support Terms have the meanings set forth in the Platform Terms.
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1.1 "MTTR" means the mean time taken for Intrinsic to provide an initial response to a Support Request.
1.2 "MTTR Target" means the target MTTR per Severity Level of a Support Request as further detailed in Section 4.1.
1.3 “Support Issue” are issues that cause the Services provided by Intrinsic to not function as described in the Documentation. Support Issues do not include issues arising from (a) versions of the Services that do not have all updates installed (c) Force Majeure, your or your end customer’s or other third party’s equipment, software or other technology, or any cause beyond Intrinsic's reasonable control, (d) maintenance, (e) use of the Services in violation of the Terms or Documentation or (f) any bona-fide suspension or termination of your right to use the Services in accordance with the Terms.
1.4 "Support Request" means a ticket properly submitted by you in accordance with Section 2 following a Support Issue.
1.5 “Severity Level” or “SEV” means the severity classification according to the following severity classes, as further detailed in Section 4.
"Urgent" means a Support Issue with critical impact on a core functionality of the Services, which is unable to be used for production as a result of the Support Issue.
"High" means a Support Issue that causes a severe degradation of a core functionality of the Services.
"Medium" means a Support Issue that does not have an impact on the performance of the Services.
"Low" means a non-urgent, non-performance impacting Support Issue.
2.1 Intrinsic offers technical support for the Platform Resources and the Robotic Operating Services. Deployment Services, services provided as “beta”, “evaluation”, “trial”, “test”, “pilot” or similarly identified by Intrinsic, services specifically developed or customized for you, and any services not documented in an Order Form or other Commercial Terms are not in scope of Intrinsic support, and will not be included in the MTTR Targets.
2.2 During the Term, you may contact Intrinsic with Support Issues by submitting a Support Request via the support page made available by Intrinsic via the support link embedded in the Services.
2.3 Intrinsic support is limited to Support Requests issued by you. Intrinsic may ask you to designate one or more primary contact persons for requesting and receiving support. No direct support or communication will be provided to your end customers or other third parties, provided that Intrinsic may opt to reach out to end customers, if it deems necessary for resolution of the Support Request.
2.4 Before submitting a Support Request or otherwise contacting Intrinsic, you agree to first review and make a reasonable determination that the issue qualifies as a Support Issue. You shall provide Intrinsic sufficient information and resources to resolve the Support Issue. You are responsible to read the relevant part of the Documentation and any other materials provided by Intrinsic before raising a Support Issue.
Intrinsic support is provided remotely, and in English language.
3.1 Support is available Monday to Friday 12AM-5PM US Pacific Time (i.e. 9AM-2AM CET), excluding public holidays in the US and Germany ("Service Hours"). Specifically, US public holidays affect Service Hours between 8AM-5PM Pacific time, while German public holidays affect Services Hours between 12AM-8AM Pacific time.
4.1 During Service Hours, Intrinsic will use commercially reasonable efforts to provide an initial response to Support Requests in accordance with its classification within the following MTTR Targets:
4.2 When submitting a Support Request, you will initially classify the Support Request according to the severity level classification described in Section 1.5.
4.3 Intrinsic may modify the Severity Level of a Support Request after it was submitted, and the final severity classification will be at the sole discretion of Intrinsic.
5.1 Intrinsic may schedule periods when the Services will be unavailable for a more than insignificant time period in order to update, improve, repair or otherwise maintain the Services ("Scheduled Maintenance"). Intrinsic strives to keep Scheduled Maintenance as short as possible and will use commercially reasonable efforts to notify your designated point of contact via the Intrinsic support page, email or via other communication channels at least one (1) week in advance of any Scheduled Maintenance. Intrinsic reserves the right to conduct critical unforeseen maintenance work, e.g. to address security threats, in its sole discretion at any time without prior notice.