Support Policy
Effective day 15th January 2022
This Cloda Support Policy (“Support Policy“) accompanies the Cloda Subscription Terms of Service, available a [cloda.io] or a successor URL (the “Agreement“) entered into between you (“Customer“) and Cloda. Capitalised terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Cloda offers support services for the Service (“Support “) in accordance with the following terms:
- Support Hours. Support is provided during working hours (9am to 5pm Irish time) Monday to Friday and 9am to 12pm (Irish time) on Saturdays, Sundays and public holidays.
- Incident Submission and Customer Cooperation. Customer may report errors or abnormal behaviour of the Service (“Incidents“) by contacting Cloda in the Service via the Cloda Messenger or via email at contact@cloda.io. Customer will provide information and cooperation to Cloda as reasonably required for Cloda to provide Support. This includes, without limitation, providing the following information to Cloda 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
- Incident Response. Cloda’s Support personnel will assign a priority level (“Priority Level“) to each Incident and seek to provide responses in accordance with the table below.
Priority Level | Description | Target Response Times |
Priority 1 | Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. | 2 Hours |
Priority 2 | Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users. | 1 Day |
Priority 3 | Non-critical issue; no significant impact on performance of the Service but user experience may be affected. | 3 Days |
- Exclusions. Cloda 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 authorised in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Cloda’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
