Support Agreement

Support Agreement

If you have purchased Support, the terms of this Schedule will apply.

 

Maintenance

 

If Squared Up creates any updates or amendments to the Software (being integer “major releases”, point “minor releases” and “patches” or corrections of errors) you shall be entitled to receive and use such supplementary software code. The provision of such updates or amendments shall be subject to you providing current contact details and installing the same.

Technical Support

 

Squared Up’s technical support staff will endeavour to answer your queries relating to the use or application of the Software by telephone or email during the hours of 9am to 5pm Monday to Friday (UK time), excluding UK Public Holidays. For telephone support please call +44 (0) 1628 947847. For email support please use [email protected]

Squared Up also provides online support at http://support.squaredup.com. This website provides up-to-date content for installing, using and maintaining the Software. Customers who have purchased support can also raise and track support requests via this site.
Service Levels

Squared Up aims to provide exceptional support and respond to all issues in a timely manner. The table below indicates the time within which you should expect to receive a response. Response times are across the business hours set out above.

Severity

Level 1

Description

System down or major malfunction resulting in majority of users unable to perform their normal functions.

Response

1 hour

 

Severity

Level 2

Description

Critical loss of functionality or performance resulting in high number of users unable to perform their normal functions.

Response

4 hours

 

Severity

Level 3

Description

Moderate loss of functionality or performance resulting in multiple users impacted in their normal functions.

Response

8 hours

 

Severity

Level 4

Description

Minor loss of functionality or enquiry unrelated to loss of functionality (e.g. a “how to” question).

Response

24 hours

 

 

Support Exclusions

 

Support does not include the following:


- Direct support to end-users. Only staff administering the Software should contact Squared Up. However, end-users do have access to help content on the online support pages.
- Product training (this can be arranged separately).
- Professional services such as bespoke software development (this can be arranged separately).

 

Version 1304.1

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