Cymulate will provide the following Support Services:
In response to the Customer’s report of any technical problem in the accessibility or performance of a function or component of the Service which is under Cymulate’s control (a “Problem”), Cymulate will make reasonable efforts to provide a fix, workaround, an update or such other solution to such Problem, all at Cymulate’s discretion. Each Problem report must be in English and accompanied by sufficient information to enable Cymulate to verify and resolve the Problem.
Support Services will be provided in accordance with the priority levels and response times set forth below. “Response Time” means that Cymulate will, within the timeframes listed below, report back to the Customer with an assessment or evaluation of the Problem. After responding to the Customer, Cymulate will, taking into consideration the relevant “Priority Level”, aim to provide a solution as quickly as reasonably possible. The Priority Level will be determined by Cymulate at its discretion.
The e-mail address for requesting support is: [email protected]
|Priority Level||Response Time|
|Critical Level Problem – unavailability of the Service.||Response within 8 hours.|
|High-Level Problem – Service is working, but entire functionalities of the Service are unavailable.||Response within 12 hours.|
|Low-Level Problem – Problem with little or no influence on the Service functionality, or a request for information or “How To” question.||Response within 48 hours.|
Availability: Cymulate warrants the Service will generally be available 99% of the time per calendar month, with the exception of any planned downtime of which Cymulate gives 8 hours or more notice and any unavailability caused by circumstances beyond Cymulate’s reasonable control. Cymulate will use commercially reasonable efforts to schedule all planned downtime during the weekend hours and will not be obligated to give notice for such downtime during the weekend hours.