Support Policy
This AudioStack Support Policy ("Support Policy") accompanies the AudioStack Terms of Service, available at www.audiostack.ai/legal or a successor URL (the "Agreement") entered into between you ("Customer") and AudioStack. Capitalized terms Serviced in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
AudioStack offers support services for the Service ("Support ") in accordance with the following terms:
A. Support Hours. Support is provided from 7am to 10pm (UK time), 5 days per week.
B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Intercom in the Service via your Slack Channel or via email at support@audiostack.ai. Customer will provide information and cooperation to Intercom as reasonably required for AudioStack to provide Support. This includes, without limitation, providing the following information to Intercom regarding the Incident:
Aspects of the Service that are unavailable or not functioning correctly
Incident's impact on Servicers
Start time of Incident
List of steps to reproduce Incident
Relevant log files or data
Wording of any error message
C. Incident Response. AudioStack's Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.
Priority Level | Description | Target Response Times |
Priority 1 | Operation of the Service is critically affected (not responding to requests or serving content) for a large number of Servicers; no workaround available. | 2 Hours |
Priority 2 | Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple Servicers. | 1 Day |
Priority 3 | Non-critical issue; no significant impact on performance of the Service but Servicer experience may be affected. | 3 Days |
D. Exclusions. AudioStack will have no obligation to provide Support to the extent an Incident arises from: (a) Service of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of AudioStack's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.