Service Level Agreement

The Service Level Agreement (“SLA”)

The Service Level Agreement (“SLA”) set out below is provided to Customer in accordance with the Services purchased as set out in an Order Form. The Services are subject to the terms and conditions agreed to between the parties. Capitalised terms used but not defined in this SLA are defined elsewhere in the agreement.

We offer technical support only to our customers via email. We will help you with issues regarding the usage and understanding of Player XP, or if you're having trouble with your account or membership.

After your purchase we will communicate you the official email for the support service. If you are our customer you can find more information by speaking to one of our agents.

If you are not our customer and you need some generic information regarding Player XP or Hertzian feel free to contact us, we will be happy to answer your questions.

FAQs: https://playerxp.freshdesk.com/support/solutions/articles/44001594765

Depending on the specific Services that you receive, Supplier offers live support for users on business days during business hours. For the purposes of this SLA:

• a business day is any day that is not a Saturday, Sunday, Christmas Day, Boxing Day or New Year’s Day.
• a business hour is any hour between 09:00 – 17:00 UTC GMT on a business day.

For assistance with live support, Customer must file a support request with Supplier by email to hello@playerxp.io Customer must include a clearly written description of the problem, provide the email address that Customer is logged in with, and where applicable, include a URL to the affected Player XP Dashboard. Customer must also include any steps that it can reasonably identify that would allow Supplier to replicate the problem (a “Valid Support Request”). Following receipt of a Valid Support Request, Supplier will log the problem and provide Customer with a ticket ID number by email to track progress on the support request.
If any user contacts Supplier for any reason other than by filing a live support request via the process set out above, Supplier may refer that user to one of Customer’s admin users and/or to the Customer Success Manager.

Support Service and Duration

We offer a limited support period depending on the package you purchase. Refer to Order Form for more details.
Basic Analyst Support package includes 2 days dedicated support a month (starting from the day of the purchase).

Extent of our Support

We only cover support for our service and we cannot give support that isn’t related (E.g. third party plugins or client processes).

Customization

As part of a premium support package we will help you with minor customizations, however we reserve the right to ask for an additional fee if your request is considered a complex change.

Planned Maintenance

Maintenance carried out during the maintenance window of 8:00pm to 12.00am CEST time; and
Unscheduled maintenance performed outside Normal Business Hours, provided that the Supplier has used reasonable endeavours to give the Customer at least 6 Normal Business Hours’ notice in advance.