This Support & Service Levels Policy is incorporated into the Quissly Terms of Service. Capitalized terms have the meaning given there. This Policy describes how Quissly handles technical issues in the Services. It applies to paid subscriptions and production use of generally available features; free plans and beta features are excluded.
1. Support Channel and Hours
Support requests must be submitted to support@quissly.com or through the ticket management interface in the Admin Panel (or another channel designated in an Order Form). Support is provided in English. For P1 issues, response commitments apply twenty-four hours a day, seven days a week. For all other severities, time periods are measured in Business Days, meaning Monday through Friday, excluding United States federal holidays.
2. Severity Classification
| Severity | Definition |
|---|---|
| P1 - Critical | The Service is entirely unavailable, or its core functionality is not working for all End Users. |
| P2 - High | Core functionality is materially impaired and no workaround exists. |
| P3 - Medium | A particular function is malfunctioning, but a workaround exists or core functionality is not impeded. |
| P4 - Low | Minor or cosmetic issue with no material impact on use of the Service. |
Quissly assigns the severity level, taking into account the information provided by Customer.
3. Response and Resolution
| Severity | Response time (firm) | Target resolution time |
|---|---|---|
| P1 | 4 hours (24x7) | 24 hours, with continuous effort |
| P2 | 1 business day | 3 business days |
| P3 | 2 business days | 10 business days |
| P4 | 5 business days | Next scheduled release |
"Response" means acknowledging the report and beginning diagnosis. Response times are firm commitments; resolution times are good-faith targets, not warranties. Resolution may take the form of a fix, a workaround, or a configuration change that restores materially normal operation.
4. Clock Start
Time periods begin when Customer reports the issue through the designated support channel with information sufficient to identify and reproduce it (affected Service and Property, description, steps to reproduce or examples, time of occurrence, and any error output). Quissly may request additional information; time reasonably spent awaiting information necessary for diagnosis is excluded from the measured periods.
5. Extension Mechanism
If, for objective technical reasons, an issue cannot be resolved within the target resolution time, Quissly will notify Customer before the target expires and agree an updated timeline in writing (email suffices). Compliance with this mechanism constitutes compliance with this Policy.
6. Exclusions
The commitments in this Policy do not apply to issues caused by: (a) Customer's or a third party's acts or omissions, including modifications to the integration not made by Quissly; (b) Customer's infrastructure, Properties, or third-party services; (c) misuse of the Services or use contrary to the Documentation; (d) force majeure; or (e) planned maintenance notified at least forty-eight (48) hours in advance, or on shorter notice where urgent security maintenance is required.
7. Availability
Unless an Order Form expressly incorporates the Enterprise Availability Service Level in Section 8 or another availability commitment, no uptime or availability level is guaranteed, and the Services are provided as described in the Terms of Service, including its warranty disclaimers and limitations of liability. This Policy states Quissly's sole obligations, and Customer's sole remedies, with respect to defects, support, and availability.
8. Enterprise Availability Service Level
This Section applies only where an Order Form expressly incorporates it.
8.1. Commitment. Quissly will maintain a Monthly Uptime Percentage of at least 99.9% for each covered Service. "Monthly Uptime Percentage" means 100% minus the percentage of minutes in the calendar month during which the covered Service was Unavailable. "Unavailable" means the Service's core functionality is not operational for Customer's production deployment, as measured by Quissly's monitoring systems.
8.2. Service credits. If the Monthly Uptime Percentage for a covered Service falls below the commitment in a calendar month, Customer is entitled to a credit against the monthly fee for that Service for that month: below 99.9%, a 5% credit; below 99.0%, a 10% credit; below 95.0%, a 20% credit.
8.3. Claims. To receive a credit, Customer must submit a claim to support@quissly.com within thirty (30) days after the end of the relevant month, with reasonable detail of the incident(s). Valid credits are applied against future invoices or charges. Service credits are Customer's sole and exclusive remedy for any failure to meet the availability commitment, and aggregate credits for a month will not exceed 20% of the monthly fee for the affected Service.
8.4. Exclusions. The availability commitment does not apply to Unavailability caused by: planned maintenance notified in accordance with Section 6; suspension permitted under the Terms of Service; Customer's or a third party's acts, omissions, infrastructure, or services; force majeure; or free plans and beta features.
9. Changes
This Policy is versioned and updated in accordance with the change-control terms of the Terms of Service. Prior versions remain available in the legal archive.
Questions: support@quissly.com