This policy is intended to outline the responsibilities of Kinetic Growth and our customers in identifying and resolving issues that may arise when using our software & services. Full details are specified in the customer agreement documents. This policy is subject to change and any changes will be posted to the website.
Kinetic Growth develops and offers to our customers software as a Salesforce managed package application (the “Managed Package”). In addition we offer professional services to implement, integrate, and adapt our managed package into customers’ specific environment, per requirements that are detailed in the statement of work for the project (the “Professional Services”).
Upon delivery of Professional Services projects, it is the customer’s responsibility to review, test, and accept the work as delivered, and to ensure it meets the requirements as detailed in the statement of work. Upon delivery of Professional Services projects, the project is considered complete and there is no further warranty or guarantee provided.
If a customer encounters and reports an issue with their customized Kinetic Growth implementation, our support services will determine whether the reported issue is with the Managed Package or with the Professional Services portion of the customer’s environment.
If the issue is determined to be with the Managed Package, we will continue to analyze and identify the source of the issue. Once identified, we will create a code change or enhancement request for the issue, which will be considered for a future release of the Managed Package based on the priority and severity of the issue.
If the issue reported is determined to be with the Professional Services, then all further work to analyze and resolve the issue will be addressed as a separate professional services project that will be billed to the customer on a time and materials basis.
For any further clarification of this policy, please contact Kinetic Growth.
We appreciate your business and look forward to a long future with your company.
Revision date: September 14, 2015