Sections in This Document
K3S SUPPORT POLICIES
K3S delivers software, hosting, and processing services under a shared responsibility model. K3S is responsible for the operation and support of the platform, while customers are responsible for the accuracy, completeness, and timing of the data they provide. These policies outline how services are delivered, define standard support coverage, and identify when additional services may be scheduled or billed separately.
This is a web friendly version of our software support policies and services. This document is intended to describe how K3S delivers services under your agreement and does not modify the terms of your contract. For a copy of your official contract, please reach out to K3S at support@k3s.com.
Unless otherwise stated, these K3S Software Services and Support Policies apply to service work and technical support for all King III Solutions, Inc. (“K3S”) software product lines.
“You” and “your” refers to the individual or entity that has ordered services or technical support from K3S.
To receive services or technical support as described in these K3S Software Services and Support Policies, all Software must be properly licensed.
Technical support is provided for issues that are demonstrable in the currently supported release(s) of a K3S licensed program, running unaltered, and on a certified hardware, database, and operating system configuration, as specified in your order or program documentation.
These K3S Services and Software Support Policies are subject to change at K3S’s discretion; however, K3S policy changes will not result in a material reduction in the level of the services provided for supported programs.
Courtesy Hour: Subject to availability of personnel, the type of request, and other situational factors, K3S may provide customers with one complimentary consulting session per quarter, not to exceed one (1) hour per session, between 9:00 a.m. and 5:00 p.m. Eastern Time, Monday through Friday, excluding national holidays. The Courtesy Hour is intended for limited matters that can be addressed quickly and is provided at K3S’s discretion. It does not create an entitlement to investigation, cleanup, reset, correction, or reprocessing work.
1. MAINTENANCE AND SUPPORT SERVICES.
K3S maintenance and support services are provided only for the current release of the Software and the release immediately preceding the current release. Support of older releases may be available as project work on a time and materials basis, subject to availability of resources. Maintenance and support services provide you with (a) Error correction and (b) maintenance releases.
Normal Support Hours
In consideration of the Annual or Monthly support fee, K3S will furnish maintenance and support services as follows:
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Daytime Support - K3S will provide access to its technical support personnel between the hours of 9:00 a.m. and 5:00 p.m. Eastern Time, Monday through Friday, excluding national holidays, by e-mailing K3S at support@k3s.com.
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Processing Monitoring (Weekdays) - K3S actively monitors Night Job processing and data transfer activities between the hours of 6:00 a.m. and 8:00 p.m. Eastern Time, Monday through Friday, excluding national holidays. During this window, K3S will investigate and address processing-related issues as they are identified. Issues that occur outside of these monitoring hours will be addressed during the next monitoring window beginning at 6:00 a.m. Eastern Time.
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Weekend Monitoring - K3S performs limited monitoring of weekend Night Job processing and data transfer activities between the hours of 9:00 a.m. and 12:00 p.m. Eastern Time on Saturdays and Sundays, excluding national holidays. This monitoring is intended to identify and address significant issues related to the K3S platform.
Requests for support, investigation, or remediation during this time are outside the scope of standard maintenance and support services and will be billed as hourly support services at applicable weekend rates, unless K3S elects, in its sole discretion, to apply a Courtesy Hour.
These support and monitoring windows are designed to ensure reliable system operation during core business and processing periods, while providing additional support services outside of these windows on a scheduled or billable basis.
Response Time
K3S endeavors to respond promptly to maintenance and support services inquiries and requests. Response time and resolution time will vary depending on availability of personnel, the number of inquiries, and the difficulty of an inquiry.
Cooperation
Resolution of Errors in the Software requires your cooperation. If requested by K3S, you will:
- (a) submit to K3S a listing of output and any other data that K3S may reasonably require in order to reproduce the Error and the operating conditions under which the Error occurred or was discovered
- (b) provide screen shots, and initiate a “Webex” or similar presentation that will permit K3S personnel to observe the Error and the operation of the Software in your environment
Errors not Caused by the K3S Software
If K3S reasonably believes that a problem reported by you may not be due to an Error in the Software, K3S will so notify you, and K3S shall not proceed further unless mutually agreed to by you and K3S. If, after mutual agreement, K3S proceeds and the problem is diagnosed and determined to not be due to an Error in the Software, K3S shall bill you at its then-current rates for the time and expenses that K3S engineers spend in the resolution of said problem. As used herein, “Error” means a program or logic error or other defect in the Software which causes the Software to operate incorrectly or otherwise not in conformity with the online information and materials relating to the use of the Software made available to you in connection with the license of the Software, and that can be reproduced or observed by K3S. This includes issues caused by customer workstation environments such as browser extensions, plugins, or local configurations that affect application behavior or display.
Customer Data Responsibility
The K3S hosted environment operates on a shared responsibility model. K3S is responsible for the availability, performance, and operation of the Software and its processing environment. You are responsible for all data provided to K3S systems, including its accuracy, completeness, timing, and adherence to required formats. K3S does not validate or guarantee the correctness of customer-provided data prior to processing.
If customer-provided data causes failed processing, incorrect results, or the need for investigation, cleanup, reset, correction, or reprocessing, those issues are not considered Errors in the Software. Work performed by K3S to address such issues falls outside the scope of standard maintenance and support services and will be billed at K3S’s then-current rates, unless K3S elects in its sole discretion to waive such charges.
Hosted Data Exchange Obligations
For hosted customers, data responsibility extends to the reliable and timely delivery of interface files to the K3S SFTP server in the required format. K3S processes data according to a defined nightly schedule. The accuracy of purchasing recommendations and the integrity of processing results depend on receiving complete, correctly formatted files within the agreed processing window.
