This Synap Support Policy accompanies the Synap Subscription Terms of Service, available at https://synap.ac/terms or a successor URL (the "Agreement") entered into between you ("Customer") and Synap. Capitalized terms used in this SLA that are not defined herein have the meanings given to them in the Agreement.
Synap offers support services in accordance with the following terms:
A. Routine Support. Is provided 9.00am - 5.00pm UK-time, Monday-Friday.
B. Emergency Support. Is provided 24 hours a day, 7 days a week.
C. Incident Submission and Customer Cooperation. The Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Synap in the Service via the Live Chat widget or via email at [email protected]. Customer will provide information and cooperation to Synap as reasonably required for Synap to provide Support. This includes, without limitation, providing the following information to Synap 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
D. Incident Response. Synap's Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.
E. Exclusions. Synap 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 Synap's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
We may, at our discretion, offer additional support under our Professional Services Terms, to cover business critical periods or specific requirements. The nature and price of this will be determined by a separate Order Form, and the period of cover will be strictly limited to the dates defined in that document.