Ongoing Support Terms and Conditions


When assistance requests are submitted to the CPI Support Team via the CPI Support Web Portal (, the requests or incidents are assigned a severity level according to the impact on Client’s business as a whole. The following definitions can be used to assess the situation and provide the appropriate severity level when logging the request/incident with CPI Support. A CPI Support Team member will confirm that the correct severity level has been assigned based on the information provided and proceed accordingly.

Level 1 – Site Down: The Client’s production use of the programs is completely stopped or so severely impacted that the organization cannot reasonably continue work.

  • Response Time is 2 hours or less

Note:   In addition to reporting a Level 1 – Site Down via CPI’s Support Web Portal, Client must also call CPI’s Customer Service at 800.999.0197.  It is important when submitting a Site Down that Client production site is completely down and that this is not a means of escalating an incident to be addressed more quickly.

Level 2 – Major Functionality Impairment: Important program features are unavailable with no acceptable workaround. The Client’s implementation or production use of the programs is continuing; however, there is a serious impact on the Client’s productivity and/or service levels.

  • Response Time is 8 hours or less

Level 3 – Some Business Impact:
Important program features are unavailable, but a workaround is available, or less significant program features are unavailable with no reasonable workaround. The Client’s work, regardless of the environment or product usage, has a minor loss of operational functionality or implementation resources.

  • Response time is 24 hours or less

Level 4 – Low Business Impact:
The Client requests information, an add or change to system configuration items, or documentation clarification regarding the programs functionality, but there is no impact on the operation of the program itself. The Client’s implementation or production use of the programs is continuing and there is no work being impeded at the time.

  • Response time is 24- 48 hours.


2.0 Routine Systems Administration Services

CPI will perform Routine System Administration Services such as those listed below upon Client request and the time expended shall be deducted from Client’s contract amount/“block” of hours.  If Client does not request CPI perform these services, the Client shall be expected to perform them to ensure system integrity.

  • Updating existing Reports or creating new reports
  • Moves, Adds and Changes of Staff Accounts including the addition of new user profiles
  • Modifying Workflows and Workspaces
  • Modifications to System Configuration Setting
  • Troubleshoot and modify Business Rules as needed
  • Create and/or update Custom Fields and Custom Objects


3.0 Support Services / Strategic Planning Meetings

Should Client request, a CPI Consultant and lead engineer will facilitate scheduled status meetings.  These meetings will serve to update Client on recently scheduled support services tasks and/or predetermined time-lines for upcoming development efforts.  Discussions on best practices for utilization of the communications platform and consensus of Client’s long range goals will also be covered.

4.0 Confidentiality

Both Parties acknowledge that the knowledge and information of the other Party as related to that Party’s business and proprietary interests is highly confidential.  Thus, each Party and its employees and agents agree not to disclose, during or after the term of this engagement/agreement, any information relative or pertinent to the other Party’s financial condition, operating conditions, business operations and plans, or other information identified as proprietary.  This obligation of confidentiality does not apply to information that:  (a) is or becomes publicly available; (b) is already in the recipient’s possession prior to receipt; (c) is independently created by the recipient without resort to the information provided by the opposite Party; or (d) is received from a third party without an obligation of confidence.  Client agrees any testimonial made on behalf of CPI may be used, in whole or in part, in connection with publicizing and promoting CPI. Client authorizes CPI, without further consideration, to use Client’s name, brief biographical information, and non-proprietary project information for descriptive purposes.  Client hereby irrevocably authorizes CPI to copy, exhibit, publish or distribute the descriptive information for purposes of publicizing CPI’s services or for any other lawful purpose. Client agrees that it will make no monetary or other claim against CPI for the use of the descriptive information.  Client statements may be used in printed publications, multimedia presentations, on CPI’s website, or in any other distribution media.  All files and records related to Client’s business shall be the property of Client, and CPI shall not remove these files or records from Client’s facilities without the express consent of Client.