Synqly Customer Support
1. DEFINITIONS
Any defined terms not otherwise defined herein shall have the meanings set forth in the Agreement. The following definitions shall apply to this Exhibit:
“Business Hours” means Business Days from 9:00 AM to 5:00 PM Pacific.
“Workaround” means an alternative method involving the use of different system procedures, web browsers and/or manual processes that would accomplish the same result.
2. CONTACTS
2.1 Synqly Contact Information. During Business Hours, Customer may contact Synqly Support by email: support@synqly.com or through Customer’s Synqly Slack Channel.
3. RESPONSE AND RESOLUTION
Response and Resolution Commitments. Synqly will use commercially reasonable efforts to respond and resolve errors and defects in the Synqly Product and Synqly Services in accordance with the following response and resolution requirements in the following table. Synqly will determine the severity level assigned to each error or defect in its reasonable discretion based on the definitions below.
4. SUPPORT BY CUSTOMER
4.1 To End Customers. Customer will provide all support to its End Customers and will manage and perform all communication with its End Customers. At no time will Vendor be expected to communicate directly with End Customers without the presence of Customer.
4.2 Customer Availability. Customer will make available qualified engineering resources at all times that Synqly is working on an incident. Customer will furnish all available information and data related to a support incident to Synqly and will work with Synqly as requested to troubleshoot issues and test resolutions and Work Arounds. All data and information pertaining to an incident is Confidential and subject to the terms of Section 7 of the Agreement.
5. EXCLUSIONS
Vendor will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service, including, without limitation, in a manner not consistent with the Documentation, AUP or specifications; (b) use in conjunction with systems, products or components not reasonably anticipated to be used with the Service or part thereof; (c) modifications to the Service that were neither made by or authorized by Vendor; (b) Third-Party Platforms or other third-party systems; (c) Trials and Betas or other free or evaluation use; or (d) Technical Services deliverables.
