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Support Policy

Syndeo Support Policy

Effective 1st March 2019

This Syndeo Support Policy (“Support Policy“) accompanies the Syndeo Terms of Service or a successor URL (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.

Syndeo offers support services for the Service (“Support“) in accordance with the following terms:

A. Support Hours. Support is provided Monday-Friday between the hours of 0900 and 1700, excluding usual public and bank holidays in Northern Ireland.

B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behaviour of the Service (” Incidents“) by contacting Syndeo via email at 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 Service 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
  • Wording of any error message


C. Incident Response. Syndeo’s Support personnel will assign a priority level (“Priority Level“) to each Incident and seek to provide responses in accordance with the table below.


Priority LevelDescriptionTarget Response Times during Support Hours
Priority 1Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.4 Hours
Priority 2Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users.1 Day
Priority 3Non-critical issue; no significant impact on performance of the Service but user experience may be affected.3 Days


D. Exclusions. Syndeo will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service 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; or (d) third party systems, acts or omissions

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