Support Services: Unixi will provide the following support services:
In response to the Customer’s report of any technical problem in the accessibility or performance of a function or component of the Product which is under Unixi’s control (a “Problem”), Unixi will make reasonable efforts to provide a fix, workaround, an update or such other solution to such Problem, all at Unixi’s discretion. Each Problem report must be in English and accompanied by sufficient information to enable UNIXi to verify and resolve the Problem.
Support Services will be provided in accordance with the priority levels and response times set forth below. “Response Time” means that Unixi will, within the timeframes listed below, report back to the Customer with an assessment or evaluation of the Problem. After responding to the Customer, Unixi will, taking into consideration the relevant “Priority Level”, aim to provide a solution as quickly as reasonably possible. The Priority Level will be determined by Unixi at its discretion.
The e-mail address for requesting support is: support@unixi.io
Priority Level |
Response Time |
| Critical Level Problem – unavailability of the Product. | Within 8 hours. |
| High Level Problem – Product is working, but entire functionalities of the Product are unavailable. | Within 12 hours. |
| Low Level Problem – Problem with little or no influence on the Product functionality, or a request for information or “How To” question. | Within 48 hours. |
Service Availability: Unixi warrants the Product will generally be available 99% of the time per calendar month, with the exception of any planned downtime of which Unixi gives 8 hours or more notice and any unavailability caused by circumstances beyond Unixi’s reasonable control. Unixi will use commercially reasonable efforts to schedule all planned downtime during the weekend hours and will not be obligated to give notice for such downtime during the weekend hours.
