Support Policy
Effective Date: January 6, 2023
Date Last Updated: October 16, 2024
This Conover Company Support Policy (“Support Policy”) accompanies the Conover Company Terms of Service, available at https://www.conovercompany.com/legal/terms/
Conover Company offers support services for the Service (“Support “) in accordance with the following terms:
Support Hours
Support is provided 7:00AM to 3:00PM CST Monday through Friday.
Incident Submission and Customer Cooperation
Customer may report errors or abnormal behavior of the Service (“Incidents”) by contacting The Conover Company via the Intercom Messenger or email at support@conovercompany.com. Customer will provide information and cooperation to The Conover Company as reasonably required for The Conover Company to provide Support. This includes, without limitation, providing the following information to The Conover Company regarding the Incident:
- Aspects of the Service that are unavailable or not functioning correctly
- Incident’s impact on users
- Start time of Incident
- List of steps to reproduce Incident
- Relevant log files or data
- Wording of any error message
Incident Response
The Conover Company’s Support personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide responses in accordance with the table below.
| Priority Level | Description | Target Response Times |
|---|---|---|
| Priority 1 | Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. | 4 Hours |
| Priority 2 | Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users. | 1 Day |
| Priority 3 | Non-critical issue; no significant impact on performance of the Service but user experience may be affected. | 7 Days |
Exclusions
The Conover Company will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of The Conover Company’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.