Ploy Support is intended to make our Customers’ use of our software products (the “Software”) successful by assisting with troubleshooting and helping to resolve specific issues resulting from the use of Ploy products on supported platforms. Customers may be required to perform reasonable troubleshooting tasks as recommended by Ploy.
Standard support will include:
Product updates and upgrades (if and when available)
Email and phone support for installation and general use questions
Unlimited access to technical documents
A dedicated Customer Support Representative
Response times
Severity Level | Description | Response time |
Level 1 | A down situation where core components of the Software are non-operational and there is no known work-around. | Up to 6 hours during hours of operation |
Level 2 | A major component of the Software is not functioning and no workaround is available, but the Software still supports core functionality. | Up to 8 hours during hours of operation |
Level 3 | A minor component of the Software is not functioning and any other case where a Software feature is not operating as documented. | Up to 24 hours during hours of operation |
To qualify for the above response times, customers are required to cooperate with the Ploy Customer Support team in providing reproducible results for errors reported.
Resolution times
Severity Level | Description | Resolution time |
Level 1 - Critical | Major outage, full data loss, core service down | Within 4 hours |
Level 2 - High | Key feature broken, security issue with workaround | Within 1 business day |
Level 3 - Medium | Minor bug, degraded performance | Within 3 business day |
Level 4 - Low | Cosmetic issues, general questions | Within 5 business day |
Ploy will make commercially reasonable efforts to resolve each issue within the timeframes set out above, depending on its priority level. Resolution may include a permanent fix, a temporary workaround, or a clear action plan communicated to the Customer. Resolution times are measured from the time an issue is first acknowledged by Ploy, during business hours, unless otherwise agreed.
In cases where resolution is delayed due to factors outside of Ploy’s control (e.g., third-party dependencies), we will keep the Customer informed with regular updates.
Hours of operation:
UK: Monday - Friday, 9:00-17:00 GMT excluding bank holidays.
Uptime:
Ploy will use commercially reasonable efforts to make the Software available with a Monthly Uptime Percentage of at least 99.9% as measured by Ploy over each calendar quarter of the Term. The Software is considered available if the customer is able to login and initiate a search using the Software.
If Ploy fails to achieve the above commitment for the Software, a customer may claim a credit as provided below, up to a maximum credit per calendar quarter equal to one month's Software subscription fees.
% Availability per quarter | Credit |
>99.9 | No credit |
99.0-99.9 | 8 Hours |
95.0-99.0 | 1 day |
0-95.0 | 1 month |
Exclusions:
A Customer will not be entitled to a service credit if it is in breach of its Terms of Service with Ploy, including payment obligations. The Ploy Service Principles do not apply to the Software that results from:
Account suspension or termination due to Customer's breach of the Terms of Service.
Routine scheduled maintenance
Unscheduled, emergency maintenance or an emergency caused by factors outside Ploy's reasonable control, including force majeure events such as acts of God, acts of government, flood, fire, earthquake, civil unrest, acts of terror, Customer Content, Third Party Content or Internet Service Provider failures or delays.
A Customer's equipment, software or other technology, or third-party equipment, software or technology the Customer is relying on
General Support Information:
Support for the Software is available via a variety of contact methods including: email and phone during scheduled support hours, for current Software versions and during the support term purchased by a customer. Providing technical support does not imply that Ploy will make changes to the Software.
The following items are NOT supported:
Operating systems and third-party applications
Alterations or revisions to the Software made by the customer or third parties
Use of the Software in a manner other than as authorized in the applicable license agreement
Use of any Software that has been announced as End of Life
Continued support for issues which Ploy has provided corrections not implemented by the customer or data requested from the customer but not provided
Free Ploy software products and tools
Any migration services