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Support Terms

v1.2

These Support Terms outline the technical support framework provided by Autom Mate and what is expected from Autom Mate partners and customers to ensure effective resolution of issues and queries related to Autom Mate solutions.
The support is tiered into three levels: Level 1 (L1), Level 2 (L2), and Level 3 (L3).

1. Support Structure

1.1. Level 1 (L1) Support: Provided by Customer:

  • Responsibilities:
    The nature of the Autom Mate solutions requires some knowledge and skill on the part of the end user customer.  If customer is not able to perform these tasks and requests it from either an Autom Mate partner or direct from Autom Mate, these requests will be treated as a services engagement which will be chargeable at then prevailing rates.  Customer is expected to perform:
    • Basic troubleshooting and remediation.
    • Handling configuration queries, building their own workflows and maintaining them and minor adjustments.
    • Escalation to Level 2 support for unresolved issues.

1.2. Level 2 (L2) Support: Provided by Partners:

  • Responsibilities:
    Each Autom Mate partner is expected to have in-depth knowledge and skill sufficient to handle support queries from end user customers including:
    • Initial response to customer queries.
    • In-depth technical support, resolving workarounds and fixes that do not require code level changes.
    • Handling more complex configuration issues.
    • Managing system updates and patches (when applicable).
    • Logging and tracking of incidents that require escalation to L3.
    • Escalation to Level 3 support for code-related issues.
  • Expected Response Times: Within 48 hours of receiving the query.

1.3. Level 3 (L3) Support: Provided by Autom Mate:

  • Responsibilities:
    • Code level changes and issue resolution.
    • Handling requests for information / enhancements (RFI) and requests for changes (RFC).
    • Overseeing major software updates and architecture changes.
    • Providing detailed technical documentation and guidance for complex issues resolved.
  • Target Response Times: Within 48 hours of escalation from L2.

2. Communication Channels

2.1. Support requests are preferably initiated using the Autom Mate support portal. Alternative channel is email – where a delayed response should be expected.

2.2. Regular updates will be provided when using the Autom Mate support portal as communication channel. Expect delayed updates when using alternative support communication channels like email or direct messaging.

3. Customer Support Availability

3.1. The customer support team is available to assist during standard business hours, which are Monday to Friday, 9:00 AM to 6:00 PM (GMT+3 time zone).

For convenience purposes, 24/7 access to the Autom Mate Self Service portal is offered, where it is possible to create and submit support requests at any time. The support team will promptly address these requests during business hours.

Please note, additional charges apply for support provided outside of office hours and based on availability:

  • Monday – Friday, 6:00 PM to 9:00 AM: hourly rate x 1.5
  • Saturday – Sunday: hourly rate x 2
  • Public holidays: hourly rate x 3

4. Support Coverage & SLA

4.1. L3 Support covers all software-related issues where the software is not functioning as documented (often referred to as ‘software bug’).

4.2. L3 Support does not cover hardware issues or third-party software not included in the Auto Mate solution.

4.3. Uptime: Autom Mate guarantees that its cloud services will be available 99.9% of the time during each calendar month. Certain situations are excluded from uptime calculations, such as:

  • Scheduled maintenance (with prior notice)
  • Downtime caused by factors outside Autom Mate’s reasonable control (e.g. force majeure events, third-party service failures, internet outages)
  • Downtime caused by customer’s actions such as misconfigurations, misuse or violations of the terms of service

4.4. In the event that Autom Mate fails to achieve the uptime as specified in this Agreement, customers shall be eligible to receive a service credit. The maximum service credit available to a customer shall not exceed five percent (5%) of the applicable monthly service fee for the affected month. To receive a service credit, customers must submit a written claim to [email protected] within ten (10) days following the end of the month in which the uptime failure occurred.

  • Claims submitted after the ten (10) day period will not be eligible for service credits.
  • Service credits are non-transferable and may only be applied toward future monthly service fees.
  • Service credits are the sole and exclusive remedy for any failure to meet the uptime.
  • Autom Mate reserves the right to verify the validity of all claims and may request additional information to substantiate the claim.

4.5. Autom Mate offers different response times based on the impact/priority of the issue and the customer’s support plan. For highest impact/priority issues, response times can be as short as 60 minutes.

4.6. While Autom Mate focuses on quick response, the actual time to resolve an issue may vary depending on complexity. Autom Mate emphasizes a commitment to providing ongoing updates and maintaining the platform’s stability.

5. Software Bug Fixing & Version Support

5.1. Sustained engineering support will be provided for the latest major edition and one preceding major edition. Following this period, customers are expected to upgrade to the most recent edition. No new enhancements will be offered for editions older than the latest major edition; only software bug fixes and security patches will be provided.

5.2. Autom Mate addresses software bugs through regular updates, workarounds, patches and hotfixes. The platform is designed to maintain operational efficiency, with an emphasis on rapid resolution for critical issues.

6. Customer & Partner Responsibilities

6.1. Customers and/or Partners must provide detailed information on issues encountered, including steps to reproduce, screenshots, and relevant logs.

6.2. Customers and/or Partners must utilize the support system responsibly and adhere to the guidelines provided.

7. Partner Responsibilities

7.1. To respond promptly and courteously to all user queries.

7.2. To maintain confidentiality and security of user data.

8. General Terms

8.1. The support provided by Autom Mate is subject to the terms and conditions of the Autom Mate EULA agreement published at  https://www.autommate.com/eula/.

8.2. These Support Terms may be updated periodically, with changes communicated to all relevant parties and published on the Autom Mate website.

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