Support Agreement

Last Revision: September 2024

This Support Agreement applies to and is incorporated by reference into the ordering document (the “SaaS Agreement”) made by and between Pharmadent Inc. and the Customer (as identified on the SaaS Agreement). Pharmadent Inc. may modify the terms and conditions of this Support Agreement from time to time by posting such amended Support Agreement to Pharmachat24.com, but will provide sixty (60) days advance notice to Customer before materially reducing the benefits offered to Customer under this Support Agreement.

1. DEFINITIONS

“Basic Support” means the support level as set out in Section 2.
“Business Hours” is M-F 9 am - 5 pm EST.
“Gold Support” means the support level as set out in Section 3.
“Immediately” means a time period of 60 minutes or less.
“Issue” means a failure of the “Application” (as described in the SaaS Agreement) to substantially conform to the functional specifications set forth in the Documentation and the Agreement.
“Primary Functions” refers to all critical steps involved in pharmacy services marketing chatbot processes, including but not limited to, customer interactions, pharmacy service promotions, OTC drug marketing for pharmaceutical companies or their representatives , and handling patient inquiries.
“Response Time” means the time period in which the assigned support resource shall provide the Customer with an initial technical response to an Issue.
“Secondary Functions” refers to non-critical features that enhance marketing services, such as reporting, analytics, and customization options for chatbot services.
“Support” refers to the support services to be provided by Pharmadent Inc. to the Customer under this Addendum.
“Support Level” means the level of Support (Basic Support or Gold Support) selected by the Customer on the SaaS Agreement.
“Term” means the duration set forth in the SaaS Agreement.
“Tertiary Functions” refers to all other aspects of the Platform that facilitate ease of use of the chatbot, such as display features, notifications, and non-essential pharmacy marketing tasks.

2. BASIC SUPPORT

2.1 Basic Support includes the program features that Pharmadent Inc. makes available to its Basic Support SaaS customer base during the applicable Term.

2.2 Basic Support is available Monday through Friday during Pharmadent Inc.’s Business Hours unless otherwise specified.

2.3 Severity Classification and Response Time Goals:

3. GOLD SUPPORT

3.1 Gold Support includes program features that Pharmadent Inc. makes available to its Gold Support SaaS customer base.

3.2 Support Defined: Gold Support consists of assistance provided via the Internet to resolve Issues, and cases are tracked through Pharmadent Inc.'s Customer Support Portal. Gold Support is available Monday through Friday during Pharmadent Inc.'s Business Hours unless otherwise specified.

3.3 Severity Classification and Response Time Goals:

4. OBLIGATIONS OF CUSTOMER

4.1 Support Contact: All communications relating to Support must be coordinated by no more than two (2) designated contact persons per Customer work-shift who will act as a point of contact between the Customer and Pharmadent Inc. These contacts must acquire the necessary expertise to diagnose and resolve Issues with guidance from Pharmadent Inc.

4.2 Pre-Call Procedures: Before contacting Pharmadent Inc. for support, the Customer must ensure compliance with all troubleshooting procedures for the Application. If efforts are unsuccessful, the Customer will notify Pharmadent Inc. and confirm the following conditions:

a) The issue is reproducible in a single supported Application.
b) The Customer contact has the technical knowledge regarding the Application and the systems involved.
c) The system, including all software and hardware, is available to the Customer contact during communication with support personnel.
d) If necessary, the Customer must make a technical representative available during support hours.

4.3 Remote Connection: If appropriate, the Customer will cooperate with Pharmadent Inc. to perform support via remote connection using available remote control software. The Customer is responsible for instituting and maintaining proper security safeguards to protect systems and data.

4.4 Updates: Customer acknowledges that updates provided by Pharmadent Inc. may require additional training for Customer personnel.

4.5 Disclaimer: Pharmadent Inc. will not be responsible for Issues arising from misuse, misconfiguration, or unauthorized use of the Application.

5. CONTACT

If you have any questions about these Terms, please contact Pharmadent Inc. via email at: support@pharmachat24.com.