Iterpro Support & Service Level Agreement
1.1 Iterpro will provide the Customer with unlimited email technical support assistance for the full term of the Contract.
1.2 The support is available Monday through Friday, 9:00 am to 5:00 pm Central European Time – excluding weekends and observed EU Holidays. Support availability may occasionally vary from stated hours due to downtime for systems and server maintenance, company events, and circumstances beyond the control of Iterpro. Phone support requests will be handled in the order in which they are received. Email support requests will be processed within one (1) business day.
1.3 The Iterpro support widget on the web application is the only allowed way to contact the Iterpro support team.
1.4 Phone and Video Support is available only after agreement from the Iterpro support team and only for critical situations.
1.5 Service and support will be provided to the Customer in accordance with the terms indicated in this document and on Iterpro’s website. The Customer will be provided support services only for the Software purchased.
1.6 Iterpro may limit or terminate support service to or may elect not to renew additional support if Customer uses the service in an irregular, excessive, abusive or fraudulent manner or the Software with third-party software that is determined at Iterpro’s sole discretion to be incompatible. Examples of such use include a high number of support requests that concern previously resolved issues and/or general usability, repeated posing of questions to which the answer is readily found in Product documentation, and discussion of issues that are not related to technical support. Coverage is non-transferable and is valid for the Customer only. Resale or transfer of support plans is strictly prohibited and will be grounds for termination or non-renewal of support.
1.7 The extra support in terms different from the ones hereby highlighted is subject to different quotations according to Iterpro ordinary rate table.