Heyfixit Service Levels and Support
These terms form part of the agreement between Heyfixit, Inc. ("Heyfixit", "we", "us") and you under the Heyfixit Terms of Service. Words defined in the Terms of Service have the same meaning here.
1. Availability
1.1 Target. We use commercially reasonable efforts to keep the Covered Services available at least 99% of the time in each calendar month. The Covered Services are:
- the web application;
- Vera;
- the Agents' ability to make and receive calls, and to send and receive texts, WhatsApp messages and emails.
1.2 Downtime. Downtime is any period of 5 minutes or more in which, for a reason not listed in clause 1.3:
(a) your Users generally cannot log in to the web application or use Vera; or
(b) the Agents are generally unable to make or receive calls, or to send or receive texts, WhatsApp messages or emails, for your account.
Availability for a month is the minutes in the month less the minutes of downtime, as a percentage of the minutes in the month.
1.3 Exclusions. These do not count as downtime:
(a) scheduled maintenance under clause 1.4;
(b) urgent maintenance needed to deal with a security risk;
(c) failures or outages of telecoms carriers and networks, the internet or messaging platforms such as WhatsApp;
(d) failures or outages of Third-party Providers, as the Terms of Service define them;
(e) your systems, integrations, data, configuration or internet connection;
(f) third-party services that you choose or control;
(g) suspension under clause 7 of the Terms of Service for non-payment, or because of a breach by you or your Users;
(h) features marked as beta, preview or trial;
(i) natural disasters, epidemics, war, terrorism, civil unrest, strikes and acts of government.
1.4 Scheduled maintenance.
(a) Scheduled maintenance is maintenance that we announce by email to your support contacts at least 48 hours in advance, and carry out between 22:00 and 6:00 in your support time zone under clause 2.2.
(b) Maintenance at other times counts as downtime, unless it is urgent maintenance under clause 1.3(b).
(c) We tell you about urgent maintenance as soon as we reasonably can.
1.5 Measurement. We measure availability with our own monitoring. On request, we tell you the availability for any of the last 12 months and the incidents behind it. Our figures apply unless you show that they are wrong.
1.6 Incident notices.
(a) If an incident causes downtime, we email your support contacts within 2 support hours of becoming aware of it.
(b) During an S1 incident, we update you at least every 4 support hours until it is fixed or a workaround is in place, and we tell you when it is resolved.
(c) On request, we send you a short written summary of the cause and what we are doing to stop it happening again.
1.7 Repeated failure. If availability is below 99% in any three months within a period of six months, you may end the affected Order Form by written notice. You must send the notice within 30 days after the end of the third of those months. The Order Form ends on the date in your notice, which must be at least 30 days after we receive it. You do not pay Fees committed for the rest of its term, and we refund any Fees you prepaid for the period after it ends.
1.8 Only remedy. Clause 1.7 is your only remedy, and our only liability, for availability below the target in clause 1.1.
2. Support
2.1 How to reach us. You can reach support by email at support@heyfixit.ai and through the Services.
2.2 Support hours. Support is available on working days. Working days are Monday to Friday, except public holidays. The hours, time zone and holidays depend on the address in your Order Form:
(a) in the US: 9:00 to 17:00 US Eastern Time, except US federal holidays;
(b) anywhere else: 8:00 to 20:00 UK time, except bank holidays in England;
(c) your Order Form may set different hours, a different time zone or different holidays, which then apply instead.
2.3 Severity levels.
| Level | What it means | First response within |
|---|---|---|
| S1 | The platform is down: no one can log in or use it, and nothing is working | 2 support hours |
| S2 | The Agents cannot make or receive calls or messages, and this significantly affects part of the Agents' work for you | 1 working day |
| S3 | The Services work, but a feature is not working correctly, gives wrong results or does not perform as the Documentation describes | 2 working days |
A problem that has a workaround is treated as one level lower, and an S3 problem stays S3. Questions, requests and changes are not issues under these levels and have no response target.
2.4 How we work on issues.
(a) You tell us what the issue is and how it affects your work. We set the level from that, and our first response tells you which level it is.
(b) Response times count support hours only, from when we receive your request. For these targets, a working day means the support hours in one working day.
(c) A first response may be automated, including a reply from an AI agent.
(d) Response times are targets, not guarantees. Missing one is not a breach of the Agreement.
2.5 Raising an issue. Include:
- what happened and when;
- the Agents, numbers or records affected;
- any error messages;
- how to reproduce the issue.
Do not include personal data in a support request unless we need it to resolve the issue.
2.6 Your part.
(a) Name your support contacts in your Order Form and keep their details up to date. We send incident and maintenance notices to them.
(b) Give us the details in clause 2.5 and the access we reasonably need to look into the issue.
(c) For an S1 issue, make someone available to work with us during support hours until it is fixed.
(d) Time spent waiting for your reply does not count towards our response targets. If you do not reply within 15 working days, we may close the request. You can reopen it at any time.
2.7 Escalation. If an S1 or S2 issue is not progressing as you expect, you can escalate it:
(a) first, to the Heyfixit contact named in your Order Form;
(b) then, to one of our founders, by email to support@heyfixit.ai with "Escalation" in the subject.
2.8 When the Agents are unavailable.
(a) You are responsible for having your own way for Contacts to reach your team when the Agents are unavailable, at any time and on every channel you use, such as your office or out-of-hours number, and for staffing it.
(b) For calls only, you may set a fallback number in the Services. Where our platform and carriers allow it, calls to your Agent numbers are then forwarded to that number when our platform cannot answer them. You are responsible for the number and for answering the calls it receives.
(c) Texts, WhatsApp messages and emails are not forwarded.
(d) Forwarding depends on our providers and carriers and may not always work. A failure to forward a call is not a breach of the Agreement.
3. What support does not cover
3.1 Out of scope. Support does not cover:
(a) training beyond what your Order Form includes;
(b) new features or custom work;
(c) issues caused by your systems, integrations or data.
We may agree to do this work separately, at rates we agree with you.
3.2 Implementation and hypercare. Set-up, implementation and any period of extra support after go live are described in your Order Form or scope of works.
4. Changes
We may update these terms as described in clause 16 of the Terms of Service. During the current term of an Order Form, we will not lower the availability target, shorten support hours or lengthen response targets for it.