Technical Support Services Guidelines

Prior to making a request to PodSpace, You are expected to use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to PodSpace. Thereafter, You may submit a written request for technical support through email (to support@podspace.io), or through another means that may have been provided to You by PodSpace.

You may designate a priority to your inquiry upon submission of Requests. Upon receiving a request, PodSpace will determine whether the request is a "Service Unusable", "Standard Request" or a "Feature Request". Any such determination made by PodSpace is final and binding on Your behalf. PodSpace reserves the right to change Your priority designation if PodSpace believes that Your designation is incorrect and will inform You of any such change in its response to the support Request. You may appeal any such reclassification to PodSpace’s Support management for review through any available support channel.

When making a Request, You will provide all requested diagnostic information and assist PodSpace Support Personnel as may be required to resolve a Request.

If PodSpace deems a Request to be a Feature Request, PodSpace will log such Request for consideration to add to a future update or release of the PodSpace Services and will consider the matter closed. PodSpace is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.

For clarity, PodSpace will not have any obligation to write or build any Applications or write code to facilitate Applications.

PodSpace will process Requests during the Hours of Operation, unless otherwise indicated in these Guidelines. Any Requests received outside the Hours of Operation will be logged and processed during the next Business Day. Target initial response times are based on the subscribed support level.

To ensure optimal performance of the PodSpace Services, PodSpace performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the PodSpace Services. If PodSpace expects planned Maintenance to negatively affect the availability or functionality of the Services, PodSpace will use comercially reasonable efforts to provide at least 7 days advance notice of the Maintenance. In addition, PodSpace may perform emergency unscheduled Maintenance at any time.

The parties agree that all support provided by PodSpace pursuant to these Guidelines will be provided in the English language.

Bronze. The Bronze support level includes the following, and PodSpace will provide it to all customers under the Terms: automatic upgrades and maintenance updates of PodSpace Services, support for billing inquiries, access to documentation, white papers, online best practices guides and community forums.

Silver. The Silver support level includes all the items in the Bronze level plus the following: support requests accepted for questions about Services functionality, best practice guidance on how to architect with the PodSpace Services, and Services errors reports, as well as having up to 2 Designated Contacts. P1 Priority support Requests are responded to with a target initial response time of 4 hours and are responded to during Hours of Operation. P2, P3 & P4 Priority support Requests are responded to with an initial target response time of 8 hours and are responded to during the Hours of Operation.

Gold. The Gold support level includes all the items in the Silver level plus the following: 24x7 phone support, consultation on application development, and specific guidance on how to architect with the PodSpace Services for Your proposed use case, as well as having up to 5 Designated Contacts. P1 Priority support Requests are responded to with a target initial response time of 1 hour and are responded to 24x7. P2 Priority support Requests are responded to with an initial target response time of 4 hours and are responded to during the Hours of Operation. P3 & P4 Priority support Requests are responded to with an initial target response time of 8 hours and are responded during the Hours of Operation.

"Business Day" means any day during the Hours of Operation.

"Designated Contacts" means administrators or technical employees designated by You who are allowed to contact PodSpace for technical support.

"Feature Request" means a Request by a Contact to incorporate a new feature or enhance an existing feature of the PodSpace Services that is currently not available as part of the existing Services.

"PodSpace Support Personnel" mean the PodSpace representatives responsible for handling technical support requests.

"Hours of Operation" means 09:00 to 17:00 on Monday to Friday Central European Time except for regional holidays documented in the PodSpace Support Center.

"Maintenance" means maintenance work that is performed on hardware or software delivering the PodSpace Services.

"Request" means a request from a designated Contact to PodSpace Support Personnal for technical support to resolve a question or problem report regarding the PodSpace Services.

"PodSpace Services" are defined in the Terms.

"Service Unusable" is any situation where You, adhering to published technical guidelines for and documented correct usage of the PodSpace Services, are unable to access or use the PodSpace Services for a period of time greater than fifteen (15) minutes.

"Standard Request" means a Request made by You to PodSpace that is not a Service Unusable Request or Feature Request.

"Priority" means the level of impact a Request is having on Your operations and is used to establish initial target response times: