Support Policy
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.
1.1. Standard Support Services
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 support@synap.ac. 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.
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 |
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.
1.2. Enhanced Support Services
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.
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