Support Policy
Effective date: 22 February 2022
This Support Policy (“Support Policy”) accompanies the Terms of Service entered into between you, the Customer, and FlatPeak. Capitalised terms used in this Support Policy that are not defined herein have the meanings given to them in the Terms of Service.
FlatPeak offers support for the Services (“Support”) in accordance with the following terms:
Support Hours
- Standard Support (included with all Subscriptions): 9am to 6pm BST, Monday to Friday.
- Advanced Support (purchased separately): 24 hours per day, 7 days per week.
Incident Submission
Customer may report errors or abnormal behavior of Services (“Incidents”) by contacting FlatPeak via the following details:
- Live Chat: in the FlatPeak Dashboard
- Email: at support@flatpeak.com
- Telephone: (number provided to Advanced Support customers)
Cooperation
The Customer will provide information and cooperation to FlatPeak as reasonably required for FlatPeak to provide Support. This includes, without limitation, providing the following information regarding the Incident:
- Aspects of the Services that are unavailable or not functioning correctly
- Incident’s impact
- The start time of the Incident
- List of steps to reproduce the Incident
- Relevant log files or data
- The wording and screenshots of any error messages
Incident Response
FlatPeak support personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide responses in accordance with the table below.
| Priority Level | Description | Target Response Times |
|---|---|---|
| Priority 1 | The operation of Services is critically affected (not responding to requests or serving content) for many users; no workaround is available. | 1 hour |
| Priority 2 | Services are responding and functional but performance is degraded, and/or Incident has a potentially severe impact on the operation of the Services for multiple users. | 2 hours |
| Priority 3 | Non-critical issue; no significant impact on the performance of the Services but user experience may be affected. | 12 hours |
Exclusions
FlatPeak will have no obligation to provide Support to the extent an Incident arises from:
- Use of the Services by Customer in a manner not authorised in the Terms of Service or the applicable Specifications;
- General Internet problems, force majeure events or other factors outside of FlatPeak’s reasonable control;
- Customer’s equipment, software, network connections or other infrastructure;
- Third-party systems, acts or omissions; or
- Scheduled Maintenance or reasonable emergency maintenance.
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