Service Support will be provided to the Client at no additional charge. Authorised Users can submit a question by emailing firstname.lastname@example.org or by telephoning +44 (0) 207 183 0964. Authorised Users will be asked to provide their company name and contact information, and each case will be assigned a unique case number. The Good Growth Limited Support Team will use commercially reasonable efforts promptly to respond to each case within no later than 1 business day, unless specifically agreed otherwise, and will use commercially reasonable efforts promptly to resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in the Good Growth Limited Support Team’s reasonable determination.
Telephone Support is available on Business Days, as follows:
By calling +44 (0) 207 183 0964
Between the hours of 09:00 and 17:00GMT
Logging a case
Authorised Users may log a case as follows:
Telephone the Good Growth Limited Support Team as described above; or
email case details to email@example.com
The Good Growth Limited Support Team must be able to reproduce errors in order to resolve them. The Client agrees to cooperate and work closely with the Good Growth Limited Support Team to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably required and appropriate. Authorised Users may also be asked to provide access to their account and/or computer for troubleshooting purposes.
Good Growth Limited Standard Support does not include any of the following:
Assistance with non-Services products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems;
Assistance with installation or configuration of hardware, including computers, hard drives, networks or printers.
Changes to Standard Support
Good Growth Limited may change the Standard Support offered from time to time in its sole discretion but shall not provide the Standard Support at a level materially lower than that offered to the Client as of the Effective Date.