Technical Support Service Guidelines

Last modified : July 01, 2024

Version : 2.0

These Technical Support Services Guidelines ("TSS Guidelines") apply to support services for the following Services:

Woosmap Platform: (https://developers.woosmap.com/)

1. Support Request Submission

1.1. Customer Efforts to Fix Issues

Prior to making a Request, Customer will use reasonable efforts to resolve any error, bug, malfunction or network connectivity defect without escalation to Woosmap.

Thereafter, a Designated Contact may submit a written request for technical support services through the Support Site.

1.2. Characterization of Requests

Customers determine issue Priority upon Request submission.

Upon receiving a Request from a Designated Contact, Woosmap will confirm whether the Request is a "Service Unusable," "Standard Request" or a "Feature Request".

Any such determination made by Woosmap is final and binding on Customer. Woosmap reserves the right to change Customer's Priority designation, if Woosmap believes that Customer's Priority designation is incorrect, and will inform Customer of any such change.

Customer may appeal any such reclassification to Woosmap's Support Personnel.

1.3. Procedures for Acknowledgement and Request Resolution

When making a Request, Designated Contacts will provide requested diagnostic information including, but not limited to:

Woosmap product identifiers such as: Woosmap Organization name, Woosmap Organization ID, Woosmap Project number, Woosmap Project ID;
description of the issue, including any error messages;
description of Customer’s efforts to resolve the issue (see Section 1.1);
Customer's software version, serial, and/or order numbers, when available;
Customer’s machine, network, and/or hardware specifications and configuration, when relevant.

Designated Contacts commit to further communication via email or telephone to answer questions and assist Woosmap Support Personnel as needed. If Designated Contacts do not provide communication in the following twenty-four (24) Hours of Operations, the Request will be considered resolved.

1.4. Request Acknowledgement

An automatic acknowledgement of receipt is sent by Woosmap by email to the Contact who opened the request.

Woosmap may respond to a Request by acknowledging the Request’s receipt. Customer agrees that Woosmap may be unable to provide answers to, or resolve, all Requests.

1.5. Feature Request

If Woosmap deems a Request to be a Feature Request, Woosmap will log such Request for consideration and will consider the Request resolved.

Woosmap is under no obligation to respond to or enact any Feature Request or to include any such Feature Request in any future update or release.

1.6. Unsupported Implementations

Woosmap reserves the sole right to determine whether to provide support for Requests regarding implementations that do not adhere to the documented and supported Service configurations.

1.7. Errors in Woosmap Data

Woosmap will use commercially reasonable efforts to update its Woosmap Data as requested by Customers.

1.8. Supported Versions

Unless otherwise specified in writing by Woosmap, Woosmap will support the current version and one immediately previous version of the Services, when the services are versioned.

1.9. Support for Pre-Release Versions

Although Woosmap has no obligation to provide support for Early Access versions, features, or functionality of the Services, we will consider Requests at these development stages on a case-by-case basis.

2. Accessing Support

2.1. Accessing Woosmap Support

Requests must be submitted to Woosmap via the Support Site.

2.2. Designated Support Contacts

Woosmap will provide support only to Designated Contacts having an account in the Woosmap Console.

2.3. Support Hours

Woosmap will process Requests during the Hours of Operation, unless otherwise indicated here. Any Requests received outside of the Hours of Operation will be logged and processed during the following Hours of Operations.

Hours of Operation are subject to change by Woosmap.

2.4. Target Initial Response Times

Woosmap will make commercially reasonable efforts to respond to Requests during the Hours of Operation according to the following priorities and associated response times: :

(a) (P1) - 4 hours;

(b) (P2) - 16 hours;

3. General Provisions

3.1. Maintenance

If Woosmap expects planned Maintenance to negatively affect Services availability or functionality, Woosmap will use commercially reasonable efforts to provide advanced notice of the Maintenance.

In addition, Woosmap may perform emergency unscheduled Maintenance at any time. If Woosmap expects such emergency unscheduled Maintenance to negatively affect the technical support services availability or functionality, Woosmap will use commercially reasonable efforts to provide advance notice of such Maintenance.

Maintenance notices will be provided via an email sent to the Woosmap Organizations Owners.

3.2. Language Support Generally

The parties agree that all support provided by Woosmap pursuant to this TSS Guidelines will be provided in the English or French languages.

3.3. Compliance with Agreement

Woosmap will provide technical support for use of the Services compliant under the governing Agreement. Woosmap will not be obligated to provide technical support for non-compliant use of the Services.

4. 24/7 Support

4.1. 24/7 Support guidelines

Unless otherwise specified in writing by Woosmap, the above instructions apply to 24/7 support.

4.2. Request Acknowledgement

An automatic acknowledgement of receipt is sent by Woosmap by email to the Contact who opened the request.

Woosmap will call the designated contact within 2 hours of the time the request is sent to ensure that Woosmap receives the request and initiates diagnostic, resolution or bypass actions.

4.3. Support Hours

Woosmap will process requests received outside the Hours of Operations.

4.4 Target Initial Response Times

Woosmap will make commercially reasonable efforts to respond to Requests outside the Hours of Operation:

(a) (P1) - 4 hours;

(b) (P2) - Not applicable;

4.5. Resolution Report

After the request has been resolved, Woosmap sends a report containing the following information to the Contact who opened the request:

date / time of opening of the request
date / time of the acknowledgement of receipt (telephone call)
validation of the "P1" priority
description of the malfunction found
summary of causes
summary of the bypass solution (if available) / resolution solution
date / time of resolution of the request

4.6. Accessibility

24/7 support is available to Customers who have subscribed to this option with Woosmap.

5. Definitions

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

"Designated Contacts" means administrators or technical employees designated by Customer who are allowed to contact Woosmap for technical support services. These contacts are designated by the Customer when ordering Woosmap from Woosmap.

"Feature Request" means a Request to incorporate a new feature or enhance an existing feature of the Services that is currently not available.

"Woosmap Support Personnel" means the Woosmap representatives responsible for handling technical support requests.

"Hours of Operation" are the hours between 09:00 (Paris Time Zone) and 18:00 (Paris Time Zone), on Monday, Tuesday, Wednesday, Thursday and Friday excluding regional public holidays in France.

"Maintenance" means maintenance work that is performed on hardware, software or other technical infrastructure delivering the Products and Services.

"Priority" means the level of impact a Request is having on Customer’s operations and is used to establish target response times.

"P1" means Service Unusable in Production / Service Use Severely Impaired. Critical service issue affecting all users. Service unavailable or unusable, or Service does not work as expected, with no feasible workaround.

"P2" means Service Use Partially Impaired / Service Fully Usable. Service does not work as expected or does not work as desired, but functions. A workaround is available.

"Request" means a request from a Designated Contact to Woosmap Support Personnel for technical support to address a question or problem regarding the Services.

"Service Unusable" is any situation where Customer, adhering to published technical guidelines for and documented correct usage of the Products and Services, is unable to access or use the Products and Services for the majority of its end users for a period of time greater than fifteen (15) minutes.

"Standard Request" means a Request made by Customer to Woosmap that is not a Service Unusable Request or Feature Request.

"Support Site" means the Support Portal listed at https://developers.woosmap.com/support/contact/ (or such other URL that may be provided by Woosmap).

“Woosmap Console” means the Woosmap web space (console.woosmap.com), accessible only to the client holder, upon entering its username and password, enabling it to generate API keys for its websites and mobile apps and track the services within the limits of the proposed features.

“Woosmap Organization” refers to the Client as named in the Woosmap Console.

"Woosmap Data" refers to the information contained in the Woosmap database from different geographic data providers and returned when using the Services.