K3S requires all hosted customer data to be delivered as pipe-delimited CSV files in the formats and structures defined in K3S technical documentation. K3S does not reformat or adapt incoming files to accommodate alternate structures, nor does it produce outbound files in formats other than the K3S-defined pipe-delimited CSV standard.
Delivery of files outside the agreed schedule, submission of files that do not conform to K3S specifications, or changes to file-generating systems that are not coordinated with K3S in advance are not considered Errors in the Software. Work performed by K3S to address processing disruptions caused by these conditions falls outside the scope of standard maintenance and support services and will be billed at K3S’s then-current rates.
Hosted Data Services
In addition to standard maintenance and support services and hourly support services, K3S provides the following data services for hosted customers. These services are distinct from standard error correction and are billed separately at K3S’s then-current rates.
Night Job Rollback and Data Recovery. Prior to each Night Job execution, K3S takes a full snapshot of the hosted environment. A second snapshot is taken upon successful completion. The completed snapshot is retained for up to six months of daily history. In the event that a rollback to a prior state is required — whether due to customer-provided data issues, a customer-initiated request, or other circumstances — K3S will perform the restore as a billable service. Rollback and restoration work is labor-intensive and is not covered under standard maintenance and support services.
Data Patching. Where customer data in the K3S environment requires targeted correction — due to prolonged data quality issues, retroactive product or vendor history changes, or similar circumstances — K3S can perform data patching as a billable service. Data patching involves manual identification and correction of affected records and is subject to scoping, scheduling, and applicable time-and-material rates.
Manual Alternate Source Offerings Import. Customers using the Alternate Source Offerings module are responsible for ensuring that diverter offerings files are delivered to the K3S SFTP server on schedule. When a diverter offerings file is not available prior to Night Job execution, purchasing proceeds using standard supplier sources for the affected cycle. If a late diverter file is identified after the Night Job has run, K3S may be able to perform a manual import and reprocessing pass as a billable service, subject to timing, resource availability, and no guarantee of outcome.
K3S is not responsible for purchasing outcomes resulting from late or missing diverter offerings files. Work performed to address the consequences of late diverter file delivery is outside the scope of standard maintenance and support services and will be billed at K3S’s then-current rates.
Invoicing
Annual or Monthly support fee is invoiced either annually or monthly. A renewal invoice is sent 30 days prior to expiration of the annual or monthly term. Your Annual or Monthly support fee will be renewed for an annual or monthly term by paying the renewal invoice.
Reinstatement
If you terminate maintenance and support services or K3S terminates maintenance and support services for nonpayment, you may reinstate maintenance and support services by payment of the Annual or Monthly support fee payable in respect of all periods for which you did not pay support fee.
Exclusions
Support and maintenance services exclude:
- (a) New modules offered for sale to K3S customers generally for an additional charge.
- (b) Any problem resulting from:
- (i) the misuse, improper use, unauthorized alteration, or damage of the Software;
- (ii) modifications in any version of the Software not made or authorized by K3S;
- (iii) combination of the Software with other programs or equipment not supported by K3S; or
- (iv) Errors in any version of the Software other than the current release and the release of the Software immediately preceding the current release.
- (c) Any issue resulting from customer workstation environments, including but not limited to browser configurations, browser extensions, plugins, local security settings, or other third-party software that alters or interferes with the operation or display of the K3S application.
2. HOURLY SUPPORT SERVICES.
In addition to the maintenance and support services listed above, additional hourly support services are available subject to scheduling for an additional fee. Additional hourly support services are billed in increments of one hour. Please contact K3S by e-mailing K3S at support@k3s.com to obtain a price sheet for these additional fees.
Scheduled Hourly Support Services
- (a) In consideration of a weekday hourly fee, K3S will provide you scheduled after-hours access to its technical support personnel between the hours of 9:00 p.m. and 4:00 a.m. Eastern Time, Monday through Friday, excluding national holidays, with not less than one week prior notice.
- (b) In consideration of a weekday hourly fee, K3S will provide hosted customers with scheduled network infrastructure services between the hours of 9:00 a.m. and 5:00 p.m. Eastern Time, Monday through Friday, excluding national holidays, with not less than one week prior notice.
- (c) In consideration of a weekend hourly fee, K3S will provide you with scheduled after-hours access to its technical support personnel between the hours of 9:00 a.m. and 5:00 p.m. Eastern Time, Saturday through Sunday, with not less than one week prior notice.
- (d) In consideration of a weekend hourly fee, K3S will provide hosted customers with scheduled network infrastructure services between the hours of 9:00 a.m. and 5:00 p.m. Eastern Time, Saturday through Sunday, with not less than one week prior notice.
Unscheduled Hourly Support Services
- (a) Software Installed On Premise
- (i) In consideration of a premium weekday hourly fee and subject to availability, K3S will provide you unscheduled after-hours access to its technical support personnel between the hours of 9:00 p.m. and 4:00 a.m. Eastern Time, Monday through Friday, excluding national holidays.
- (ii) In consideration of a premium weekend hourly fee and subject to availability, K3S will provide on-premise installed customers with unscheduled after-hours access to its technical support personnel between the hours of 9:00 a.m. and 5:00 p.m. Eastern Time, Saturday through Sunday.
- (b) Hosted Customers
- (i) In consideration of a premium weekday hourly fee and subject to availability, K3S will provide you with unscheduled network infrastructure services between the hours of 9:00 a.m. and 5:00 p.m. Eastern Time, Monday through Friday, excluding national holidays.
- (ii) In consideration of a premium weekend hourly fee and subject to availability, K3S will provide you with unscheduled network infrastructure services between the hours of 9:00 a.m. and 5:00 p.m. Eastern Time, Saturday through Sunday.
Invoicing
Scheduled and Unscheduled Hourly Support Services are invoiced monthly.
