Effective day 1 September 2018
This Liveforce Support Policy (“Support Policy”) accompanies the Liveforce Customer Agreement (the “Agreement”) entered into between you (“Customer”) and Liveforce. Liveforce offers support services for the Service (“Support “) in accordance with the following terms:
Support is provided during UK business hours from 09:00 to 18:00, 7 days per week.
Incident submission and customer cooperation
Customer may report errors or abnormal behavior of the Service (“Incidents”) by contacting Liveforce from within the Service via the Intercom Messenger tool. Customer will provide information and cooperation to Liveforce as reasonably required for Liveforce to provide Support.
This includes, without limitation, providing the following information to Liveforce 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; and
- wording of any error message.
Liveforce’s Support personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide responses in accordance with the table below.
Liveforce 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 Liveforce’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.