Terms of ServiceAcceptable Use PolicyPrivacy PolicySupport PolicyCookie PolicyImpressum

Support Policy

This AudioStack Support Policy ("Support Policy") accompanies the AudioStack Terms of Service, available at 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 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


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.




Terms of Service - Privacy Policy

Acceptable Use Policy - Support Policy - Cookie Policy

Copyright © 2024 - Aflotihmic Labs Ltd.

IAB LogoIAB Member Logo