Support Services Policy
Introduction
This page sets out our Support Policy, and the different Service Levels associated with the tier or number of licensed average daily active users (ADAU). It is referred to in our terms and conditions and constitutes what we consider our standard support services for the inmydata service.
Scope
Support Services will be provided to you as defined on this page whilst an Agreement between you and inmydata remains in force, as set out in our terms and conditions. Support Services will only be provided for the valid use of the Service as set out in our terms and conditions. Support Services will be provided solely through our online support helpdesk, available at https://support.inmydata.com.
Response Times
We are committed to rapid response times for each and every support request. Support requests can be logged through our online helpdesk 24 hours a day, 7 days a week, 365 days a year. Each support request can be tracked through our helpdesk by the person who raised the request.
Our target response times, as set out in the table below, are based on the priority of the issue, and the number of average daily active users (ADAU) licensed with your subscription. Although we cannot guarantee that we will meet our target response times, we will use all commercially reasonable endeavours to do so.
| Priority | Personal or 2 ADAU | Team or 3-10 ADAU | Business or 11-40 ADAU | Enterprise or 41+ ADAU |
|---|---|---|---|---|
| Urgent | 1 business day | 8 business hours | 4 business hours | 1 business hour |
| High | 2 business days | 12 business hours | 8 business hours | 4 business hours |
| Medium | 5 business days | 2 business days | 12 business hours | 8 business hours |
| Low | 10 business days | 5 business days | 2 business days | 12 business hours |
Priority Definitions
| Priority | Description |
|---|---|
| Urgent | Critical functionality is unavailable or inoperable with a severe impact on the service availability for multiple users. There is no workaround or possible alternative. |
| High | Critical functionality is interrupted or degraded with a severe impact on the service availability for multiple users. There is no workaround or possible alternative. |
| Medium | Non-critical functionality is inoperable or degraded, effecting the operability of the service for multiple users. A workaround or alternative is available. |
| Low | Non-critical or personal functionality is inoperable or degraded, effecting the operability of the service for a limited number of users. A workaround or alternative is available. |