Podpal, Inc. (“Podpal” also referred to as "our", "us" and "we") considers customer support a top priority and takes reasonable measures to ensure uptime of the Services as well as quick resolution of any defects or performance issues.
This Podpal Support Policy ("Support Policy") accompanies the Podpal Terms of Service Agreement entered into between you ("Customer") and Podpal. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Podpal offers support services for the Service ("Support") in accordance with the following terms:
Support is provided 24 hours per day, 7 days per week.
Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Podpal in the Service via the Podpal Help Center or via email at email@example.com. Customer will provide information and cooperation to Podpal as reasonably required for Podpal to provide Support.
This includes, without limitation, providing the following information to Podpal regarding the Incident:
3.1 Incident Priority Levels
Podpal's Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.
3.2 Notice to Customer
Upon confirmation of a Priority 1 or Priority 2 Incident, Podpal will notify the Customer within 72 hours. Notwithstanding the foregoing, Podpal is not required to make such notice to the extent prohibited by Laws, and Podpal may delay such notice as requested by law enforcement and/or in light of Podpal’s legitimate need to investigate or remediate the matter before providing notice.
Podpal will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Podpal's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) Third-party systems, acts or omissions.
If you have any questions regarding Podpal Support, please contact us at firstname.lastname@example.org.