AS PART OF THE SERVICES PROVIDED BY US PURSUANT TO THE AGREEMENT, WE WILL PROVIDE YOU WITH THE CUSTOMER SUPPORT SERVICES DESCRIBED IN THIS SUPPORT POLICY.
ALL APPLICABLE PROVISIONS OF, AND DEFINITIONS IN, THE AGREEMENT YOU HAVE ACCEPTED, INCLUDING (WITHOUT LIMITATION) WARRANTY LIMITATIONS AND DISCLAIMERS, LIMITATIONS OF LIABILITY, TERMS FOR SUSPENSION OR TERMINATION OF SERVICE, AND PROCEDURES FOR AMENDMENT, ARE HEREBY INCORPORATED BY REFERENCE IN THIS SUPPORT POLICY.
THIS SUPPORT POLICY WAS LAST UPDATED ON 1 OCTOBER 2018.
Capitalized words and terms used in this Support Policy shall have the meanings given to those words and terms in this Support Policy. Capitalized terms used but not defined in this Support Policy shall have the meanings given to those words or terms in the Agreement.
Agreement means the agreement between Us and You for the provision of the Applications to You accepted by You on the Effective Date.
Applications means the applications available through Our Services that You are authorized to use as part of Your Subscription Order and chosen Subscription Plan.
Customer Support Services means Our support to You for Your use of the Applications.
Documentation means Our guides and manuals concerning the Applications which We make generally available.
Forums means discussion boards moderated by Us available through Our Website.
Issue means a single question, need for information, or unexpected behavior related to a specific topic or activity common to the intended use of the Applications (as described in the Documentation), for which You request Customer Support Services.
Holidays means the corporate holidays recognized by Our corporate headquarters.
Hours of Operation shall be determined in accordance with the Support Option purchased by You, as indicated in the Subscription Order. The Hours of Operation by Support Option are:
(a). Standard Support
– Severity S1-S4 — 9am to 5pm Monday through Friday, Australian Eastern Standard Time, excluding Holidays
Support Contact means Your contact person who will interface with Our technical support personnel regarding the Applications and who is responsible for the overall internal support of Your use of the Applications. One Support Contact shall be designated the Principal Support Contact. The maximum number of Support Contacts by Support Option are:
(a). Standard Support — One (1)
You may substitute a Support Contact from time to time by providing Us with written notice advising Us of the change.
Support Option means the Support Option purchased by You, as indicated in the Subscription Order.
Support Policy means this document and includes the terms of the Agreement.
2. General scope of Customer Support Services
2.1 Service Request and Response Procedures
2.2 Severity Classifications
2.3 Issue Escalation
3. Platform Support Requirements
6. Your responsibilities
7. Term and termination