Support

Adways will use commercially reasonable efforts to provide you, – the “User” – with e-mail support at no additional charge. Except is stated otherwise, additional fees may be charged for phone or dedicated support.

User will be asked to submit its request and will be assigned a unique case number.

Adways will use commercially reasonable efforts to respond to each case within (2) business days and to resolve this case.

The resolution can consist of a definitive fix, workaround or other solution that Adways may implement.

Adways must be able to reproduce errors in order to resolve them. Both parties agree co cooperate and work closely to reproduce the potential errors and conduct diagnostic activity. Users maybe asked to provide remote access to their account and/or desktop system for troubleshooting purposes.

 

ENTERING A CASE

Should any of the services set in the Terms of Use becomes unavailable, the User may submit requests free of charge to Adways’ Error tracking system by sending an email containing the information described below in either English or French to support@adways.com. In addition to reporting an outage or Error via email, User may also contact the Adways Hotline by telephone depending of his eligible level of service. Information provided by the User must be complete, timely and accurate, and especially provide the following minimal information:

  • Detailed description of the Software service(s)’ unavailability, including any deviations from the expected behavior of the specified Software services
  • Detailed description of the User’s environment, and in particular the operating system, hardware configuration, compliance with minimum configuration requirements set out in the Contract, and other applicable software when requested; and any information, document or file that Adways reasonably deems necessary for diagnosis.

User agrees that Adways is not responsible to provide support for any issues resulting from problems, errors or inquiries related to User’s systems.

 

TELEPHONE SUPPORT

If eligible, the User may use Adways’ telephone support on week days, in English, excluding holidays as follows:

9:00 – 19:00 pm CEST/CET in Europe

9:00 – 19:00 pm EDT/EST in US

The Parties may agree to specify other supported languages in an Order, such as for Spanish, Japanese, Arabic and German, under restricted availability and for additional Fees, on a case-by-case basis.

 

LIMITATION

Adways will make the Software services available at the level of service purchased by the User, for 24 hours a day, 7 days a week except for (a) planned downtime, (b) Adways Software hosting platform’s downtime and (c) any unavailability caused by circumstances beyond Adways’ reasonable control, such as Force Majeure Events or User’s own misuse of the Software or violation of its specifications of use

Adways will not be liable for any failures in the Service or any other problems which are related to (a) the User Data or User Systems or (b) outages to any telecommunications or public Internet backbones, networks or servers, or other equipment or service outside of Adways’ facilities or control.

Adways will resolve any unavailability of the Software services in a timely and commercially reasonable manner as set forth in the SLA.

 

SAMPLE ADWAYS ERROR REPORTING FORM

 

Client Name Media Pro, Inc.
Client ID 129821a12
Reported by Name :

Email :

Phone No.

Short name Fullscreen on Galaxy Tab
Description Describe the problem
Reproducible ? Yes/No
Link to view the problem http://adways-studio.com
Step by step process to reproduce the problem Describe the user path to reproduce the problem you are facing. You may add screenshots
Device iPad Only, All smartphones, every device, only one specific device
Browser Chrome 34, Firefox 21, IE9, all browser
Additional information or comments Thank you!

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