LEGAL
Support Policy
Syndeo Support Policy
Effective 1st September 2023
This Syndeo Support Policy (“Support Policy“) accompanies the Syndeo Cloud Platform Agreement (the “Agreement“) entered into between you (“Customer“) and Syndeo. Capitalised terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Customer may purchase support services for the Syndeo Cloud Platform (“Support“) in accordance with the following terms:
A. Support Hours. Support is provided Monday-Friday between the hours of 09:00 and 17:00 GMT, excluding usual public and bank holidays in Northern Ireland.
Standard Support. For Customers who have purchased Standard Support, Support is available during the Support Hours.
(Optional) Premium Support. For Customer who have purchased Premium Support, Support is available during Support Hours and Support is provided 24 hours per day, 7 days a week with access to Syndeo’s emergency phone number for Priority 1 Incidents with a response time of 2 hours or less.
B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behaviour of the Syndeo Cloud Platform (“Incident“) by contacting Syndeo via the Syndeo support portal. Customer will provide information and cooperation to Syndeo as reasonably required for Syndeo to provide Support. This includes, without limitation, providing the following information to Syndeo regarding the Incident:
- Aspects of the Syndeo Cloud Platform that are unavailable or not functioning correctly
- Incident’s impact on users
- Start time of Incident
- List of steps to reproduce Incident
- Relevant log files or data (excluding any personally identifiable information)
- Wording of any error message
(Optional) Premium Support. Customers who have purchased Premium Support will be able to report Incidents via the Syndeo support portal and by contacting Syndeo via a support phone number.
C. Incident Response. Incidents will be categorised and handled according to the assigned priority level detailed in the below table (“Priority Level“). The assigned Priority Level for an Incident may be mutually determined by both parties during the Incident resolution process, but Syndeo shall have final authority to the actual designation. Syndeo will use commercially reasonable efforts to respond to each Incident within the applicable response timeframes described In the below table.
Priority Level | Impact | Target Response Times Standard Support | Target Support Times Premium Support
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Priority 1 (Critical) | Operation of the Syndeo Cloud Platform is critically affected (not responding to customers/end-users’ requests or serving content) for a large number of customers/ end-users; no workaround is available. | 2 Support Hours | 2 hours
(Incidents can be reported via dedicated support phone number and Syndeo will work continuously on the Incident in an attempt to provide a resolution )
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Priority 2 (High) | Syndeo Cloud Platform is responding and functional, but performance is degraded, and/or Incident has potentially severe impact on operation of the Syndeo Cloud Platform for multiple customers/end-users. | 4 Support Hours |
|
Priority 3 (Medium) | Medium criticality issue: some impact on performance of the Syndeo Cloud Platform but user experience may be affected. | 1 Business Day |
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Priority 4 (Low) | Non-critical issue: minimal or trivial impact on performance of the Syndeo Cloud Platform but user experience may be affected in a minimal way. | 5 Business Days |
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D. Exclusions. Syndeo will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Syndeo Cloud Platform by Customer in a manner not authorised in the Agreement or the applicable Documentation; (b) general internet problems, force majeure events or other factors outside of Syndeo’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; (d) third party systems, acts or omissions; or (e) any configuration not undertaken directly by Syndeo.
Syndeo may modify this Support Policy at any time by posting a revised version on the website and by otherwise notifying the Customer via email. The modified terms will become effective upon posting or, if notified by email, as stated in the email message. By continuing to use the Syndeo Cloud Platform after the effective date of any modifications to this Support Policy, Customer agrees to be bound by the modified terms.