SUPPORT SERVICE POLICY
1. Overview:
This Support Services Policy outlines the terms and conditions governing the support services provided by Behind Login for users of the ReleaseTrack platform. The support services primarily focus on facilitating access to competitor product updates through the online resource provided by our platform.
2. Scope of Support:
2.1 Access to Competitor Product Updates:
ReleaseTrack provides customers with access to an online resource containing competitor product updates.
Support services are specifically related to maintaining the functionality and availability of this online resource.
2.2 Technical Assistance:
Behind Login will provide reasonable technical assistance to ensure the proper functioning of the platform and access to competitor product updates.
3. Support Channels:
Users can seek support through emailing Releasetrack@behindlogin.com or by contacting your dedicated Customer Success Manager.
Support requests will be addressed from Monday through Friday, from 9:00 AM to 5:00 PM, excluding holidays.
4. Service Level Agreements (SLAs):
Behind Login commits to responding to support requests within five (5) working days.
The resolution time for issues will be determined on a case-by-case basis, taking into consideration the complexity of the problem.
5. Eligibility:
Support services are available to customers who have an active subscription to ReleaseTrack.
Customers must adhere to the terms and conditions outlined in the Subscription Service Agreement.
6. Exclusions:
Support services do not cover issues arising from:
-
Unauthorised use or modification of the platform.
-
Incompatibility with unsupported third-party software or hardware.
-
Force majeure events or other circumstances beyond Behind Login's control.
7. Updates and Maintenance:
Behind Login reserves the right to perform routine maintenance on the platform, which may temporarily impact access to competitor product updates. Advance notice will be provided whenever possible.
8. Fees:
Support services are included in the subscription fee for ReleaseTrack.
9. Termination of Support:
Behind Login reserves the right to terminate or modify support services with reasonable notice to customers.
10. Confidentiality:
Any information shared during the support process will be treated as confidential and handled in accordance with Behind Login's privacy policy.
11. Changes to the Support Services Policy:
Behind Login reserves the right to update or modify this Support Services Policy. Customers will be notified of any changes in advance.
12. Contact Information:
For support-related inquiries, please contact oliver@behindlogin.com
By accessing and using the support services provided by Behind Login, customers agree to abide by the terms and conditions outlined in this Support Services Policy.