1. Customer Support Services
1.1. Technical support
Licensee’s TA(s) will have 24 hour access to the Licensor’s online support portal to research solutions to common issues as well as to create and monitor support cases. Technical support by phone will be available Monday through Friday, 6:00 am to 6:00 pm Pacific Time (excluding business holidays) in English. Additional information is available here.
1.2 Usage and activity reports
Through logging into the Services, the Client’s TA(s) will have ongoing access to a variety of usage and activity reports. These reports will allow the TA(s), among other things, to monitor Users’ access to the Online Courses and identify Users who have not completed the Online Courses.
1.3 Completion reporting
The TA(s) will have ongoing access to NAVEX’s completion and certification report system. The TA(s) will be able to export this information for import into other databases that any TA uses to monitor the Client’s training programs.
1.4 Customer Resource Center
Client will have access to NAVEX’s online Customer Portal, which allows Client to access information and resources to assist in the implementation, rollout and support of Client’s training initiative. These resources presently include:
- Access to a searchable knowledgebase of articles and best practice guides.
- Tools to find solutions for an issue and view the status of any open support cases or open a new support case.
- Resources to help Client stay abreast of compliance developments.
2. Maintenance Policy
For purposes of this Agreement, “Maintenance” means the on-going upkeep NAVEX performs.
2.2. LMS Upgrades
For the purposes of this Agreement, “LMS Upgrade” means incorporating substantial changes to the LMS, including but not limited to (1) user functionality, (2) user interface, and (3) expanded features.
2.3. Course Content
For the purposes of this Agreement, “Course Content” includes, but is not limited to the text, audio, graphics, animations, and digital video that incorporate the Online Courses’ legal, practical, instructional, and entertainment-based learning elements.
2.4. Services Provided
NAVEX shall provide the following services during the License Term:
2.4.1. General Maintenance. NAVEX will conduct Maintenance as follows: (1) NAVEX will make commercially reasonable efforts to perform Maintenance during non-business hours; (2) for scheduled Maintenance that affects Online Course availability for longer than two (2) hours, NAVEX will make commercially reasonable efforts to notify the TA a minimum of five (5) business days prior to such Maintenance; (3) for unscheduled Maintenance that affects Online Course availability for longer than fifteen (15) minutes, NAVEX will make commercially reasonable efforts to provide email notification to the TA a minimum of twenty-four (24) hours prior to such Maintenance.
2.4.2. LMS Upgrades. NAVEX will provide to Client descriptions and documentation of the LMS Upgrade concurrently with the release. NAVEX will make commercially reasonable efforts to perform scheduled LMS Upgrades during non-business hours.
2.4.3. Online Course Content Upgrades. NAVEX may from time to time make changes to the Online Course Content due to changes in the law. NAVEX will make commercially reasonable efforts to notify Client a minimum of five (5) business days prior to change. NAVEX reserves the right to change any aspect of the Online Courses at any time, including the availability of any Online Course feature, functionality, or Content.
2.4.4 Online Course Technology Upgrades. NAVEX may from time to time make upgrades to the Online Courses technology. NAVEX will make commercially reasonable efforts to notify Client a minimum of five (5) business days prior to a substantial change. Changes may be initiated for a number of reasons, including, but not limited to, the following reasons:
- New releases of underlying technologies - new browsers, operating systems, and technologies that the Online Courses depend on are released and adopted by NAVEX
- Updates that improve network performance
- Changes in communication protocol - AICC or SCORM may change or update communication protocol that in turn requires updates to the Online Courses
2.4.5 New Releases of Underlying Technologies. NAVEX from time to time may adopt new web browsers, operating systems and technologies with the goal of Improving performance of the Online Courses or facilitating changes in communication protocol – AICC or SCORM may change or update the communication protocol that in turn may require updates to the Online Courses.