Technical support
guidelines

Last update: 19 May 2020

1. Introduction

The following technical support services guidelines (“Guidelines”) apply to support services for the Playengo terms of service or any specific Playengo agreement entered into by and between Awesome Gapps and Customer (as may be applicable, the “Agreement”). Playengo Technical Support Services are collectively referred to in these Guidelines as “Playengo Services.” Capitalized terms not defined herein have the meaning set forth in the Agreement.

2. Support Request Submission

• (a) General. Customer may submit Requests by email to support@playengo.com, or through the Playengo support portal when available.
• (b) Customer Efforts to Fix Errors. Prior to making a Request to Awesome Gapps, Customer will use reasonable efforts to fix any error, bug, malfunction, player hardware or operating system issue, or network connectivity defect without escalation to Awesome Gapps. Thereafter, a Customer Contact may submit a written request for technical support through the Playengo support portal when provided by Awesome Gapps, or by email.
• (c) Characterization of Requests. Customers designate priority upon submission of Requests. Upon receiving a request from Customer Contact, Awesome Gapps will determine whether the request is a “Service Unusable,” “Standard Request” or a “Feature Request” (as defined in Section 8). Any such determination made by Awesome Gapps is final and binding on Customer. Awesome Gapps reserves the right to change Customer’s Priority designation if Awesome Gapps believes that Customer’s designation is incorrect and will inform Customer of any such change in its response to the support Request. Customer may appeal any such reclassification to Awesome Gapps’s Support management for review through any available support channel.
• (d) Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Customer’s network; (ii) providing relevant data; and (iii) communicating further via email or phone to answer questions and assist Playengo Support Personnel as appropriate.
• (e) Request Acknowledgement. Awesome Gapps may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Awesome Gapps may be unable to provide answers to, or resolve all, Requests.
• (f) Feature Requests. If Awesome Gapps deems a Request as a Feature Request, Awesome Gapps will redirect the customer to log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Awesome Gapps is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.

3. Accessing Support

• (a) Playengo Help Center. Customer’s End Users of the Playengo Services are provided support solely through the Playengo Help Center, which is accessible at such URL as Awesome Gapps may provide. Customer is responsible for responding to any questions and complaints by End Users or other third parties relating to Customer’s or its End Users’ use of the Services, with such support services to be provided at Customer’s own expense.
• (b) Support Hours and Target Initial Response Times. Awesome Gapps will provide access to Playengo Help Center for customers on a 24 x 7 basis for Self Service help. Awesome Gapps will provide support through email. P1 Priority support Requests are responded to with a target initial response time of six hours. P2 Priority support Requests are responded to with a target initial response time of 1 business day or less.P3 Priority support Requests are responded to with a target initial response time of 2 business day or less.
• (c) Playengo support operating hours are from 09:00 CEST to 18:00 CEST from Monday to Friday. Customer verification for Resellers may be Required to Access Support. Resellers who perform support actions on behalf of Customers may be required to prove that they can perform such action by any mean required by Awesome Gapps Support.

4. Standard Support

All Customers will receive Standard Support which includes the following:

• Automatic product upgrades of the Services
• Maintenance updates of the Services
• Online self help and training for End Users and Administrators designed to assist Customers with implementation and use of the Services
• Access to support by Playengo Help Center or support portal when available.

5. General Provisions

• (a) Updates to Guidelines. Awesome Gapps may update these Guidelines from time to time but any update will not have a material adverse effect on Customer.
• (b) Maintenance. To ensure optimal performance of the Services, Awesome Gapps performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Awesome Gapps expects planned Maintenance to negatively affect the availability or functionality of the Services, Awesome Gapps will use commercially reasonable efforts to provide at least seven days advance notice of the Maintenance. In addition, Awesome Gapps may perform emergency unscheduled Maintenance at any time. If Awesome Gapps expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Awesome Gapps will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided to Customers via email.
• (c) Language. The parties agree that all support provided by Awesome Gapps Support Personnel pursuant to these Guidelines will be provided in English or French language.
• (d) Term of Support. Awesome Gapps will only provide the support services described in these Guidelines during the term of the Agreement and will have no obligation to provide any support services to Customer after the expiration or termination of such Agreement.
• (e) Third-party support. In the event of problems or errors attributable to the services provided by Google or other third-party on which the Services are based, Awesome Gapps undertakes to launch diagnostic activities with impacted provider.

6. Glossary of Definitions

For the purpose of these Guidelines, the capitalized terms below will have the following meanings:

• “Customer Contacts” means Administrators (up to 5 per Playengo domain) which have been designated by Customer at the time of the activation of the Playengo domain, or from time to time by written notification from Customer to Awesome Gapps.
• “Feature Request” means a Request by a Customer Contact to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.
• “Playengo Support Personnel” mean the Awesome Gapps representatives responsible for handling technical Playengo support requests.
• “Maintenance” means maintenance work that is performed on hardware or software delivering the Services.
• “Priority” means the level of impact a Request is having on Customer’s operations and is used to establish target response times. P1 for Urgent, P2 for High, P3 for Normal.
• “Request” means a request from Customer to Playengo Support Personnel for technical support to resolve a question or problem report regarding the Services.
• “Service Unusable” means a production issue that prevents a significant number of Customer’s End Users from access to, or use of, the Services. Customer must identify a Request as Service Unusable by designating it as a P1 Priority support Request.
• “Standard Request” means a Request made by Customer to Awesome Gapps that is not a Service Unusable Request or Feature Request.