Bonneville Informatics LLC

Tech Support Plan Policy

Last Updated: 2026-02-25
Provider: Bonneville Informatics LLC, an Idaho limited liability company ("Bonneville Informatics," "BNI," "Provider," "we," or "us")

1. Purpose

This Tech Support Plan Policy defines the scope, priority handling, included support hours, discounted support eligibility, escalation handling, and response targets for subscription-based technical support plans offered by Bonneville Informatics LLC.

This policy supplements and is incorporated by reference into the Bonneville Informatics Master Services Agreement ("MSA") and any applicable Service Agreement.

2. Overview

Tech Support Plans provide Clients with:

• Priority access to technical support services
• Included monthly support hours
• Discounted hourly rates beyond included hours
• Defined response priority handling
• Escalation handling for critical system-impacting issues

Support plans are billed monthly and renew automatically unless canceled.

Support plans provide prioritized access and response targets but do not constitute a guaranteed Service Level Agreement (SLA) unless explicitly stated in a separate written agreement.

3. Definitions

Business Hours:
Monday through Friday, 10:00 AM to 6:00 PM Pacific Time (PT), excluding federal holidays and scheduled limited availability periods.

Critical Issue:
A technical issue that substantially impairs system functionality, availability, or business operations.

Emergency Issue:
A Critical Issue involving complete service outage, inability to access essential systems, or a condition materially preventing business operations.

Support Hour:
Time spent diagnosing, troubleshooting, configuring, repairing, consulting, or otherwise assisting with technical systems. Support time is tracked in increments determined by Bonneville Informatics.

Billing Cycle:
The recurring monthly period corresponding to the Client’s subscription start date.

4. Plan Tiers

Bonneville Informatics offers three Tech Support Plan tiers:

4.1 Basic Plan — $99/month

Priority Level: Basic Priority

Response Target:
Best effort response to Critical Issues within one (1) business day.

Included Support:

• One (1) hour of technical support per billing cycle at no additional charge

Discounted Support Eligibility:

• Up to three (3) additional support hours per billing cycle at fifty percent (50%) off the standard hourly rate

Additional Support:

• Additional support beyond the discounted allotment is billed at the standard hourly rate

Escalation Handling:
Emergency escalation is not guaranteed and will be handled as availability permits.

4.2 Standard Plan — $199/month

Priority Level: Standard Priority

Response Target:
Best effort response to Critical Issues within four (4) business hours.

Included Support:

• Two (2) hours of technical support per billing cycle at no additional charge

Discounted Support Eligibility:

• Up to three (3) additional support hours per billing cycle at fifty percent (50%) off the standard hourly rate

Additional Support:

• Additional support beyond the discounted allotment is billed at the standard hourly rate

Escalation Handling:
Emergency escalation is prioritized ahead of Basic Plan Clients but is not guaranteed.

4.3 Priority Plan — $399/month

Priority Level: Highest Priority

Response Target:
Best effort response to Critical Issues within one (1) business hour during Business Hours.

Included Support:

• Three (3) hours of technical support per billing cycle at no additional charge

Discounted Support Eligibility:

• Up to six (6) additional support hours per billing cycle at fifty percent (50%) off the standard hourly rate

Additional Support:

• Additional support beyond the discounted allotment is billed at the standard hourly rate

Emergency Escalation Benefit:
Priority Plan Clients receive highest escalation priority for Emergency Issues.

Bonneville Informatics will make reasonable best-effort attempts to respond to Emergency Issues:

• Outside normal Business Hours
• During limited availability periods
• As operationally feasible

Priority Plan Clients are placed ahead of all other Clients in escalation handling.

Emergency escalation response is best-effort and not guaranteed.

On-Call Access:
Priority Plan Clients may receive access to special on-call support hours, subject to availability.

5. Hour Usage and Expiration

Included support hours:

• Reset at the beginning of each billing cycle
• Do not roll over
• Have no cash value
• Are non-transferable

Discounted hours must be used within the same billing cycle.

Unused hours expire at the end of the billing cycle.

6. Support Scope

Support may include, but is not limited to:

• System troubleshooting and diagnostics
• Operating system support
• Software configuration and repair
• Virtual machines and infrastructure support
• Network troubleshooting
• Performance tuning and optimization
• Technical consultation and guidance
• System configuration assistance

Support does not include, unless separately agreed:

• Major system deployments or migrations
• Custom software development projects
• Hardware repair or replacement
• Third-party vendor escalation beyond reasonable effort

Bonneville Informatics reserves sole discretion in determining whether work constitutes support or project work.

7. Priority Handling

Support requests are handled according to:

• Plan priority level
• Issue severity
• Operational impact
• Overall support queue conditions

General priority order:

1. Priority Plan Clients
2. Standard Plan Clients
3. Basic Plan Clients
4. Non-plan Clients

Response targets represent best-effort goals and are not guaranteed.

8. Emergency Escalation Handling

Emergency Issues are handled according to plan tier priority.

Priority Plan Clients receive highest escalation priority and best-effort escalation response outside Business Hours when feasible.

Standard and Basic Plan Clients may receive escalation handling during Business Hours or as availability permits.

Bonneville Informatics reserves discretion in determining escalation priority based on operational conditions.

Emergency escalation does not guarantee immediate resolution or continuous availability.

9. Limited Availability and Vacation Notice

Bonneville Informatics may periodically operate under limited availability due to:

• Vacation
• Travel
• Training
• Illness
• Operational constraints
• Holidays

9.1 Advance Notice

Bonneville Informatics will make reasonable efforts to provide advance notice of planned limited availability.

Notice may be provided via:

• Email
• Client portal
• Website notice
• Direct communication

Planned absences exceeding two (2) business days will typically include at least seven (7) calendar days advance notice when feasible.

Emergency or unforeseen absences may occur without advance notice.

9.2 Support During Limited Availability

During limited availability periods:

• Response times may increase
• Support may be limited to Critical and Emergency Issues
• Included and discounted support hours remain valid

Support prioritization order remains:

1. Priority Plan Clients
2. Standard Plan Clients
3. Basic Plan Clients

Priority Plan Clients retain escalation priority during limited availability.

9.3 No Guarantee of Continuous Availability

Clients acknowledge that Bonneville Informatics is not a 24/7 staffed support provider.

Limited availability periods do not constitute breach of agreement.

10. Billing and Charges

Support plans are billed monthly in advance.

Additional support beyond included hours is billed at:

• Discounted rate, if within discounted allotment
• Standard hourly rate, otherwise

Failure to maintain payment may result in suspension of support services.

11. Plan Changes

Clients may upgrade or downgrade plans.

Changes typically take effect at the next billing cycle.

Bonneville Informatics reserves the right to modify plan pricing, structure, or benefits with reasonable notice.

12. Cancellation

Clients may cancel their support plan at any time.

Cancellation takes effect at the end of the current billing cycle.

No refunds are provided for partial billing periods.

13. No Guarantee of Resolution

Bonneville Informatics provides support on a best-effort basis.

Bonneville Informatics does not guarantee:

• Resolution of all issues
• Resolution within a specific timeframe
• Continuous availability
• Compatibility with third-party systems

14. Relationship to Other Agreements

This policy supplements and is incorporated into:

• Master Services Agreement
• Service Agreements
• Hosting Agreements
• Custom Software Agreements

In the event of conflict, the applicable Service Agreement or MSA governs.

15. Contact

Bonneville Informatics LLC
Idaho Falls, Idaho
United States

Contact: https://bonnevilleinformatics.com/contact
Legal: https://bonnevilleinformatics.com/legal