ChilliPharm Support Policy
Revision date: 30th March 2020 (Version 1)
This Support Policy forms part of the Agreement between ChilliBean Limited, a company registered in England and Wales with company number 04775994, with a registered office at 14 Livonia Street, London, W1F 8AG, UK (ChilliBean) and the entity executing the Agreement (Client).
1.1 Words and expressions defined in the Agreement shall have the same meaning in this Support Policy and the following words and expressions shall have the following respective meanings:
Business Day: a day other than a Saturday, Sunday or public holiday in England when banks in London are open for over-the-counter business.
Set-up Services: ChilliBean’s standard process for on-boarding Clients.
Submission: a request by Client for technical support submitted as a helpdesk ticket through the appropriate online form on the ChilliPharm Platform or by emailing [email protected].
Support Hours: 9:00 a.m. to 5:30 p.m. (local time in the UK) during Business Days.
Support Services: the helpdesk services provided by ChilliBean to address Submissions
2. Support services
2.1 ChilliBean shall provide the Support Services within Support Hours: (a) during the Subscription Period for the ChilliPharm Platform; and (b) during the Rental Period for the ChilliPharm Filming Kit.
2.2 ChilliBean will not provide the Support Services: (a) for Submissions that ChilliBean determines are related to any software, applications, equipment or services which are separate from the ChilliPharm Platform (including filming kit that is not ChilliPharm Filming Kit); (b) where Client fails to provide all information reasonably requested by ChilliBean with respect to a Submission; or (c) where Client fails to implement a configuration or customisation recommended by ChilliBean to resolve a Submission.
2.3 If a Submission: (a) is related to the items set forth in paragraph 2.2; (b) is not replicable by ChilliBean; (c) results from a lack of training or (d) is a request for consultancy services, ChilliBean may charge Client for ChilliBean’s time spent addressing such Submission at ChilliBean’s customary rates, provided that Client’s prior approval must be obtained for any charges.
3. Set-up services
3.1 ChilliBean shall provide the Set-up Services within Support Hours.
4. Delivery of services
4.1 ChilliBean shall provide the Support Services and the Set-up Services: (a) via the third party software, email or telephone; and (b) in English.
4.2 ChilliBean shall use commercially reasonable efforts to provide an initial response to any Submission within 1 business day.
4.3 ChilliBean will use commercially reasonable efforts to resolve any Submission (within Support Hours) as soon as reasonably possible.