Support Services Policy

Introduction

This page sets out our Support Policy, and the different Service Levels associated with each subscription tier. It is referred to in our terms and conditions and constitutes what we consider our standard support services for the inmydata service.

Scope

Support Services will be provided to you as defined on this page whilst an Agreement between you and DataPA remains in force, as set out in out in out terms and conditions. Support Services will only be provided for the valid use of the Service as set out in our terms and conditions. Support Services will be provided solely through our online support helpdesk, available at https://support.datapa.com.

Response Times

We are committed to rapid response times for each and every support request. Support requests can be logged through our online helpdesk 24 hours a day, 7 days a week, 365 days a year. Each support request can be tracked through our helpdesk by the person who raised the request.

Our target response times as set out in the table below are based on the priority of the issue, and the subscription tier you have signed up for. Although we cannot guarantee the we will meet our target response times, we will use all commercially reasonable endeavours to do so.

Priority Personal Team Business Enterprise
Urgent 1 business day 8 business hours 4 business hours 1 business hour
High 2 business days 12 business hours 8 business hours 4 business hours
Medium 5 business days 2 business days 12 business hours 8 business hours
Low 10 business days 5 business days 2 business days 12 business hours

Priority Definitions

      Priority       Description
Urgent Critical functionality is unavailable or inoperable with a severe impact on the service availability for multiple users. There is no workaround or possible alternative.
High Critical functionality is interrupted or degraded with a severe impact on the service availability for multiple users. There is no workaround or possible alternative.
Medium Non-critical functionality is inoperable or degraded, effecting the operability of the service for multiple users. A workaround or alternative is available.
Low Non-critical or personal functionality is inoperable or degraded, effecting the operability of the service for a limited number of users. A workaround or alternative is available.