Tapdata Support Policy

1. Support is only available in English and for stable versions.

2. Customer agrees to:

  • provide reasonable detail of the
    nature of and circumstances surrounding the Error,
  • provide reasonable access to Customer’ s environment as necessary to enable us to provide Support; and
  • provide reasonable cooperation in the diagnosis and resolution of any Errors.

3. The terms of Support for our currently available subscriptions are defined below.

BLOCKER

Due to an Error in a production environment, the Software is down or seriously impacted, or the Customer data is lost or destroyed, and there is no workaround currently available.

Basic Support Plan

1 hour (Available 10 x 5)

Premium Support Plan

30 minutues (Available 24 x 7)

CRITICAL

Due to an Error, the Software is moderately affected. There is no workaround currently available or the workaround is cumbersome to use.

Basic Support Plan

2 hours

Premium Support Plan

1 hour

MAJOR

The Error is not critical – no data has been lost, and the system has not failed. The Error has been identified and does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround.

Basic Support Plan

8 hours

Premium Support Plan

4 hours

MINOR

Non-critical Errors, general questions

Basic Support Plan

48 hours

Premium Support Plan

24 hours

*Note the hours in above table indicate only the responding time. We do not guarantee the time used to resolve the support ticket.

4. We have no obligation to provide any Support to Customer:

  • for any software, hardware or other element of the Customer environment not provided by us,
  • if Customer or a third party has altered or modified any portion of the Software,
  • if Customer has not used the Software in accordance with Documentation or instructions provided by us, including failure to follow implementation procedures, or
  • if Customer has failed to replace earlier versions of the Software with Updates made available to Customer.