Support Policy
This Accessible Web Support Policy (“Support Policy”) accompanies the Accessible Web Terms of Service, available at https://accessibleweb.com/legal/terms-of-service/ or a successor URL (the “Agreement”) entered into between you (“Client”) and Accessible Web. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Accessible Web offers support services for the Accessible Web Hosted Platform (“Support”) in accordance with the following terms:
Support Hours
Support is provided Monday – Friday, 9am – 5pm EST, during business days. A business day means a day except for Saturday, Sunday or any other day on which banks located in the State of Vermont are authorized or required to be closed for business.
Incident Submission and Client Cooperation
Client may report errors or abnormal behavior of the Accessible Web Hosted Platform (“Incidents”) by contacting Accessible Web in the Accessible Web Hosted Platform via the Accessible Web Messenger or via email at [email protected]. Client will provide information and cooperation to Accessible Web as reasonably required for Accessible Web to provide Support. This includes, without limitation, providing the following information to Accessible Web regarding the Incident:
- Aspects of the Services that are unavailable or not functioning correctly, including examples
- Incident’s impact on users
- Start time of Incident
- Wording of any error message
- Relevant log files or data
- List of steps to reproduce Incident
Exclusions
Accessible Web will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Accessible Web Hosted Platform by Client in a manner not authorized in this Agreement or the applicable Documentation; (b) any infrastructure (including, for example, Client’s hardware, network, or database) or third-party software not included in the Accessible Web Hosted Platform; (c) third party systems, acts or omissions; or (d) general Internet problems, force majeure events or other factors outside of Accessible Web’s reasonable control. If it is not readily apparent whether an issue is due to one of these exclusions, Accessible Web will advise Client in advance that further investigative work is need to determine whether the issue is covered by Support or will result in additional charges.
Incident Response
Accessible Web’s Support personnel will assign a priority level to each Incident and seek to provide responses in accordance with the table below.
| Priority Level | Description | Target Response Times |
|---|---|---|
| High | Incident is rendering the Accessible Web Hosted Platform inoperative | 1 Business Day |
| Medium | Accessible Web Hosted Platform is responding and functional but performance is degraded, and/or Incident materially restricts Client’s use of the Accessible Web Hosted Platform. | 2 Business Days |
| Low | Non-critical issue; no significant impact on performance of the Accessible Web Hosted Platform but user experience may be affected. | 3 Business Days |
For the avoidance of doubt, Accessible Web’s Support shall not include any on-site services or any support services or responses directly to any of Client’s own users. Customer shall be solely responsible providing any on-site and/or direct support to all Client users.