Legal

Showrunnr Support Services

Last Updated: May 2025

General

Showrunnr Support Services are a subscription support offering that includes access to resources that help all customers use and maximize their investment. The Standard Support Service, and if purchased, the Enterprise Support Service, will be provided to Customer’s Users in the accordance with the description outlined in this document. Subscriptions to the support service are for the services licensed by the Customer as part of their Showrunnr subscription and are valid for the term of their subscription as purchased, Customer’s access to services is active, and services are being used in accordance with the terms in the agreement.

Support Response Times and Severity Levels

Showrunnr will classify and prioritize issues based on the criteria specified in the table below. The classification of the issue may alter over time, as more information become available, or workarounds are provided.

Showrunnr’s support of the response times is contingent upon Customer providing a reasonably detailed description of the issue along with information reasonably requested by Showrunnr needed to replicate and verify the issue.

Availability Events and Remedies

Showrunnr will provide Customer with in-app or email notice at least one business day prior to a planned Product Modification if: (a) Showrunnr believes that the Product Modification will materially impact the Availability of the Showrunnr Product; and (b) such notice will not pose a security risk to Showrunnr or its customers.

(a) Showrunnr has no obligation to issue any Service Credit unless: (i) Customer reports the Service Failure to Showrunnr immediately on becoming aware of it; and (ii) requests such Service Credit in writing within 30 days of the end of the month in which the Availability Event occurred; and

(b) Showrunnr will validate Availability Events against its system records and will determine Service Credits in accordance with the following table:

Target Response Time
Description Standard Enterprise
Severity Level 1 – Critical Business stopping and no acceptable workaround. 8 Business Hours 2 Business Hours
Severity Level 2 – High Key business impacting, no workaround; critical function not operating 1 Business Day 8 Business Hours
Severity Level 3 – Medium Issues impacting limited, nonessential functions that have limited business impact, workarounds available 2 Business Days 2 Business Days
Severity Level 4 – Low Non-key business impacting with workarounds, support questions 5 Business Days 4 Business Days

Service Modification Notice

Showurnnr must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Showrunnr to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, subject to Customer's approval on a case-by-case basis, users may be asked to provide remote access to their Showrunnr application for troubleshooting purposes.

Service Availablity

Showrunnr will use commercially reasonable efforts to always make the Services available. Service is unavailable to Customer during scheduled downtimes which are communicated electronically to Customer in advance. Customers that have purchased the Enterprise Support service are additionally entitled to enhanced services as defined in Showrunnr Service Level Agreement and available at https://www.showrunnr.com/legal/sla

Changes to Support Plans

Showrunnr may modify Support Plans from time to time, provided the level of service under the plans will not materially decrease during a subscription term.