Support Desk. Our customer support team who provide 1st and 2nd line support services and to whom all Support Requests must be raised using the contact details Premium (default) 24/7 Upgrade Support provided to you and your Users between: ▪ 08:30 to 18:00 EST Monday to Friday (excluding US bank and public holidays) for North American customers. ▪ 08:30 to 18:00 GMT/BST (as applicable) Monday to Friday (excluding UK bank and public holidays) for rest of the world customers. Support provided to you and your Users 24 hours a day, 7 days a week (including UK/US bank and public holidays as applicable). Note: outside of the Premium Support Hours, 24/7 Support is available via telephone only. provided from time to time.
Appears in 2 contracts
Sources: Support Services Agreement, Support Services Agreement