This Audit Sight Support Policy ("Support Policy") accompanies the Audit Subscription Terms of Service, available at www.auditsight.com/terms-of-service or a successor URL (the "Agreement") entered into between you ("Customer") and Intercom. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Audit Sight offers support services for the Service ("Support ") in accordance with the following terms:
A. Support Hours. Support is provided during the hours of 9AM -5PM EST Monday - Friday
B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Audit Sight via email at support@auditsight.com. Customer will provide information and cooperation to Audit Sight as reasonably required for Audit Sight to provide Support. This includes, without limitation, providing the following information to Audit Sight 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
C. Incident Response. Audit Sight's Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the nature of the incident. Support times will vary.
D. Exclusions. Audit Sight will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Audit Sight's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
