Legacy Support

Last modified: May 13, 2024.

Legacy support provides you with an extra 2 years of support for specific Syntphony Conversational AI releases for an additional fee. You benefit from:

• Major product and technology releases

• Technical support

• Updates, fixes, security alerts, data fixes, and critical patch updates

• Certification with most existing third-party products/versions

• Legacy Support may not include certification with some new third-party products/versions.

Syntphony Conversational AI - server/cloud support

Initial Response Goals

• Hours: 24/7 for severity levels 1 and 2

• M-F, 9 am - 6 pm EST Time for severity levels 3 and 4

• Channels: incident tool

Severity	Initial Response Goal
Level 1 (Blocker Incidents)	2 hours
Level 2 (Critical Incidents)	4 hours
Level 3 (Major-Errors)	8 hours
Level 4 (Minor Questions, Requests Improvements)	32 hours

Customer Obligations

To enable NTT DATA to provide Support, you agree to:

1. provide NTT DATA with reasonable detail of the nature of and circumstances of the Issue or Error

2. provide NTT DATA with diagnostic data that is reasonably requested; and

3. provide NTT DATA with reasonable cooperation in the diagnosis and resolution of any Requests and Errors.

You must contact NTT DATA Customer Success Team immediately after opening a Severity Level 1 or Severity Level 2 support case to ensure the applicable Initial Response Goal is met.

Support Limitations

Support is only available in English.

NTT DATA has no obligation to provide any Support:

1. for any software, hardware, or other elements of the Customer environment not provided by NTT DATA

2. if the Customer or a third party has altered or modified any portion of the Software

3. if the Customer has not used the Software by documentation or instructions provided by NTT DATA, including failure to follow implementation procedures

4. if the Customer is running a version of the Software that has passed its end of life date; or

5. for Beta Offerings.