Support Schedule

Direct customer support

The Company shall provide first line support to the Customer and shall therefore receive and process all support requests, by telephone, email and automated portal from Customers to provide support to the Customer in respect of any technical questions concerning the installation, use and functionality of the Software, and any other Customer support request.

Support requests should be sent by email to support@videosoftglobal.com or by telephone to +44 (0) 333 242 0563 or made via www.videosoftglobal.com

The Company shall provide support to the Customer in respect of any reproducible and demonstrable malfunction, error or defect in the Software or in the case that the SaaS Software is unavailable to Customers (an Incident). The Company shall not be required to provide Support in respect of any of the following:

• any performance or availability issues due to a Force Majeure Event;
• any Incident caused by, or any performance or availability issues resulting from, Third Party Software;
• any support request relating to, or any Incident caused by, an older version of the Software where a Software Update has been released and provided by the Company and the Software Update has not been installed by the Customer;
• any Incident resulting from any modification or change to the Software by any party other than the Company;
• any Incident resulting from the Customer or anyone acting on their behalf having amended the Software or used it outside the terms of this Agreement for a purpose or context other than the purpose or context for which it was designed or in combination with any other software not provided by the Company, or the Software being loaded onto equipment which has not been approved by the Company.

Support is provided by the Company or a member of its Group during the following hours:

09:00 am and 5:00 pm (GMT/BST) on Business Days; and

09:00 am and 5:30 pm in Taiwan (CST) on Mondays to Fridays when banks in Taiwan are open for business, except for public holidays in Taiwan (Taiwanese Business Days),

(the Support Hours). Support requests can be made by the Reseller to the Company by email at support@videosoftglobal.com (as such details may be updated by the Company from time to time).

The Company shall categorise any request for Support in accordance with the following priority levels:

P1	In the case of SaaS Software, the Software is unavailable, affecting all users.
P2	Incident causing significant loss of essential functionality and, in case of SaaS Software, which affects a substantial number of users
P3	An Incident in the Software which causes loss of functionality and, in case of SaaS Software, which affects a small number of users. Any other Incident which is not a P1 or P2 issue

The Company shall use reasonable efforts to respond to the Customer in respect of a Support request covered by this Support Schedule in accordance with the following target response times:

P1	2 hours (within Support Hours)
P2	4 hours (within Support Hours)
P3	12 hours (within Support Hours)

The response time is measured from the time an Incident is logged by the Company, following receipt of a support request, until the first response by the Company to the Customer. Response times shall be measured within the above Support Hours. If an Incident is logged outside of Support Hours, the response time shall commence at the start of the next Business Day or Taiwanese Business Day (whichever is earlier).

If any on site support is required or falls outside the scope of the Second Line Support provided by the Company set out above, this will be treated as a Consultancy Service and additional charges shall apply.

 
 
Version 1 | 27.04.2023