Support Policy
This Upmetrics Support Policy (“Support Policy“) accompanies the Upmetrics Subscription Terms of Service, available at https://upmetrics.co/terms-and-policies#terms or a successor URL (the “Agreement“) entered into between you (“Customer“) and Upmetrics. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Upmetrics offers support services for the Service (“Support“) in accordance with the following terms:
- Support Hours. Customer support is open Monday through Friday from 9:30am to 7:00pm (Indian Standard Time). After hours? Visit the Help Center for solutions to common problems
- Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service (“Incidents“) by using our Contact Us page. Customer will provide information and cooperation to Upmetrics as reasonably required for Upmetrics to provide Support. This includes, without limitation, providing the following information to Upmetrics 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
- Exclusions. Upmetrics 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 Upmetrics’ reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.