Support & Service Levels

This document forms part of the Terms of Service.

Reaching support

• E-mail: — (from the account's registered address, with the company name and, where relevant, the space, tile or invoice concerned).
• Working days and hours: Monday to Saturday, 10:00–18:00 IST, excluding public holidays.

Response targets

Priority	Example	First response	Target resolution
Urgent	the service is down or nobody in the company can sign in	4 working hours	same working day
High	a feature does not work for a company; an account suspended after a false alarm	1 working day	2 working days
Normal	questions, how-to, a changed invoice, a new user	1 working day	5 working days
Low	suggestions and feature requests	2 working days	at our discretion

Availability

We target 99.5% monthly availability of the service, measured at the sign-in page, excluding planned maintenance. Planned maintenance is announced by e-mail at least 48 hours ahead and scheduled outside Indian working hours where possible. This target is an objective, not a guarantee, unless a signed order says otherwise; the Refund & Cancellation Policy states the credit for a long outage.

What support covers

Help with using the studio, accounts, users, plans and invoices; investigating errors; restoring accounts after a review. It does not cover designing your tiles or brochures for you, preparing tile images, or support for your own computers, browsers and networks beyond the requirements in the Service Delivery Policy.

Status and incidents

During an incident we post updates by e-mail to company administrators and answer at —.