This Beebole Support Policy (“Support Policy”) accompanies the Beebole Subscription Terms of Service, available at https://beebole.com/terms-of-service/ or a successor URL (the “Agreement”) entered into between you (“Customer”) and Beebole. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
If you have any inquiries specifically directed regarding this Beebole Support Policy, please email us at support(at)beebole.com
Beebole offers support services for the Service (“Support”) in accordance with the following terms:
A. Support Hours. Support is provided 24 hours per day, 7 days per week.
B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service (“Incidents”) by contacting Beebole in the Service via the Messenger or via email at support(at)beebole.com.
Customer will provide information and cooperation to Beebole as reasonably required for Beebole to provide Support. This includes, without limitation, providing the following information to Beebole 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
Screenshots of the Incident
C. Incident Response. Beebole’s Support personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide responses in accordance with the list below.
Priority 1: Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. Target Response Times: 2 Hours
Priority 2: Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users. Target Response Times: 1 Day
Priority 3: Non-critical issue; no significant impact on performance of the Service but user experience may be affected. Target Response Times: 3 Days
D. Exclusions. Beebole 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 authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Beebole’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.