Service Level Agreement
Scope of Support
This Support Service service agreement (“Service Agreement”) applies to all Customer Support and Technical Support Services provided by Userful; Entered into by and between the customer using the Support Services (“you” or “your”) and Userful (“we,” “us” or “our”) (you and us, each, a “Party” and, collectively, the “Parties”). This Service Agreement does not apply to any professional services (i.e., PPI, support or consulting, onsite service) offered or provided to customers through other service agreements. You accept this Service Agreement and Userful’s Privacy Policy by utilizing Support Services. Your use of the Support Services, if provided on or in connection with a Userful website, is also subject to that website’s terms. These Service Agreement terms control in the event of conflict or disagreement during contact with Userful’s support services.
Userful reserves the right to change the Support Services and this Service Agreement at any time. If changes increase the price or materially decrease the level of Support Services purchased, a notice will be delivered prior to the change in accordance with your subscription renewal date. Your use of the Support Services after the effective date of any change constitutes your acceptance of the changed Support Service Agreement.
Overview of Support Services
Userful Customer Support Service connects you with support agents for help with issues or questions on the Userful Platform. Support Services may be included as part of your validly licensed Userful product or purchased (e.g., as a one-time pay-per-incident service (“PPI Service”), or a subscription program), but exclude any professional services (i.e., support or consulting) offered or provided to enterprise customers (e.g., subject to a Userful Business and Services Agreement, or other Userful enterprise products or services agreement).
You must have an active subscription in order to use Support Services. You will not have access to over-the-phone support or email support without a valid subscription. The Userful Support team proactively offers timely, valuable services and documentation to its customers to address inquiries related to the platform.
Userful offers three levels of support to our customers,
(i) Standard Service and Support (included with all Subscription purchases);
(ii) Enhanced Service and Support (available at an additional fee); and
(iii) Premium Service and Support (available at an additional fee).
Access to Userful Service and Support is dependent on having (a) an active subscription and (b) fully certified systems and cloud services, such that any deviation from certified manufacturers, models, and specifications, will be regarded as a violation of any and all support agreements with Userful. Customers shall not have access to over-the-phone support or email support without a valid service and support contract. The Userful Support team proactively offers valuable services, training videos, and documentation to Customers to address any inquiries related to the functionality of the platform.
Contacting the Support Team
Userful offers a seamless integration within our platform to utilize Support Services. By selecting “Create a Trouble Report” from ‘Configuration’ (or ‘Settings’ in version 11), you will create a new support ticket. Please include as many relevant details (System ID, Hostname, Version of the Userful Software) as you can to help the support representative to identify the root cause of the problem.
Some log file snapshots are transferred while submitting the requests. Note that these files do not contain any sensitive information. Our team uses it to quickly diagnose your system. Your use of Support Services signifies your acceptance of this process and the transmission of troubleshooting data through a secure tunnel.
You can also send an email to: support@userful.com at any time to open a support ticket.
Consent for Data-Connected Services
Userful provides full control to the customer on whether a Userful Support agent can access their system. Once accessed, a secure VPN tunnel is created and closed once a solution has been provided. Support services may connect to the Userful platform and other service providers over a data connection (e.g., the Internet). In some cases, you will not receive a separate notice. By using the support services, you consent to the transmission of information.
Misuse of Data-Connected Services
You may not use the Support Services in any way that could cause harm in any facet, to Userful, its affiliates or any other service provider, or any computer network or system or impair anyone else’s use thereof. You may not use the Support Services to try to gain unauthorized access to any service, data, account, or network. Userful maintains strict security guidelines to prevent unauthorized access to support services.
Supporting our Customers
Userful will always attempt to remedy all challenges to its full ability. Userful’s ability to meet our Agreements and deliver Support Services depends upon timely responses and cooperation, as well as the accuracy and completeness of the information you provide.
Data Privacy and GDPR
All information transferred during a support service interaction is not processed or stored in any system other than the Customer server. Information shared from the Customer to the Userful Support Team is only basic information to provide Support Services (Name/Email).
Support Services Availability
Userful currently provides support from two groups globally, which combined ensures 24/7 availability:
Head Office 7:00 AM Mountain Standard Time to 8:00 PM Mountain Standard Time
Remote Extended Team 8:00 PM Mountain Standard to Time 7:00 AM Mountain Standard Time
Observed Holidays
Userful Support operates at a limited magnitude during the observed holidays. We will ensure that any urgent issues are responded to as quickly as possible. Below is the list of observed holidays by the Userful Support Teams.
