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Service level agreement

This webpage describes the support services (Support) that Exclaimer provides to its customers with an active subscription to Exclaimer’s Subscription Services.  This Support form part of Exclaimer’s Terms of Service (or a customer’s negotiated agreement with Exclaimer) (in each case, the Agreement).  Capitalised terms used on this webpage have the meanings given in the Agreement. 

Technical Support

We shall provide technical Support to you in accordance with this webpage and the Agreement with reasonable skill and care in a professional manner.  Supported customers receive all product updates and upgrades free of charge.  To make a request for Support, you must raise an online support ticket at www.exclaimer.com/support (or such other URL that we may provide from time to time).  Support tickets are allocated to Our Support Engineers who will contact you within  6 working hours (depending on the severity of your support case).  

Technical Support is available 24/5, during the following times: 

  • APAC: Monday 00:00 – Saturday 01:00 (UTC) 

  • UK and EMEA: Monday 00:00 – Saturday 01:00 (UTC) 

  • Americas:  Sunday 18:00 – Friday 20:00 (ET) 

Technical Support may be provided by email, live chat, telephone* and/or via remote support.  Remote desktop sessions may be arranged in advance, subject to the availability of the Our Support team.  

* telephone support is only available if you subscribe to Our Pro plan, Signature Management Cloud (legacy), or Signature Marketing Cloud (legacy). 

Your obligations

You must provide sufficient detail of any issue that you experience with the Subscription Services so that We are able to replicate, fault find and respond to your Support ticket.  You must also ensure the reasonable availability of your administrative and technical staff in order for Us to help resolve the technical issue(s) set out in your Support ticket. 

Exclusions

Technical Support is not available for downtime or access issues caused by or related to: (a) any maintenance of the Subscription Services; (b) your negligence, acts or omissions; (c) your performance of your obligations under the Agreement (or your failure or delay in doing so); (d) your use of the Subscription Services other than in accordance with the Agreement; (e) software, hardware, connectivity or systems not provided or operated by Us; or (f) Force Majeure Events.   

Technical Support is not provided to you if: (A) you are using a version of Our software which is older than Our latest release or the directly preceding version; (B) you are accessing or using a beta or non-general release of Our Subscription Services; or (C) your account and/or access to the Subscription Services has been suspended.  If you use an operating system or software that is no longer supported by the relevant third-party vendor, We will make reasonable efforts to resolve the issue, however We reserve the right to require you to update such operating system or software in order for you to continue receiving Technical Support.  

We do not provide any assurance or guarantee that the Subscription Services will provide a solution to your specific needs. The Subscription Services are not bespoke or tailored to you and we do not warrant that they will meet your requirements. We offer no refund where you purchase the Subscription Services and subsequently decide that they are not suitable for your requirements or are not required for any reason. 

Account Support

You can raise a ticket relating to your account for questions or issues relating to your subscription, renewal, billing, ownership or usage help here www.exclaimer.com/support. 

Locations

Please note that Our Support is provided by the same individuals for all customers.  These individuals may be based in countries outside the country that you are located in.  Details can be found here: https://trust.exclaimer.com  

Partners

If you purchase access to and use of Our Subscription Services through a Partner, support may be provided by that Partner in accordance with its own service level agreement and support document in place with you.  If this applies to you then We are not responsible for such Partner support, and We will have no obligation to provide Support to you.