Support services policy
This document sets out the standard level of support provided by Ventures Anywhere Limited (the “Supplier“) to customers (“Customers“) who have purchased a subscription to the use the eventanywhere service (the “Service“). This Support Services Policy (as amended and updated from time to time forms part of the EventAnywhere Subscription Agreement (the “Agreement“) in which it is referenced. Unless the context otherwise requires, capitalised terms used in this document which are defined in the Agreement shall have the meaning given in the Agreement.
The Supplier operates a Support Helpdesk during normal Business Hours in the UK (i.e. 9am to 5pm, Mon to Fri excluding public holidays in the UK). Customers can contact the Support Helpdesk to: (i) report faults and errors with the Service (“Incidents“); or (ii) raise a reasonable number of technical questions or queries concerning the Service (“Queries“).
Incidents and Queries can be raised with the Support Helpdesk using one of the following methods:
- Telephone: 0113 3200 750;
- Email: firstname.lastname@example.org.
On receipt of reported Incidents and Queries, the Supplier will prioritise them and they will be assigned a unique support ID number. The Supplier will then use its reasonable endeavours during Business Hours to respond to and (if applicable/ possible) resolve any reported Incident or Query within reasonable timeframes.
The Customer must promptly provide the Supplier with all information and other assistance, which is reasonably requested by the Supplier in order to enable it to deal with a request for support.
The Supplier does not provide any guarantee that it will be possible to respond to, or resolve, any reported Incidents or Queries within any particular timeframes, or at all.
The Customer agrees to promptly implement any corrective actions, or workarounds, or procedures, recommended by the Support Helpdesk.
The Supplier shall be entitled to close any open Incident or Query logged with the Support Helpdesk if the Customer: (i) does not provide appropriate engagement with the Supplier personnel; (ii) does not respond to the Supplier within 7 days of receiving any response/ corrective action / recommended resolution / workaround; or (iii) does not respond to a request for additional information.
Support Services do not cover Incidents which: (i) are caused by systems (including hardware, software and telecommunications) that are not supplied by or maintained by, or the responsibility of, the Supplier; or (ii) cannot be reproduced by the Supplier.
Enhanced Support Services (in addition to those detailed in this policy) are available by agreement with the Supplier and subject to payment of an applicable Enhanced Support Services fee.
This Support Services Policy will be updated from time to time. This is Version 1.0 of this Support Services Policy which was last updated on 12th February 2021.