Standard Support Policies

Any capitalised terms used in this document in relation to SaaS Support which are not specifically defined in this document but defined in the applicable Software As A Service Agreement referring to this document, hereafter referred as “Agreement”, shall have the meaning as described in the Agreement.

As used in these SaaS Support Policies, "you" and "your" refers to the individual or entity that has ordered SaaS from Colloquial. Colloquial will provide SaaS support in accordance with Colloquial's privacy policy available at http://www.colloquial.io/privacy.

These SaaS Support Policies are subject to change at Colloquial's discretion; however, Colloquial policy changes will not result in a material reduction in the level of SaaS support provided during the period for which fees for the applicable SaaS offering have been paid.

Support terms

SaaS Fees

The fees paid by you for the SaaS offering under your ordering document include the SaaS support described in these SaaS Support Policies. You will not be separately invoiced for the support provided as part of the SaaS offering.

Support Period

SaaS support is effective upon the effective date specified in your ordering document, and ends upon the expiration or termination of the SaaS offering under such ordering document (the "support period"). Colloquial is not obligated to provide SaaS support beyond the end of the support period.

Technical Contacts

Your technical contacts are the sole liaisons between you and Colloquial for support of the SaaS programs. When submitting a service request, your technical contact should have a baseline understanding of the problem you are encountering and an ability to reproduce the problem in order to assist Colloquial in diagnosing and triaging the problem. To avoid interruptions in support services, you must notify Colloquial whenever technical contact responsibilities are transferred to another individual.

Colloquial may review service requests logged by your technical contacts, and may recommend specific training to help avoid service requests that would be prevented by such training.

SaaS Program Updates

"Update" means a subsequent release of the SaaS program which Colloquial generally makes available for its SaaS customers at no additional fee. Updates for SaaS programs do not include any release, option, service or program that Colloquial licenses separately. As part of support for SaaS, Colloquial will provide updates to SaaS programs during the support period when available (as determined by Colloquial). Colloquial is under no obligation to develop any future services, programs or functionality. If an update for a SaaS program is made available to you pursuant to these SaaS Support Policies, it shall replace the previous version of such SaaS program.

First and Second Line Support

You are required to establish and maintain the organisation and processes to provide “First Line Support” for the SaaS program directly to your users. First Line Support shall include but not be limited to (i) a direct response to users with respect to inquiries concerning the performance, functionality or operation of the SaaS program, (ii) a direct response to users with respect to problems or issues with the SaaS program, (iii) a diagnosis of problems or issues of the SaaS program, and (iv) a resolution of problems or issues with the SaaS program (v) user login or permission issues .

If after reasonable commercial efforts, you are unable to diagnose or resolve problems or issues of the SaaS program, you may contact Colloquial for “Second Line Support."

Second Line Support shall consist of (i) a diagnosis of problems or issues with the SaaS program, and (ii) reasonable commercial efforts to resolve reported and verifiable errors in the SaaS program so that the SaaS program performs in all material respects as described in the associated program documentation.

Colloquial may review service requests logged by your technical contacts, and may recommend specific organisation and process changes to assist you with the practices described in these SaaS Support Policies.

Security Practices for SaaS Support

Colloquial is deeply committed to the security of SaaS support. In providing SaaS support, Colloquial will adhere to the Colloquial SaaS Security Practices.

Incident Severity, Response and Resolution Time

Service request escalation

If you believe in good faith that you have not received quality or timely assistance in response to a service request or that you urgently need to communicate important support-related business issues to Colloquial management, your technical contact may escalate the service request by contacting Colloquial and requesting that the service request be escalated. The escalation process should not be used if you wish to change the reported business impact of the issue and as otherwise indicated in My Colloquial Support.

Contact Information

Email and contact information can be found on Colloquial’s support web site