Technical Support Services Guidelines v2.1
The following technical support services guidelines (“Guidelines”) apply to agreements where PowerPost provides PowerPost SaaS application (as described in the “Agreement”) and related technical support to Customer.
- Obtaining Support
1.1 Customer Efforts to Fix Errors; Support Request Submission. Before making a Request to PowerPost, Customer will use reasonable efforts to fix any error, bug, malfunction, or network connectivity defect without escalation to PowerPost. Following such attempts, a Designated Contact may submit a Request through the chat support interface.
1.2 Protocol for escalation. Request will first be routed to Customer assigned Client Success Manager (CSM). If Resolution is unable to be reached through CSM, Request will then be routed to appropriate member of PowerPost application development team.
1.3 Communications. Initial and all subsequent Request and Resolution communications will be routed between PowerPost CSM and Designated Contact. PowerPost may provide any notice or communication to Designated Contact at “Notification Email Address” or other address specified by Designated Contact.
1.4 Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide all requested diagnostic information and assist PowerPost Support Personnel as may be required to resolve a Request.
1.5 Request Acknowledgement. PowerPost may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that PowerPost may be unable to provide answers to, or resolve all, Requests.
1.6 Feature Requests. If PowerPost deems a Request to be a Feature Request, PowerPost will log the Request for consideration to add to a future update or release of the Services and will consider the matter closed. PowerPost has no obligation to respond to or resolve any Feature Request or to include any Feature Request in any future update or release.
1.7 Building Applications. PowerPost has no obligation to write or build any Applications or write code to facilitate Applications.
1.8 Early Access, Alpha, and Beta. Although PowerPost has no obligation to provide TSS for Early Access, Alpha or Beta versions, features, or functionality of the Services, PowerPost will consider Requests at these development stages on a case-by-case basis.
- Accessing Support
2.1 Designated Contacts. PowerPost will provide first-level support to Customer only through Customer’s Designated Contacts.
2.2 Support Hours and Target Initial Response Times. PowerPost will process Requests during the Hours of Operation (Monday through Friday, 8am-5pm CST/CDT), unless otherwise indicated in these Guidelines. Any Requests received outside the Hours of Operation will be logged and processed during the next Business Day.
- General Provisions
3.1 Maintenance. To ensure optimal performance of the Services, PowerPost performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If PowerPost expects planned Maintenance to negatively affect the availability or functionality of the Services, PowerPost will use commercially reasonable efforts to provide at least 7 days’ advance notice of the Maintenance. In addition, PowerPost may perform emergency unscheduled Maintenance at any time. If PowerPost expects emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, PowerPost will use commercially reasonable efforts to provide advance notice of such Maintenance. PowerPost may provide any notice to Customer under this Section: (a) by sending an email to the Notification Email Address, or (b) through the Admin Console. In this Section 3.1, “Notification Email Address” has the meaning given in the Agreement or, if no such meaning is given, means the email address(es) designated by Customer in the Admin Console, or in the Order Form or Ordering Document (as applicable), to receive certain notifications from PowerPost.
3.2 Language Support Generally. PowerPost will provide all support under these Guidelines in the English language.
3.3 Professional Services. Depending on the type, scope, and duration of any professional services requested (e.g., implementation, configuration, data migration, or other forms of technical assistance), additional fees and terms may apply.
- “Business Day” means any day during the Hours of Operation.
- “Designated Contacts” means individual Admin Console users who are designated by Customer as administrators or registered users (with corresponding account) who are allowed to contact PowerPost for technical support.
- “Feature Request” means a Request to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.
- “PowerPost Support Personnel” means the PowerPost representatives responsible for handling Requests.
- “Hours of Operation” means Monday through Friday, 8am-5pm CST/CDT, except for holidays
- “Maintenance” means maintenance work that is performed on hardware or software delivering the Services.
- “Notification Email Address” has the meaning given in the Agreement or, if no such meaning is given, means the email address(es) designated by Customer in the Admin Console, or in the Order Form or Ordering Document (as applicable), to receive certain notifications or communications from PowerPost.