Unless the contrary intention appears in a Service Agreement, the terms of this Support Policy applies to the provision of our support services.
Agreement means a Service Agreement you have with us.
Business Day means Monday to Friday excluding a Holiday in the State of New South Wales, Australia.
Customer Support Services means technical support we offer for our Services.
Documentation means our guides and manuals concerning the Services which we make available.
Forums means the discussion forum operated by us on our website.
Issue means a failure, problem or question you may experience with our Services.
Holiday means a weekend and a public holiday in the State of New South Wales.
Hours of Operation means the hours we provide support services which are 9am to 5pm AEST on each business day except a Holiday, unless we agree to additional hours in writing.
Services means the Services we provide you in accordance with a Service Agreement.
Support Contact means your designated contact person/s who are responsible for the overall internal support of your use of the Services.
Support Option means a subscription to any additional support packages we offer.
Support Policy means this document.
Support Request means a request made to us to resolve an Issue.
3. Support Requests
4. Severity Classifications
5. Issue Escalation
6. Platform Support Requirements
THE FOLLOWING ARE NOT INCLUDED IN THE SCOPE OF YOUR CUSTOMER SUPPORT SERVICES:
9. Your responsibilities
AS A CONDITION OF YOUR USE OF THE FORUMS ON OUR WEBSITE, YOU AGREE THAT YOU WILL NOT USE THE FORUMS:
10. Term and termination