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Contents last updated November 18th 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:
You as a Customer have free access to the Huma Knowledge Base 24/7. Personal support is provided via chat and email during business hours (08-16 CET), 5 days a week (Mon-Fri). Response time is subject to capacity.
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:
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
|
2 Hours |
|
Priority 2 |
Significant business impact The Operation of the Service is responding and is functional but has severely degraded performance
|
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 |
Huma will have no obligation to provide Support if an Incident arises from:
