1.1 “Approved Support Administrator” means named individuals identified by You to Us as points of contact for support.
1.2 “Approved Support Ticket” means a support request submitted to Our support desk in English by one of Your Approved Support Administrators via the online support portal provided by Us.
1.3 “Production System” means an instance of Our Service actively used by You in your daily business.
1.4 “Support Commitment” means the following:
2. SUPPORT COMMITMENT EXCLUSIONS.
The Support Commitment does not apply to (i) support requests that are not an Approved Support Ticket, or (ii) any service(s) that expressly exclude this Support Commitment (as stated in the documentation for such services or as communicated by Us to You in writing) or any performance issues: (a) caused by factors outside of Our reasonable control; (b) that result from any actions or inactions of You or any third party; or (c) that resulted from Your equipment or third party equipment, or both (not within Our primary control).
3. CHANGES TO SUPPORT LEVEL AGREEMNT.
Any change to the terms and conditions of this SSLA may only take effect in the next Term of Purchased Services and will have to be announced in writing to You at least thirty (30) days prior to the commencement of the new Term of Purchased Services.
Please contact us using the information below if you have any questions about our Support Service Level Agreement:
1016 EV Amsterdam