Support Policy

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:

A. Support Hours

Dispel actively monitors incident submissions from 9 AM EST to 6 PM EST Monday through Friday, excluding nationally recognized holidays in the United States.

B. Incident Submission and Customer Cooperation

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 support@dispel.io. Customer will provide information and cooperation to Dispel as reasonably required for Intercom 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

C. Incident Response

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.

Priority Level

Description

Target Response Times

Priority 1

Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.

2 Hours

Priority 2

Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users.

1 Day

Priority 3

Non-critical issue; no significant impact on performance of the Service but user experience may be affected.

3 Days

D. Exclusions

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.