New Year's Day
President's Day
Epiphany
Memorial Day
Good Friday
Canada Day
Easter Monday
Labor Day
May Day
Thanksgiving Day
Ascension Day
Christmas Day
Whit Monday
Corpus Christi
Assumption Day
German Unity Day
All Saints Day
Christmas Day
St. Stephen's Day
Escalation Process
The Userful Technical Support Teams strictly adhere to triage-based escalation paths. Within the Support Departments, escalation is provided through Level One through Level Five (Level Five being the most advanced). Major bugs or critical outages are sent directly to Level Two and/or Level Three Representatives, with direct access to our Engineering Department for further escalation.
Language Support
While Userful strives to offer Support in multiple languages, there will be times when our Support Teams utilize an online translation service for email ticket communication. Supported languages include English (Primary), Arabic, Punjabi, and German.
Customer Purchased Hardware
Please see Third-Party Hardware for information on servers not purchased from Userful. Note that we cannot guarantee support for third-party hardware.
Certified Server Hardware
Please see this consolidated table containing certified server specifications for Standard, Professional+, and Enterprise servers.
Data Backup
You understand that data can be inadvertently lost, corrupted, or breached, and agree that you are wholly responsible for the backup of any and all data, software, information, or other files stored on your device, including all disks and drives, or other associated devices (collectively, “Your Data”) before receiving the Support Services. You further understand and agree that Userful may need to transfer Your Data, including any confidential, proprietary, and personal information stored on your device, to third-party service providers in order to perform the Support Services. Any transfer will be done in accordance with our Privacy Statement and by customer authorization only. To the maximum extent permitted by law, Userful is not responsible or liable for any disclosure, loss, or corruption of Your Data.
Remote Access (Customer Controlled)
To provide the Support Services, Userful may be required to connect remotely to your device, which allows us to access and control your device, view your device screen, install software and change settings on your device. We may ask you to download or accept Userful or third-party software licensing terms to establish the remote connection. We may run diagnostic tools on your device to determine whether it meets the minimum system requirements for us to perform certain Support Services, such as upgrades. You must agree to this step for us to provide those Support Services. If we are unable to establish a remote access connection to your device or complete any of the above steps, we may not be able to provide Support Services.
Software Installations/End User License Agreements/Authority
You will be provided with a set number of authorized Support contacts within your organization’s IT Department. By providing Userful with information, software, or applications to install or transfer on your behalf, you represent that you have the right to authorize Userful to take such action as an authorized Support contact. You understand and acknowledge that Userful may need to accept End-User License Agreements (“EULAs”) on your behalf for such software installations and you agree to comply with any EULAs. If you request the installation of software from a third-party software provided in connection with the Support Services, we will give you the opportunity to review the corresponding EULA; you assume sole responsibility if you decide not to review it. You understand and agree that Userful does not control the terms of any third-party EULAs and will not review such EULAs prior to accepting them on your behalf.
Third-Party Sites
If you are presented with a link to a third-party website while receiving the Support Services (whether the link is provided by Userful or embedded in the website on which you receive the Support Services or otherwise), you acknowledge that these links are provided for your ease of reference and convenience only, that the linked sites are not under Userful’s control and Userful is not responsible for the contents of any link or linked site or any changes or updates to such sites, and provision of the linked sites does not constitute an endorsement of any kind of material they contain or any association with their operators. Userful is not responsible for webcasting or any other form of transmission received from any linked site.
When you sign up for Support Services and give your email address, you consent to Userful providing you notifications about the Support Services or information the law requires us to provide to you via that address. Notices emailed to you will be deemed given and received when the email is sent.
THE SUPPORT SERVICES ARE GOVERNED BY THIS SERVICE AGREEMENT AND USERFUL'S GENERAL TERMS AND CONDITIONS. YOU REPRESENT THAT YOU HAVE REACHED THE AGE OF MAJORITY IN YOUR JURISDICTION OF RESIDENCE AND THAT YOU HAVE READ AND UNDERSTAND ALL THE PROVISIONS OF THIS SERVICE AGREEMENT.
The Userful General Terms and Conditions document contains extensive information including services, support protocols, restrictions, responsibilities, data privacy, service level agreement, support model, and much more.
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