This Support Services Policy ("the Policy") establishes the guidelines and procedures for customer support services (“Support”) provided by ItemPath, Inc. ("the Company") for its Software as a Service (SaaS) products ("Services"). This policy applies to all Customers who utilize the Company’s Services. By utilizing the Company’s Services, Customers acknowledge and agree to adhere to the terms and conditions outlined in this Policy.

1. Support Availability

1.1. Standard Support services are available Monday through Friday, from 9:00 AM to 5:00 PM Eastern Standard Time (EST), excluding Company-observed holidays.

• Support availability may be impacted during Company-observed holidays. Company-observed holidays include: New Year’s Day, Family Day, Good Friday, Victoria Day, Canada Day, Civic Holiday, Labour Day, National Day for Truth and Reconciliation, Thanksgiving Day, Christmas Day, and Boxing Day
• If a Customer submits a support request on a Company-observed holiday, they will receive an automated response notifying them that support is unavailable due to the holiday and providing information on when they can expect a response.

1.2. Extended Support hours, beyond the standard Support hours specified in Section 1.1, may be available to Customers with a valid Service Level Agreement (“SLA”). The specific extended Support hours and terms will be outlined in the individual Customer’s SLA contract.

 

2. Support Channels

2.1. The Company provides multiple channels for Customers to request Support services. Customers are encouraged to utilize these channels for general questions, requests, and detailed issue reporting.

2.2. Whenever possible, Customers should provide a clear and detailed description of any issues, including relevant screenshots and error messages, in order to expedite resolution.

2.3. Customers can reach our support team through the following channels:

• Email: support@itempath.com 
• Webform: https://itempath.com/contact-support 
• Chat: Bottom right corner of any page on https://itempath.com
• Phone: 226-741-4100 

 

3. Scope of Support

3.1. The Company shall provide Support for the following:

• Issues related to Service availability and performance;
• Troubleshooting software functionality;
• Assistance with account and billing inquiries; and
• Guidance on usage and best practices.

3.2. The Company shall not provide Support for the following: 

• Third-party integrations not directly managed and supported by the Company;
• Customer-managed IT infrastructure (for on-premise hosting), network and firewall configurations (for Power Pick and ERP/WMS connections), and the Power Pick application itself;
• Custom modifications or development requests beyond the standard features of the Services; and
• Issues caused by user misconfiguration, misuse, or unauthorized modification of the Services.

 

4. Resolution and Response Times

4.1. Support requests are categorized as follows:

Severity Rating	Description	Response Time*	Resolution Time*
S1	System-wide failure or severe issue causing complete service disruption. Immediate action required.	0-2 business hours	4 business hours
S2	Major functionality is impaired, affecting multiple users or critical operations. Requires urgent resolution.	2-4 business hours	1 business day
S3	Partial loss of functionality or a significant issue with a workaround available. Needs timely attention.	1-2 business days	3 business days
S4	Minor issue, cosmetic bug, or slight inconvenience that does not significantly impact operations. Can be addressed in a future update.	1-2 business days	7 business days
S5	Very low impact issues, such as a minor inefficiency, non-urgent usability concern, or minor deviation from expected behavior. Fixes can be scheduled as needed.	1-2 business days	Best efforts

*Response and resolution times are estimates for support requests during business hours and may vary depending on issue complexity.

 

5. Escalations 

5.1. If a S1 or S2 issue cannot be resolved by Support, it will be escalated to the appropriate Manager for further review. The Manager will determine the next steps and may involve the Company’s Emergency Response Team if necessary.

5.2. In the event of an emergency, such as a data breach, system security breach, or system outage, the Emergency Response Team will be notified immediately to take appropriate action.

5.3. For more details on incident response procedures and disaster recovery, please refer to the Company’s Security Policy Kit, specifically the Incident Response Plans and Disaster Recovery Plan

 

6. Customers Responsibilities

6.1. To facilitate efficient and effective support, Customers are required to fulfill the following obligations:

• Issue Description: Provide clear, concise, and detailed descriptions of all reported issues.
• Supporting Documentation: Include all relevant supporting documentation, such as logs, screenshots, error messages, and step-by-step replication instructions, as applicable.
• Cooperation: Cooperate fully with Support during the troubleshooting process, including providing requested information and performing requested actions.

 

7. Service Level Agreements (SLA)

7.1. If applicable, specific SLAs  for enterprise Customers will be outlined in their individual contracts. 

7.2. Standard support services, as provided to Customers without a formal SLA, do not include financial penalties or guarantees unless explicitly stated in a Customer’s contract.

 

8. Software Updates

8.1. The Company shall release major software updates on a scheduled seven (7) week cycle. 

8.2. The deployment of software updates to Customer environments varies based on the Customer’s hosting type and, when applicable, their SLA.

• Cloud Hosting:
  • Customers with an SLA: Test environments shall be updated every seven (7) weeks.
  • Customers without an SLA: Production environments shall be updated every fourteen (14) weeks.
• On-Premise Hosting:
  • Customers with an SLA: Test environments shall be updated within every (14) weeks.
  • Customers without an SLA: Production environments shall be updated every twenty-one (21) weeks.

8.3. Software updates shall be automatically deployed to all test environments in accordance with the above schedule.

8.4. Software updates shall be automatically deployed to all production environments for Customers without a current SLA in accordance with the above schedule.

8.5. The Company may release interim software patches as required to address critical issues or security vulnerabilities.

8.6. When a software update has been deployed, an email notification will be sent to the customer including the following details:

• The new software version number.
• A link to the release notes.
• The access code and link to the customer’s profile page. This profile page includes the date of the next scheduled update along with the dates and version numbers of previous updates.

8.7. Customers with a current SLA shall receive prior notification of all scheduled software updates to their production environments.

• The notification shall include the date, time, and expected duration of the update, as well as any potential impact to service.

8.8. Customers with a current SLA may request a scheduled software update, providing the following minimum advance notice to the Company:

• Three (3) business days’ notice for updates scheduled during standard business hours (Monday through Friday, 9:00 AM to 5:00 PM EST).
• Five (5) business days’ notice for updates scheduled outside of standard business hours (evenings and weekends).

8.9. Support Level 1 SLA Customers:

• Customers with a Support Level 1 SLA may request a scheduled software update within extended support hours of 9:00 AM - 10:00 PM Eastern Standard Time (EST). 
• Weekend update scheduling is available only if explicitly included as an add-on service within the Customer’s Support Level 1 SLA.

8.10. Support Level 2 SLA Customers:

• Customers with a Support Level 2 SLA may request a scheduled software update within the support hours of 9:00 AM - 10:00 PM Eastern Standard Time (EST).
• Weekend update scheduling is available only if explicitly included as an add-on service within the Customer’s Support Level 2 SLA.

8.11. Support Level 3 SLA Customers:

• Customers with a Support Level 3 SLA may request a scheduled software update at any time, in accordance with the 24/7 support provisions of their SLA.

 

9. Updates and Changes

9.1. The Company reserves the right to modify or update this Policy at its sole discretion, as deemed necessary to reflect changes in Services, Support procedures, or legal and regulatory requirements. 

9.2. The Company shall provide Customers with reasonable advance notice of any material changes to this Policy.

9.3 Notification of material changes may be provided through email. 

9.4. The notification shall include a summary of the changes and the effective date of the updated Policy.

9.5. Customers are responsible for reviewing and understanding the most current version of this Policy, which shall be made available on the Company’s website. 

9.6. Continued use of the Services after the effective date of any changes to this Policy constitutes acceptance of those changes.