This Instant Agenda Support Policy accompanies the Instant Agenda Terms of Service, available at http://instantagenda.com/terms/ or a successor URL (the "Agreement") entered into between you ("Customer") and CA Technologies ("CA"). Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Instant Agenda offers support services for the Instant Agenda Service ("Service") in accordance with the following terms:
A. Support Hours. Support is provided during business hours, from 8am to 5pm, Mountain Time, Monday through Friday.
B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Instant Agenda in the Service via the feedback Messenger or via email at email@example.com. Customer will provide information and cooperation to Instant Agenda as reasonably required for Instant Agenda to provide Support. This includes, without limitation, providing the following information to Instant Agenda regarding the Incident:
- Aspects of the Service that are unavailable or not functioning correctly
- Incident's impact on users
- Start time of Incident
- List of steps to reproduce Incident
- Relevant log files or data
- Wording of any error message
C. Incident Response. Instant Agenda's Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the descriptions below.
Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.
Response Time: 2 Hours
Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users.
Response Time: 1 Day
Non-critical issue; no significant impact on performance of the Service but user experience may be affected.
Response Time: 3 Days
D. Exclusions. Instant Agenda will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Instant Agenda's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.