1.       Definitions

1.1.      In this policy, capitalised terms which are not otherwise defined have the meaning given in the Cotiss General Terms of Service (https://www.cotiss.com/terms-conditions) and:

Business Hours means from 9.00am until 5.30pm on any Business Day;

Designated Contact means the individual nominated by you to receive updates in respect of a Support Request;

Resolution Time means, in respect of any Support Request, the period from the time at which you advise Cotiss of that Support Request until the time at which that Support Request has been Resolved (inclusive);

Resolved means:

a)     in respect of any Support Request relating to an Error, all components and functions of the Platform Services which were subject of the Error (individually and as a whole):

i)         are operating materiality in accordance with, and comply in all material respects with, the relevant Specifications; and

ii)        comply with all of the warranties set out in provided in your Agreement; and

b)     in respect of any Requests for Information, that the information or advice requested has been provided to you by Cotiss to the extent practicable,

(and Resolve and Resolution have corresponding meanings);

Response Time means, in respect of any Support Request, the period from the time at which you advise Cotiss of that Support Request until the time at which Cotiss commences action to Resolve that Support Request and advises this to you (inclusive);

Severity Level means a level of severity for any Support Request, determined in accordance with paragraph 4.1 of this policy;

Support Centre means the Support Centre described in paragraph 1.1 of this policy; and

Support Request means either a Request for Information or a request made by you for Resolution of an Error.

1.       Support Centre and Support Website

1.1.      Support Centre:  Cotiss will maintain a Support Centre which will accept, log, respond to, and manage, the Resolution of any Support Requests raised by you.  

1.2.      Support Centre hours:  The Support Centre will be available during Business Hours. Cotiss may at its sole discretion provide support outside of Business Hours in response to a Support Request, however it is under no obligation to do so. 

1.3.      Support Centre contact details:  All Support Requests and Requests for Information must be notified to the Support Centre using the contact details below:

a)     Standard Software Support:

i)         Support Ticket Website: https://www.cotiss.com/support

ii)        E-Mail: customersuccess@cotiss.com

b)     Enhanced Software Support:  If Enhanced Software Support is included in the Order, support is also available via:

i)         Chat: https://www.cotiss.com

ii)        Phone: At the contact number provided via your account manager and as amended from time to time.

1.4.     Logging:  Upon receipt of any Support Request by the Support Centre, Cotiss will:

a)     log the Support Request, recording all relevant details notified by the Designated Contact; and 

b)     assign the Support Request the Severity Level.

2.      Resolution of Errors

2.1.      Response Time:  Following receipt of any Support Request reporting an Error, Cotiss will as soon as reasonably practicable and no later than the Response Time set out in paragraph 4.1 of this policy (if applicable):

a)     use reasonable endeavours to diagnose the cause of and commence action to Resolve that Error; and

b)     advise the Designated Contact, by telephone, chat or email, of:

i)         the Severity Level of the Support Request;

ii)        the support case tracking number; and

iii)       the cause of the Error (if known) and the action taken to Resolve that Error.

2.2.     Resolution Time:  Cotiss will Resolve any Error reported to it by you as soon as reasonably practicable and no later than the prescribed Resolution Time set out in paragraph 4.1 of this policy (if applicable).

2.3.     Reporting:  Cotiss will use reasonable endeavours to provide you with regular updates, by telephone or email, on the progress of the Resolution of any Error reported to Cotiss in a Support Request.

3.      Requests for Information

3.1.      Resolution Time:  Cotiss will use reasonable endeavours to Resolve any Request for Information reported to it by you as soon as reasonably practicable.

4.      Support levels

4.1.     If Enhanced Software Support has been included in the Order but not otherwise, the following Response Times and Resolution Times will apply in respect of any Errors notified to Cotiss in a Support Request:

4.2.    The Response Times and Resolution Times set out in paragraph 4.1 above will not apply where the Error is deemed by Cotiss (acting reasonably) to have been caused as a result of any of the events or circumstances described at clause 10.3 (Warranty Exclusions) of the Terms of Service.