Armorblox Technical Support
Technical support is available 24x7x365 for Priority 1 issues via firstname.lastname@example.org. For all other issues, technical support is available Monday-Friday Pacific Time 9-5pm except U.S. holidays via email at email@example.com and via other communication channels provided by Customer Success. The applicable hours of operations for an issue are referred to as “Support Hours.”
Once Armorblox has opened a service case for Customer (pursuant to Customer request as provided above), Armorblox will assign an Issue Category and Priority Level to the request based on Armorblox’s determination of its severity and impact to customers. Issue Categories and Priority Levels are described in the table below:
Each Issue Category has a Support Response Target (“SRT”) defined as the amount of time during Support Hours beginning when Armorblox has received notice of a support case submitted as described above to the time when Armorblox notifies the applicable customer that it has begun to provide assistance for that support case. Armorblox will use commercially reasonable efforts to provide the SRTs for each Priority Level and Issue Category within the time frames listed below:
For clarity, Armorblox is not obligated to and will not provide support for issues related to: (1) Customer’s hardware, non-Armorblox software, systems, internet services, and other third party services and software not provided by Armorblox; (2) Customer’s improper use of the Services, not in accordance with the Documentation; (3) Customer’s breach of its Agreement with Armorblox.