Support Service Policy
This Support Service Policy (“Policy”) applies to the provision of support services for the Service(s) provided by Tromzo subject to Tromzo’s Master Services Agreement (“MSA”). Capitalized terms in this Policy that are not defined herein are defined in the MSA.
Support Channels and Availability
Tromzo shall provide support to the Customer through the following channels:
- Email: [email protected]
- Online ticketing system: https://support.tromzo.com
- Live chat: Slack
Support shall be available 12 hours a day, 5 days a week. Tromzo’s support team will respond to Customer’s support requests during the following hours: Monday through Friday (excluding US holidays), 6:00am – 6:00pm Pacific Time.
Scope of Support Services
Support is available to address issues where the Tromzo Service does not perform materially in accordance with the Documentation (“Incident(s)”). Incidents may include, but are not limited to:
- Service unavailability or access issues
- Errors, bugs, or unexpected behaviors
- Troubleshooting and assistance with configuration settings
- User management and access control
- Data import/export issues
Note that while Tromzo appreciates feedback and suggestions for improving the Service, requests involving the addition of new functionality or improvements to existing features of the Service are considered a “feature request” and are separate from support Incidents.
Tromzo will make reasonable efforts to investigate, diagnose, and resolve support Incidents in accordance with the defined response and resolution timeframes outlined in this Policy.
Incident Prioritization
Tromzo will assign a priority level to each Incident based on the impact on the Customer’s business operations and severity of the Incident in accordance with the table below:
| Priority Level | Description | Target Response Time | Target Resolution Time |
| Priority 1, Critical | The Service is not accessible, resulting in a complete loss of functionality. | Within 2 hours | Within one business day |
| Priority 2, High | Major functionality is impaired or unavailable, causing a significant impact on business operations. | Within 4 hours | Within one week |
| Priority 3, Medium | Some features of the Service are impaired, causing a moderate impact on business operations. | Within one business day | Within two weeks |
| Priority 4, Low | General questions, minor issues, or cosmetic defects that do not significantly affect business operations. | Within one business day | Within four weeks |
Tromzo will allocate appropriate resources to address each Incident based on its assigned priority level. The initial response will acknowledge the receipt of the support request and any further actions required by the Customer needed to fulfill the request.
Target resolution times are estimates and not guarantees. The actual resolution time may vary depending on the complexity of the Incident. Resolution may be accomplished via a short-term workaround while Tromzo continues to work on a long-term solution.
Customer Requirements
Customer will provide information and cooperation to Tromzo as reasonably required for Tromzo to provide Support. This includes, without limitation, providing the following information to Tromzo 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
Exclusions
The following items are not covered under this Policy and Tromzo will have no obligation to provide support to the extent an Incident arises from:
- Third-party integrations or systems.
- Customer’s equipment, software, infrastructure, or network-related issues.
- Customer’s use of the Service in a manner not authorized in the MSA or the applicable Documentation.
- General Internet problems, force majeure events, or any other events beyond Tromzo’s reasonable control.
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