This Support Policy accompanies the Terms of Service, available at
https://www.habu.co/terms and Service Level Agreement ("SLA"), available at
https://www.habu.co/sla 1. Support Hours. Support is provided 12 hours per day, 5 days per week. Standard support hours are Monday to Friday 08:00 - 20:00 BST/GMT but
2. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behaviour of the Service ("
Incidents") by contacting us in the Service via the Live Messenger or via email at
team@habu.co. Customer will provide information and cooperation to us as reasonably required for us to provide Support. This includes, without limitation, providing the following information to us 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
3. Incident Response. Our Support personnel will assign a priority level ("
Priority Level") to each Incident and seek to provide responses in accordance with the table below.
