Support Schedule

1About this Support Schedule

1.1 This Support Schedule applies to each Product whose Order Form or Product Schedule refers to it, including Monarch EDRMS.

1.2 The support tier is the tier stated in the Order Form. For Monarch EDRMS, the support tier is the same as the product tier (Essential, Standard or Enterprise). If no tier is stated, Essential support applies.

1.3 Business Day means a day other than a Saturday, Sunday or public holiday in Perth, Western Australia. All times are Australian Western Standard Time (AWST).

2Support access by tier

2.1 Support Portal: monarch360.atlassian.net/servicedesk/customer/portals

2.2 Email: support@monarch360.com.au

2.3 Phone (P1 issues, Standard and Enterprise): 08 9288 1726

2.4 After-hours P1 cover (Enterprise): available outside Enterprise support hours, including weekends and public holidays, by phone on 08 9288 1726. A P1 issue must be logged by phone to receive after-hours cover.

3Named Contacts

3.1 The Customer nominates its Named Contacts through the Support Portal. Only Named Contacts may log and manage support tickets.

3.2 Named Contacts should be trained in the use and administration of the relevant Product. The Customer may replace a Named Contact at any time through the Support Portal.

3.3 Additional Named Contacts may be bought as an Add-on, charged per contact per Subscription Year.

4Severity levels and response targets

4.1 Monarch360 assigns a severity level to each ticket after triage, using the definitions below and acting reasonably (clause 5.1 of the Agreement). The Customer may ask Monarch360 to review a severity level.

4.2 A response means the first acknowledgement of a ticket by a member of Monarch360’s support team, not an automated reply. Response targets do not measure when the issue is fixed.

4.3 Response targets are measured only within the tier’s support hours, except for P1 issues under Enterprise after-hours cover.

4.4 Monarch360 uses reasonable efforts to meet the response targets and to resolve issues, or provide a workaround, as soon as reasonably practicable. Response targets are targets, not guarantees, and missing a target does not give rise to service credits.

4.5 To receive the P1 response target, Standard and Enterprise Customers must report P1 issues by phone as well as by logging a ticket.

5What support covers

5.1 Support covers:

• diagnosing and correcting defects in Monarch360 Components when used in a supported environment;
• providing workarounds where a correction is not immediately available;
• security fixes and supported releases; and
• answering reasonable questions from Named Contacts about how Product features work.

6What support does not cover

6.1 In addition to the exclusions in clause 5.2 of the Agreement, support does not cover:

• issues caused by deleting, renaming or changing Monarch360 content types, site columns or other Monarch360 Components;
• modifications or customisations performed by anyone other than Monarch360 or an Authorised Partner;
• workflows, Power Automate flows, Power Apps, forms, scripts, third-party add-ons or other items not developed by Monarch360;
• outages, faults or changes in Microsoft 365, SharePoint Online or Microsoft Azure (Monarch360 will reasonably assist in identifying whether an issue is caused by the platform);
• fileplan configuration values, retention and disposal decisions, or disposal actions approved by the Customer;
• backup, restoration or recovery of Customer Content, metadata or configuration;
• implementation, configuration changes, integration with other systems, data migration, training or new features, which are professional services; and
• issues that Monarch360 cannot reproduce on an unmodified, supported version of the Product.

6.2 At the Customer’s request and with its approval, Monarch360 may perform out-of-scope work at its then-current rates.

7Releases and updates

7.1 During an active subscription, Monarch360 provides releases containing fixes, security updates and product improvements, with release notes and product update briefings for all tiers.

7.2 Monarch360 deploys releases to the Customer Environment, using the permissions documented under clause 4.5 of the Agreement.

7.3 Monarch360 supports the current release of each Tenant Product and the two preceding major releases (clause 5.2 of the Agreement). Issues affecting earlier releases may require the Customer to update before support can continue.

8Availability

8.1 Tenant Products, including Monarch EDRMS, run in the Customer Environment. No availability commitment or service credit applies to them under clause 5.3 of the Agreement unless expressly stated in an Order Form. Clause 4.4 of the Agreement applies to Microsoft platform services.

9Service reviews

9.1 Standard Customers receive an annual service review and Enterprise Customers a quarterly service review, held remotely by Microsoft Teams unless agreed otherwise. Reviews cover ticket history and trends, upcoming releases and product roadmap updates.

10Customer obligations

10.1 To receive support, the Customer must:

• log tickets through an available channel for its tier, with enough detail to reproduce the issue (including steps, screenshots and error messages);
• make Named Contacts reasonably available to work with Monarch360 on the ticket;
• provide access to the Customer Environment where reasonably required, in line with clause 4.5 of the Agreement and the Data Protection and Security Terms; and
• avoid sending Customer Content or personal information through support channels unless it is needed to resolve the issue.

10.2 Monarch360 Personnel access Customer Content only as permitted by clause 7.3 of the Agreement.

Governing agreement: Monarch360 Master Software Licence and Subscription Agreement (Version 2.0). This page forms part of the Published Terms under clause 1.4 of that agreement and describes scope, service levels and technical matters only. If there is any inconsistency, the agreement prevails (clause 1.3). The version current when an Order Form is formed applies to it, subject to clause 4.3. Previous versions are available on request.