Support Policy
EFFECTIVE DAY 20 MAY 2022
This Cention Support Policy (“Support Policy“) accompanies the Cention Subscription Terms of Service, available at https://www.cention.com/master-subscription-agreement-ver-2022-05/ (the “Agreement“) entered into between you (“Customer“) and Cention. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Cention offers support services for the Service (“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 Service (“Incidents“) by contacting Cention via email at support@cention.com. Customer will provide information and cooperation to Cention as reasonably required for Cention to provide Support. This includes, without limitation, providing the following information to Cention regarding the Incident:
- Aspects of the Service 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. Cention’s Support personnel will classify a priority level (“Priority Level“) to each Incident and seek to provide responses in accordance with Cention Service Level (SLA) available at https://cention.com/sla/
D. Exclusions. Cention 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 Cention’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.