This Dispel Support Policy ("Support Policy") accompanies the Dispel Customer Terms of Service (the "Agreement") entered into between you ("Customer") and Dispel. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Dispel offers support services for the Service ("Support ") in accordance with the following terms:
Dispel actively monitors incident submissions from 9 AM EST to 6 PM EST Monday through Friday, excluding nationally recognized holidays in the United States.
Customer may report errors or abnormal behavior of the Service (" Incidents") by contacting Dispel in the Service via the Dispel messenger system on the bottom right-corner ("Support Channel") of our website or via email at [email protected]. Customer will provide information and cooperation to Dispel as reasonably required for Dispel to provide Support. This includes, without limitation, providing the following information to Dispel 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
Dispel's Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.
Dispel 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 Dispel's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
If the Customer purchased services through a reseller, Dispel may have no obligation to provide Support depending on the Customer's agreement with the reseller and Dispel.