Effective date: April 11, 2018

This support policy ("Support Policy") accompanies the Terms of Use, available at https://2.fotaflo.com/terms-of-use or a successor URL (the "Terms of Use") entered into between You and Fotaflo. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Terms of Use.

Fotaflo offers support services for the Services ("Support") in accordance with the following terms:

A. Support Hours. Support is provided 7 days a week, 8:30am - 10pm EST. Support is provided via live chat, support@fotaflo.com and by phone at 1-855-368-2123 ext. 11.

B. Incident Submission and Customer Cooperation. You may report errors or abnormal behaviour of the Service ("Incidents") by contacting Fotaflo in the Services via the Intercom Messenger or via email at support@fotaflo.com. You will provide information and cooperation to Fotaflo as reasonably required for Fotaflo to provide Support. This includes, without limitation, providing the following information to Fotaflo 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. Fotaflo'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. Fotaflo will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by You in a manner not authorized in the Terms of Use or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Fotaflo's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.