Insight Cloud Support Terms

Seek Technical Support Services Guidelines

The provision of technical support services by Seek to Customer relating to the Insight Cloud Services is subject to these Seek Technical Support Services Guidelines. All capitalized terms used herein that are not defined in these Seek Technical Support Services Guidelines shall have the respective meanings given to them in the Agreement. Notwithstanding anything to the contrary in the Agreement, in the event of any conflict between the Agreement and these Seek Technical Support Services Guidelines, these Seek Technical Support Services Guidelines shall govern.

These Seek Technical Support Services Guidelines may be updated by Seek from time to time upon written notice, which may be provided through the Admin Console or by posting an updated version of these Seek Technical Support Services Guidelines to https://seekinsights.com/terms/ or its successor site(s).

1. Obtaining Support

1.1 Customer Eligibility. All Customers of the Insight Cloud Services are eligible for technical support services as outlined herein.
 

1.2 Customer Efforts to Fix Errors; Support Request Submission. Before making a Request to Seek, Customer will use reasonable efforts to fix any error, bug, malfunction, or network connectivity defect without escalation to Seek. Customer may submit a Request through the Admin Console Help if such reasonable efforts do not fix such error, bug, malfunction, or network connectivity defect.


1.3 Priority Designations.
Customer will designate a priority on its submission of Requests. Seek will review Customer’s priority designation and may change Customer’s priority designation in its sole discretion if Seek believes it is incorrect. Seek will inform Customer of such change in its response to the support Request. Any priority designation assigned by Seek is final and binding on Customer.


1.4 Procedures for Acknowledgement and Resolution of Requests.
When making a Request, Customer will provide all requested diagnostic information and assist Seek Support Personnel as may be required to resolve a Request.


1.5 Request Acknowledgement.
Seek may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Seek may be unable to provide answers to, or resolve all, Requests.


1.6 Feature Requests.
If Seek deems a Request to be a Feature Request, Seek will log the Request for consideration to add to a future update or release of the Insight Cloud Services and will consider the matter closed. Seek has no obligation to respond to or resolve any Feature Request or to include any Feature Request in any future update or release of the Insight Cloud Services.


1.7 Building Applications.
Seek has no obligation to write or build any Applications or write code to facilitate the access to or use of the Insight Cloud Services by any Applications.


1.8 Early Access, Alpha, and Beta
. Seek has no obligation to provide technical support services for Early Access, Alpha, or Beta versions, features, or functionality of the Insight Cloud Services, However, Seek will consider Requests at such development stages on a case-by-case basis.


2. Accessing Support

2.1 Support Hours and Target Initial Response Times. Seek will process Requests during the Hours of Operation, unless otherwise indicated in these Seek Technical Support Services Guidelines. Any Requests received outside the Hours of Operation will be logged and processed during the next Business Day. Initial response times are on “best effort” basis.


3. General Provisions

3.1 Uptime. Seek shall ensure that the Insight Cloud Services will be available excluding Maintenance, emergency unscheduled Maintenance, or Force Majeure event, 99.5% of the time in any one calendar month (first day to last day) (“the Service Level”). Seek will report the Service Level to Customer upon request. 


3.2 Maintenance.
To ensure optimal performance of the Insight Cloud Services, Seek performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Insight Cloud Services. If Seek expects planned Maintenance to negatively affect the availability or functionality of the Insight Cloud Services, Seek will use commercially reasonable efforts to provide at least 7 days’ advance written notice of the Maintenance. In addition, Seek may perform emergency unscheduled Maintenance at any time. If Seek expects emergency unscheduled Maintenance to negatively affect the availability or functionality of the Insight Cloud Services, Seek will use commercially reasonable efforts to provide advance written notice of such Maintenance. Seek may provide any notice to Customer under this Section: (a) by sending an email to the Notification Email Address, or (b) through the Admin Console.


3.3 Language Support Generally.
Seek will provide all support under these Seek Technical Support Services Guidelines in the English language.


3.4 Support Data Processing Activities.
Seek collects and processes Support Data for the purpose of providing technical support services under these Seek Technical Support Services Guidelines and maintaining the Insight Cloud Services. For more information, see the Seek Privacy Policy at https://seekinsights/privacy/.


4. Definitions


4.1 “Business Day”
means any day during the Hours of Operation.


4.3 “Feature Request”
means a Request to incorporate a new feature or enhance an existing feature of the Insight Cloud Services that is currently not available as part of the existing Insight Cloud Services.


4.4 “Seek Support Personnel”
means the Seek representatives responsible for handling Requests.


4.5 “Hours of Operation”
means 09:00 to 17:30 Monday through Friday, Eastern Time Zone, except for holidays documented.


4.6 “Maintenance”
means maintenance work that is performed on hardware or software delivering the Insight Cloud Services.


4.7 “Notification Email Address”
means the email address(es) designated by Customer in the Admin Console to receive certain notifications from Seek.


4.8 “Request”
means a request from a Customer to Seek Support Personnel for technical support regarding the Insight Cloud Services.


4.9 “Support Data”
means Account details and the information that Customer provides to Seek for the purpose of obtaining technical support services under these Seek Technical Support Services Guidelines, including requests for support and the details provided to Seek about the specific support issue(s).