Support Policy
This Nanonets Support Policy ("Support Policy") accompanies the Nanonets Subscription Terms of Service, available at Terms of Service or a successor URL (the "Agreement") entered into between you ("Customer") and Nanonets. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Nanonets offers support services for the Service ("Support ") in accordance with the following terms:
A. Support Hours. Support is provided 24 hours per day, 7 days per week.
B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Nanonets via email at [email protected]. Customer will provide information and cooperation to Nanonets as reasonably required for Nanonets to provide Support. This includes, without limitation, providing the following information to Nanonets 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. Nanonets'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. Nanonets 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 Nanonets's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
