Legal

     

    Standard Support Plan

     

    General

    The Standard Support Plan will be provided to Customer's Users at no additional charge for included Services.

     

    Availability

    Support is available on weekdays, excluding holidays, during our local business hours. Local business hours are 9 am-5 pm in applicable time zone.

     

    Access

    For Severity Level 1 issues only, Users can call Customer Support. For Severity Levels 2-4, Users can submit cases over the Web via the Help & Training portal. Upon case submission, Users will be asked to provide their company name, contact information and case details, and each case will be assigned a unique case number.
    Our Support Representatives will use commercially reasonable efforts to call or e-mail the User within two (2) business days and will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in Our reasonable determination.
    Only the system administrator of thinkowl.com shall use the support plan. We may request that you will only access our support through an online successful trained system administrator.

     

    Severity

    Level 1 Telephone Support Standard Support Plan Severity Level 1 Telephone Support numbers are as follows

    - EMEA 8:00 a.m. – 05:00 p.m. Berlin Time: PHONE +49 (2630) 9650 200

    Telephone support is available in English. Misusage of the Standard Support Plan Severity Level 1 Telephone Support can cause additional fees.

     

    Submitting a Case

    Users may log a case as follows

    For Severity Levels 2-4, use the support portal available at our website.  After logging in, click “Create a Case.” Provide the requested information and then click “Submit.” For Severity Level 1 issues, Users can call Customer Support.


    Note: for assistance with our password resets, use the “Forgot your password?” link on the login page or contact the system administrator. For assistance with our usernames and lockouts, Users should contact their system administrator. For security reasons, we do not provide contact information for system administrators.

     

    Reproducing Errors

    We must be able to reproduce errors in order to resolve them. You agree to cooperate and work closely with us to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Also, subject to your approval on a case-by-case basis, you may be asked to provide remote access to your thinkowl.com account and/or desktop system for troubleshooting purposes*.

     

    Escalation / Severity Levels

    Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis. Issues will be generally categorized and handled according to an assigned severity level, as follows:

     

     Severity Level  Description and Examples 
     Level 1 – Critical
    		 System unavailability (for all users) and data integrity issues with no workaround available.
     Level 2 – Urgent  Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or data export.
     Level 3 – High   System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
     Level 4 – Medium  Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround is available. The resolution required as soon as reasonably practicable.

     

    Excluded Items

    The Standard Support Plan does not include any of the following:

    • Assistance with our username. Users should contact their system administrator
    • Assistance with our lockouts due to incorrect login attempts. Users should contact their system administrator to unlock the account, or wait for the lockout period to expire
    • Assistance in developing User-specific customization
    • Assistance with Non-Service Applications, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, browsers, firewalls, computer networks or communications systems
    • Assistance with any kind of third-party applications, whether authored by Us, Customer or a third party or 
    • Assistance with installation or configuration of hardware, including computers, hard drives, networks or printers.
    • Performing any kind of configurations of your account

     

    Changes to the Standard Support Plan

    We may change the Standard Support Plan from time to time in its sole discretion.