Customer Point of Contact Obligations
The customer will provide emailtopia’s support team with sufficient detail to permit emailtopia to understand and reproduce the problem. If a full description is not given, this could lead to delays in service, as cases will be prioritized by the emailtopia support team based on the support request description.
The customer understands they may need to provide the appropriate resources and staff including a user team liaison and an IT team liaison to work with emailtopia’s support technical team during a support case.
The customer shall nominate one or two persons to be the point of the contact for any support requested and received. Support may only be provided to the nominated contact and the customer must ensure that the contact is a competent and knowledgeable user of the software.
The customer’s support request may include problem troubleshooting, which is a process whereby emailtopia’s support team works with the customers nominated contact, to reproduce, isolate, and articulate a reported problem.
emailtopia thoroughly recommends training for all our software. The customer’s named point of contact for emailtopia’s support services should be familiar and have read all product manuals and installer readme documents. Support services may be declined or deferred, if a point of contact is deemed by emailtopia to be insufficiently competent with the software for the issue to be tackled effectively.
Help Desk Support Exclusions In General
emailtopia’s support agreement does not include coverage relating to problems or issues arising out of or from:
i. customer’s use of the Software in a manner for which it was not designed;
ii. damage or malfunction to the hardware on which the software is installed;
iii. installation on an unsupported operating system;
iv. negligence by customer;
v. where the problem is caused by third party applications that have not been developed by emailtopia
Where it is feasible, a client may elect to engage emailtopia’s support team at additional cost to perform additional troubleshooting services on support excluded issues subject to mutual scheduling and a signed statement of work.
Help Desk Support Exclusions – Server Hardware, Virtualization and SQL Server Support
The customer is responsible for supporting the server hardware or virtual environment on which the software is installed, including the operating system.
The customer is responsible for supporting the SQL Server application and the server hardware or virtual environment on which the SQL Server is installed.
Help Desk Support Exclusions – Professional Services
emailtopia’s support agreement does not include consulting or professional services such as:
i. any consultancy advice including, but not limited to, best-practice technical advice, data conversion, engineering advice;
ii. remote access installation, upgrades or server migration
iii. on-site installation or on-site support.
iv. data and application back-ups.
Clients may elect to engage emailtopia’s support team at additional cost to perform additional professional services, subject to mutual scheduling and a signed statement of work.