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
- 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.
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.
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.|
|Reported by||Name :
|Short name||Fullscreen on Galaxy Tab|
|Description||Describe the problem|
|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!|