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Software Support Policy

The following policy terms and conditions apply to all generally available Periscope Holdings, Inc. software products. If you have any questions about the Software Support Policy, please contact Periscope customer support via email or telephone at (888) 472-9102.

Policy for Customer Support

Periscope provides customer support Monday through Friday 8:00 A.M. to 5:00 P.M. CST for all software license customers covered under a software support agreement. All customers are encouraged to submit support requests via email at . You may also call (888) 472-9102 to speak directly to a customer support representative. A team member will respond to your support request within one business day after receipt of your email.

  • Severity 1 - An error resulting in the failure of the complete
    software system (or specific functionality) which causes
    a critical business impact, and for which there is no
    workaround;
  • Severity 2 - An error resulting from failing software function,
    but there is a workaround alternative(s) to continue processing
    transactions; and
  • Severity 3 - An error that does not result in a failure of the
    complete software system and only minimally impairs
    the ability to use critical functions.

Customers covered under a product support agreement are also entitled to periodic maintenance releases of software products. Reported software defects and enhancement requests are prioritized and delivered in software releases scheduled every 3 to 4 months. For Severity 1 defects, Periscope will deliver an emergency maintenance release addressing your specific defect. For other defects (non-Severity 1), Periscope will deliver fixes via scheduled maintenance updates. It is highly recommend that all maintenance releases are promptly applied to test and then production environments. Periscope strives to correct all product defects, but may elect to defer corrections for lower-severity defects to future software releases.

Periscope will also deliver regularly scheduled (usually annualy) releases containing significant functionally enhancements. These enhancements are market driven and intended to benefit our entire customer base as whole. We encourage you to submit enhancement requests to .

Product Retirement Policy

Third Party Products