Support Services Policy

Introduction

The purpose of this Policy is to explain the support you can expect if you contract for the delivery of our Services.

In this Policy, capitalised terms shall have the meanings ascribed to them in the Definitions section below.

Scope

This policy applies to you if you contract for the delivery of our Services: the policy describes the tiers of support for tiers Free, Starter, Pro and Enterprise that are provided to Customers.

All Customers are provided with Standard Support upon contracting for the delivery of the Services (Freemium, Starter, Pro).

Enhanced Support is only provided to Customers who have purchased Enterprise tier as detailed in any Pricing Proposal.

Definitions

Administrative User

employee of Customer, assigned to liaise with Patently for any support issue as set out in Section 6 of this Policy

Pricing Proposal

Services customised for Customer

Technical Support

Patently will provide technical support to all its Customers and Authorised Users.

Any support provided by Patently is limited to the Services and to problems reproducible by the Customer and its Authorised Users when using the Services.

Patently responsibilities

Patently will provide support to all Authorised Users in accordance with the tier contracted, as deﬁned within the Scope and detailed below.

Contact with Patently should be via an Administrative User.

Standard Support

Patently provide support online via documentation and videos. These support materials, known as the Knowledge Base, are accessible once logged on to the Services or via our sales website www.patently.com.

Before any support request is made to Patently, Authorised Users shall in the ﬁrst instance, attempt to resolve their queries and identify the cause of the given problem, using the online support materials available via the Knowledge Base help functionality.

Administrative Users will be provided with technical support and advice on the use of the Services by email in clear written or spoken English by Patently’s support.

Administrative Users can contact Patently’s support desk during standard business hours, to raise any concerns or queries regarding the use of the Services as follows:

Standard business hours: Monday to Friday (excluding U.K. Bank Holidays) from 09.00 GMT to 17.00 GMT by email to ask@patently.com

All enquiries will be logged in Patently’s helpdesk and issued with a ticket reference. All support enquiries will be responded to within 24 hours.

Service Commitment

Patently will apply all efforts to make the Services available with a Monthly Uptime Percentage (deﬁned below) of at least 99.99%, in each case during any monthly billing cycle.

Monthly Uptime Percentage is calculated by subtracting from 100% the percentage of minutes during the month in which the Services were unavailable to the Customer.

Enhanced Support

Customers with Enhanced Support will receive a nominated Customer Success Manager who will be an escalation point for the Customer should the Customer require additional assistance with regards to their use of the Services.

Administrative Users with Enhanced Support will deﬁne the problem requiring support and shall provide as much information as possible about the nature of the defect and its reproducibility to Patently.

Enhanced Support will be provided as follows: