Support Policy

Last updated 28th April 2022

This Huma Support Policy ("Support Policy") accompanies the Huma Subscription Terms of Service (the "Agreement") entered into between you ("Customer") and Huma. 

Huma offers support services for the Service ("Support ") in accordance with the following terms:

1. Support Hours

The level of Support is a consequence of which subscription you as a Customer have entered into;

  • Free subscription: Free access to Huma Knowledge base, access to support via chat/forms 24/7. Response time subject to capacity. 
  • Base subscription: Everything in Free + Phone Support provided business hours (08-16), 5 days a week (Mon-Fri)
  • Pro subscription: Everything in Base + Phone Support is provided 08-20, 7 days per week.

2. Submission of Incident and Customer Cooperation

Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Huma in the Service or via email at support@hu.ma. Customer will provide information and cooperation to Huma as reasonably required for Huma to provide Support. This includes, without limitation, providing the following information to Huma regarding the Incident:

  • Specify the areas of the Service that are unavailable or not functioning properly
  • Incident's impact on users
  • When the Incident was discovered (time/date)
  • Explanation on how to reproduce the Incident
  • Error message description (if any)

3. Incident Response

Huma'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

Critical business impact

The Service is critically affected

  • It is not responding to requests or serving content
  • It affects a large number of users
  • There is no workaround available.

2 Hours

Priority 2

Significant business impact

The Operation of the Service is responding and is functional but has severely degraded performance

  • Can impact a large number of users.

1 Day

Priority 3

Minimal business impact

A non-critical issue that has no significant impact on performance of the Service, user experience may however be affected.

7 Days

 

4. Exclusions


Huma will have no obligation to provide Support if an Incident arises from: 

  • Use of the Service in a manner not authorized in the Agreement
  • General network problems, force majeure events or other factors outside Humaโ€™s reasonable control
  • Customer's equipment, software, network connections or other infrastructure