This Support Terms and Service Level Agreement (“Agreement”) is entered into by and between Birdie, a provider of qualitative feedback analysis services, hereinafter referred to as “Birdie,” and the customer, hereinafter referred to as “Customer.” This Agreement outlines the terms and conditions for support services provided by Birdie to Customer and sets forth the Service Level Agreement (SLA) for such services.
1. Scope of Support Services
1.1. General Support: Birdie will provide technical support and assistance to Customer during the term of this Agreement. Support is limited to the use and functionality of Birdie’s Feedback Analytics platform.
1.2. Access: Customer shall grant Birdie necessary access to its systems, data, and any relevant information required to provide support services.
1.3. Communication: Customer may contact Birdie’s support team via email or through the customer support chat, as provided by Birdie.
2. Support Hours
2.1. Birdie’s standard support hours are Mon-Fri from 7am to 6pm ET. Support requests made outside of these hours may incur additional charges, subject to prior agreement.
3. Support Levels
3.1. Response times: Response times are as follows:
3.1.1. Priority Level 1: Critical Issues
Response Time: Within 1 hour during standard support hours
Resolution Time: Best efforts, depending on the complexity of the issue
3.1.2. Priority Level 2: Major Issues
Response Time: Within 4 hours during standard support hours
Resolution Time: Best efforts, within a reasonable timeframe
3.1.3. Priority Level 3: Minor Issues.
Response Time: Within 8 hours during standard support hours
Resolution Time: Best efforts, within a reasonable timeframe
4. Customer Responsibilities
4.1. Customer agrees to:
– Provide accurate and complete information regarding support requests.
– Cooperate with Birdie in resolving issues, including providing access to necessary systems and data.
– Adhere to Birdie’s guidelines for using the feedback analysis platform.
5. Exclusions
5.1. Support services do not cover:
– Issues caused by Customer’s misuse or negligence.
– Third-party integrations not explicitly supported by Birdie.
– Modifications or customizations to Birdie’s platform not performed by Birdie.
6. Service Availability
6.1. Birdie will use commercially reasonable efforts to ensure the availability of its SaaS platform. Scheduled maintenance will be communicated in advance. Birdie will strive to provide 99.9% uptime, excluding scheduled maintenance as indicated in the status page.
7. Changes to SLA
7.1. Birdie reserves the right to amend this SLA, and any changes will be communicated to the Customer in advance.