Product Support Service Agreement

Scope of Services: Contently Product support team will provide support services to users associated with an active publication.

Support Availability: Support services will be available during regular business hours, Monday through Friday, excluding holidays.

Types of Support: Contently Product support team will provide support via email or the in-platform support widget. 

First Response Time: Contently Product support team commits to providing a first response to any technical support request within two (2) business days.

Issue Resolution: Contently Product support team will use commercially reasonable efforts to resolve customer support requests promptly and keep the customer informed of the progress towards resolution.

Limitations of Service: Contently Product support team is not responsible for issues arising from the customer’s use of third-party software, hardware, or services.

Contently Product Support:

The Contently Product Support team will provide support services to all users associated with an active publication. These support services will be available via email or our in-platform widget during regular business hours, Monday through Friday, excluding holidays.

Product Support Process:

Contently’s Product Support team will respond to support requests from users associated with active publications within two business days.

In that first response, the product support team will either provide one or all of the following:

• Resolution to the issue reported.

• Request additional information.

• Move the support request to an escalation.

If a support request requires an escalation, our product support team will need an additional business day to triage, which entails gathering information and running through standardized troubleshooting processes.

During this escalation period, the Product support team will provide an update notifying the affected user and the account manager associated with the publication.

At the end of this escalation process, the Product support team will connect with the Engineering team the following week if it does not yield a resolution. 

Connecting with the Engineering team:

The Product Support team will share the gathered information of a support request with the Engineering team to review. 

Once a support request ticket has been reviewed, the Product support team will share a forecast of when the Engineering team will begin work with the support requester and the associated account manager.

The forecast will be based on the priority of the support request from an Engineering and Product viewpoint.