Technical Support Policy

1. Scope

 

The following describes the technical support services (“Technical Support”) that Robobai will provide to the Subscriber.The purpose of Technical Support is to address issues with the Platform that prevent it from performing in substantial conformance with the applicable Documentation. A resolution to such an issue may consist of a fix, workaround or other relief reasonably determined by Robobai.

 

2. Availability

 

Subscriber can submit a Support Request, and Technical Support will be provided, from Monday to Friday 10am to 10pm AEST excluding gazetted public holidays.

 

3. Support Requests

 

A Support Request may be submitted via the below email addresses:

support@robobai.com

When making a Support Request the User must provide accurate information to assist Robobai to resolve the request, including but not limited to:

  • details of the issue;

  • all relevant messages;

  • the circumstances in which the issue arose; and

  • further information relating to the issue as may be reasonably required to solve the Support request.

 

4. Severity Table

 

Each Support Request will be categorised by Robobai into one of the following Severity Levels and addressed in accordance with the target times:

 

Severity

Definition

Example

Target time

1

Critical Business Impact

A service is unavailable.

24 Hours

2

Moderate Business Impact

A service is significantly impaired.

One or more core functions of a service are unavailable.

2 Business Days

3

Minimal Business Impact

An incident is causing minimal impact or has created a risk to a service.

5 Business Days

4

Maintenance Activities or Updates

All other items.

A chance to the platform that is planned by RobobAI, such as a requested additional feature or new UX/UI update.

RobobAI has sole discretion regarding items to be included in an update or release.

Next scheduled update/release

 

5. Exclusions

 

Robobai is not required to provide resolutions for immaterial issues.

Technical Support does not include professional services for implementation, configuration, integration or customisation of the Platform or custom software development, training or assistance with administrative functions.

Refer to Service Levels Policy here

 

TSP v04 13.03.2023