Support Policy

1. SUPPORT LANGUAGES
Buildworks Support provides support in English language. 

2. CONTACTING SUPPORT
Subscriber can create a ticket on Buildworks Support website available at https://support.build.works/, or directly in the Service.

3. RESPONSE LEVELS
Buildworks responds to submitted support ticket (also referred to as “case”, “incident”, or “issue”) as described in the table below.

PRIORITY

DEFINITION

RESPONSE LEVEL

Urgent

​A ticket should be categorized with the priority "urgent" if the problem has very serious consequences for normal business processes or IT processes related to core business processes. Urgent work cannot be performed.

This is generally caused by the following circumstances:

  • A productive service is completely down.

  • Subscriber's core business processes are seriously affected.

A workaround is not available for each circumstance. The ticket requires immediate processing because the malfunction may cause serious losses.

Initial Response: Within one hour of ticket submission.

 

Ongoing Communication: Unless otherwise communicated by Buildworks Support, once every hour.


Resolution Target: Buildworks to provide for tickets either a (i) resolution, or (ii) workaround or (iii) action plan within four hours.

High

A ticket should be categorized with the priority "high" if normal business processes are seriously affected. Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the Service that is required immediately. The ticket is to be processed as quickly as possible because a continuing malfunction can seriously disrupt the entire productive business flow.

Initial Response: Within four hours of ticket submission.


Ongoing Communication: Unless otherwise communicated by Buildworks Support, once every six hours.


Resolution Target: Buildworks to provide for tickets either a (i) resolution, or (ii) workaround or (iii) action plan within three business days.

Normal

A ticket should be categorized with the priority "normal" if normal business processes are affected. The problem is caused by incorrect or inoperable functions in the Service.

Initial Response: Within one business day of ticket submission.

 

Ongoing Communication: Unless otherwise communicated by Buildworks Support, once every three business days for Non-Defect Issues and ten business days for product defect issues.

Low

A ticket should be categorized with the priority "low" if the problem has little or no effect on normal business processes. The problem is caused by incorrect or inoperable functions in the Service that are not required daily, or are rarely used.

Initial Response: Within two business days of ticket submission. 

 

Ongoing Communication: Unless otherwise communicated by Buildworks Support, once every week.

The following types of tickets are excluded from response levels as described above: 

  • tickets regarding a release, version and/or functionalities of Buildworks Services developed specifically for Subscriber; 

  • the root cause behind the ticket is not a malfunction, but missing functionality (“development request”) or 

  • the ticket is ascribed to a consulting request (“how-to”).

4. SUBSCRIBER’S RESPONSIBILITIES
4.1 Subsriber Contact. In order to receive support hereunder, Subsriber will designate at least two and up to five qualified English speaking contact persons who are authorized to contact or access Buildworks Support. The User Contact is responsible for managing all business-related tasks of the Service related to Subscriber’s business, such as:

  • Support other end users of Subscriber's Account. This includes searching for known solutions in available documentation and liaising with Buildworks Support in the event of new problems;

  • Distribution of business tasks across end users of Subscriber's Account (if available);

  • Manage and monitor connections to Subscriber’s third-party systems (if available);

  • Support the adoption of the Service.

4.2 Contact Details. Subscriber will provide contact details (e-mail address and telephone number) through which Subcriber can be contacted at any time. Only authorized Users of Subscriber may contact Buildworks’ support organization.


4.3 Cooperation. To receive support, Subscriber will reasonably cooperate with Buildworks to resolve support tickets, and will have adequate technical expertise and knowledge of its configuration of the Service to provide relevant information to enable Buildworks to reproduce, troubleshoot and resolve the experienced error such as e.g. reference ID, issue examples, screenshots.