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Support Policy

The Support Policy Agreement below (“Support Policy”) supplements and amends the Ideanote Terms of Service (“ToS”). If there is any conflict between the SLA and the Terms of Service, the applicable terms in the Support Policy will prevail.

We offer various levels of support services ("Support") designed to meet your needs, timeline, and scale, ensuring optimal use of our platform.

1. Free Support

Access to our comprehensive self-service Knowledge Base is available 24/7 for self-guided troubleshooting and learning. This service is public, and no confidential or sensitive information should be posted. It is supplementary and not a substitute for direct Support.

2. Priority Support

Customers with access to Premium Support as part of their subscription can schedule demonstrations of the Ideanote features to admins and stakeholders (“Online Demos”) up to twice a year.

Customers may report incidents ("Incidents") via email. Target response times are within 5 days for High and Medium priority issues. We're not obligated to provide Support for issues arising from unauthorized use, connectivity or device issues or third-party systems and acts.

Your cooperation will enable more efficient resolution of Incidents. To report an Incident, please provide:

  • Aspects of the Service affected
  • Subdomain, browser and page where the issue occurs
  • Impact on users
  • Start time of the Incident
  • Steps to reproduce
  • Relevant log files or data
  • Any error messages displayed

2.1. Support Opening Hours

  • Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday - Friday, Copenhagen Time.
  • Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day

2.2 Support Incident Response

In addition to ongoing support, Ideanote will respond to service related incidents submitted by Customers on the Enterprise plan within the following time frames.

High

Critical impact on service operations, affecting multiple users; no workaround

available.

Target Response Time: 0-24 hours

Medium

Service is functional but performance is degraded.

Target Response Time: Within 72 hours Target Response Time

Low

Non-critical issues affecting some users.

Target Response Time: Within 5 working days

3. Onboarding and Implementation Support

If included in your plan, you are offered dedicated onboarding assistance for seamless implementation and use of Ideanote. Onboarding can span from 3 weeks to 6 months, depending on the needs of the Customer.

Onboarding is intended to get your Company off to a good start and will help you set up the workspace as well as the initial Idea Collections and Company Templates.

4. Support via Video Calls

If included in your plan, you can schedule periodic online meetings to review service usage, answer questions, discuss strategy and optimize your settings. 

Screen Sharing or call-guided assistance is guaranteed within 72 hours during the business week for a maximum of two times a month and is limited to 6 hours per month in total.

This type of support does not cover highly technical and setup questions that are not supported by existing Ideanote functionality.

Support via Video calls are capped at 8 hours per quarter.

5. Import and Data Recovery

If included in your plan, Ideanote will assist with manual data recovery in cases of accidental deletion of Content or data, as well as data import of ideas and comments from other sources where possible.

6. Self-Hosting Support

Self-hosting support requires an active Ultimate subscription as well as the self-hosting add-on.

6.1. Self-Hosting Technical Support

Ideanote is responsible for providing support for questions arising in connection with authentication and self-hosting deployment as long as they are in relation to supported infrastructure and requirements. 

  • Guidance from our technical team for the initial deployment is included, capped at 10 hours. 
  • Ongoing technical support for the self-hosted version of Ideanote is capped at 1 hour per quarter.
  • Additional technical support can be purchased at a rate of +$2.5k for 10 hours, capped at 30 hours per year.

6.2. Self-Hosting Product Updates

  • Initial product images for deployment are provided for the initial deployment.
  • New product images with updated Ideanote self-hosted versions are made available for download on a quarterly schedule.
  • Ideanote is not responsible for developing hot fixes for the self-hosted version, even in cases of high priority issues. The self-hosted version is provided “as is”, with no guarantees. Ideanote can choose to make hot fix updates available at their own discretion.
  • Additional product images for updates required by the Customer can be made available on request at a rate of $2.5k per update, capped at twice a year.

6.4 Self-Hosting Customer Responsibilities

  • Kubernetes Setup
  • Database Setup
  • In-Memory Data Store Setup
  • Backup and Restore
  • Disaster Recovery
  • Hardware Costs
  • Third Party Service Costs
  • User Deletion Requests and Privacy Compliance
  • Infrastructure Security Measures
  • End of Service Data Deletion

6.3. Self-Hosting Support Limitations

  • Ideanote does accept remote access to your Ideanote instance for troubleshooting
  • Ideanote can not assist with data recovery and other tasks that require access.
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