Behavior Science Technology
This Behavior Science Technology (“BST”) Support Policy (“Support Policy”) is subject to the Master Subscription Agreement entered between Customer and BST (the “Agreement”) entered into between you (“Customer”) and BST. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
BST offers support services for the Platform (“Support”) in accordance with the following terms:
A. Support Hours
Support is provided 24 hours per day, 7 days per week.
B. Incident Submission and Customer Cooperation
Customer may report errors or abnormal behavior of the Platform (“Incidents”) by contacting BST within the Platform via chat, support forms, or via email at firstname.lastname@example.org. Customer will provide information and cooperation to BST as reasonably required for BST to provide Support. This includes, without limitation, providing the following information to BST regarding the Incident:
Aspects of the Platform that are unavailable or not functioning correctly
Incident’s impact on users
Start time of Incident
List of steps to reproduce Incident
Relevant log files or data
Wording of any error message
C. Incident Response
BST’s Support personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide responses in accordance with the information below.
Operation of the Platform is critically affected (not responding to requests) for a large number of End Users; no workaround available.
Target Response Time: 2 Hours
Platform is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Platform for multiple End Users.
Target Response Time: 1 Business Day
Non-critical issue; no significant impact on performance of the Platform but End User experience may be affected.
Target Response Time: 3 Business Days
BST will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Platform 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 BST’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; (d) Third Party Services; or (e) third party systems, acts or omissions.