Definition of Best Effort

Resources and Service

The items and coverage of this agreement are governed by the availability of Campus Suite resources, and Campus Suite’s definition of best effort. Any item, service, or support offered is defined by the definitions below, to establish a fair working agreement between both parties.

Campus Suite defines best effort as a reasonable response to a request that can be achieved within the context of the technology and platforms available.

 

Campus Suite will make every effort to comply with the client’s request, but request outcomes may be changed or denied based on:

  • Requests that ask for something that the current version of the Campus Suite software cannot do.
  • Limits of technology or browser versions * See below
  • Limits by a specific network system or point of access to Campus Suite
    • If the Campus Suite team can’t replicate the issue on its end, it cannot assist the client with troubleshooting the network
    • If this issue is related to your organizations network configuration or policies
  • Browser issues on a specific computer
    • If the Campus Suite team cannot replicate the issue on its end, it cannot assist client with troubleshooting its computer(s)
  • Requests that require undue effort for similarly available outcome or effect with available options
  • Major requests without a defined Statement of Work, or client is not willing to develop a SOW with Campus Suite
  • Requests that are repetitive due to a lack of training
  • Requests that have no specific needed function
* The Campus Suite platform seeks to display content to the widest range of devices and browsers. To do this, we adopt technology as it becomes most compatible to all of these devices and browsers. Due to the rapid changing of browser trends and technology, Campus Suite only supports the current major version, and one (1) previous version, of Mozilla Firefox, Internet Explorer, Apple Safari, and Google Chrome.

Availability of Campus Suite Resources

Support services are guaranteed only to those clients whose accounts are in “good standing” (i.e., paid in full with no outstanding invoices). For accounts not in “good standing”, granting support services to such clients is at the discretion of Campus Suite and is not guaranteed.

Campus Suite end-user support is available from 8 A.M. to 6 P.M. EST on working business days, with 24x7 on-call support available, depending on the support plan selected. Campus Suite is closed on the following holidays:

  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving
  • Day after Thanksgiving
  • Christmas Eve (Half Day)
  • Christmas

Depending on the day of week for some holidays, an alternative date may be selected that attempts to follow the same date(s) observed by most businesses.  Support for the day after Thanksgiving will be on an on-call basis. Special time or scheduling requests can be accommodated given ample advance notice to the Campus Suite support team.

Extreme cases may occur that could affect the availability of Campus Suite support services.  In the event of such cases, Campus Suite will attempt to alert clients of any scheduled or unscheduled support interruption of service. Such cases include, but are not limited to:

  • Natural disasters or inclement weather in the Newport, Kentucky or the Greater Cincinnati, Ohio area.
  • Extended Internet or power outages that render Campus Suite on-site technology unusable.
  • National/local crises which jeopardize the safety of Campus Suite employees.