All capitalised terms not defined in this Customer Support Addendum (CSA) will have the meaning given to them in the Subscription Agreement (to which this CSA forms part). It applies to Our provision of Support Services for the AskYourTeam Software.
1.1 Support Scope
Support is provided during the Subscription Period, and includes general technical support, to seek to resolve defects causing a non-conformity in the AskYourTeam Software as compared to the then-current Documentation (an Incident). A resolution to an Incident may consist of a fix, workaround, or other relief, as We deem reasonable.
1.2 Support Request Channels
(a) In‑AskYourTeam Software support
Where You can access the AskYourTeam Software, You may initiate Support Services through Our support bot located within the AskYourTeam Software. This support bot is trained on Our user guides and knowledge base materials and is intended to assist You (and Your Authorised Users) with functional and “how‑to” inquiries with respect to the AskYourTeam Software. Where You identify an Incident that cannot be resolved via Our support bot, then You may submit a support ticket directly within the AskYourTeam Software. Support tickets submitted through the AskYourTeam Software are logged and managed through Our customer support platform, “HubSpot ServiceHub”.
(b) Support Requests when You cannot access the AskYourTeam Software
If You are unable to access or log into the AskYourTeam Software, then You may request Support Services by visiting the AskYourTeam website. The website will contain a customer support link enabling You to authenticate and submit a support ticket. All tickets raised through this channel are logged and managed by Us through “HubSpot ServiceHub”.
(c) Support Ticket Acknowledgement and Handling
Upon receipt of a support ticket, We will address cases per the target level of effort for the given case priority (as reasonably determined by Us) stated in the table below. “Local Time”, for the purposes of the “Target Level of Effort” in the table below means the time window of Monday through Friday (excluding public holidays), at the location where the Support Services is provided.
1.3 Case Priority; Target Response Time; Target Level of Effort
| Priority | Definition | Target Response Times | Target Restoration Times | Target Level of Effort |
| P1 |
AskYourTeam Software is unavailable for all customers. |
15 minutes from the time the case is submitted and received by Us | 60 minutes from time the case is submitted and received by Us | Business hours Monday to Friday Local Times |
| P2 | Any Incident that causes a core feature in the AskYourTeam Software to be unavailable for which there is not a work around. | 15 minutes from the time the case is submitted and received by Us | 4 hours from the time the case is submitted and received by Us | Business hours Monday to Friday Local Times |
| P3 | Any Incident that causes a core feature in the AskYourTeam Software to be unavailable to work as intended for which there is a work around. | 15 minutes from the time the case is submitted and received by Us | 5 business days (being Monday to Friday (excluding public holidays) at the location where the Support Services is provided) from the time the case is submitted and received by Us. | Business hours Monday to Friday Local Times |
1.4 Incident management limitations
The response and restoration target times set out in this CSA will not apply to any Incident, to the extent the Incident is caused or contributed to by any of the following:
(a) any outage, failure, degradation or unavailability of the services provided by the Hosting Provider (as defined below);
(b) any interruption, failure or degradation of the public internet, telecommunications networks, or the Your own network connectivity or infrastructure;
(c) any electrical power interruption or outage affecting Your or Our premises, systems, or network access;
(d) any failure, outage, degradation or defect in third‑party software, systems, or services used by, integrated with, or relied upon by the AskYourTeam Software; or
(e) any delay or failure by You to provide information, access, cooperation or other assistance reasonably required by Us to diagnose, respond to or restore the Incident. Any such delay will extend the applicable response and restoration target times on a proportionate basis.
1.5 Customer Responsibilities
You will:
(a) receive from Us communications with respect to Support Services via the support portal or via the AskYourTeam Software;
(b) when requesting technical support, provide Us with all relevant information in relation to the problem and the request, and use reasonable efforts to communicate with Us in order to verify the existence of the problem and provide information about the conditions under which the problem can be duplicated;
(c) appoint a support contact (Customer Support Contact) to engage Support Services for questions and technical issues; and
(d) maintain current contact information for the following authorised contacts in the Support Portal who have been trained to administer the AskYourTeam Software:
(i) Primary Business Contact;
(ii) Support Contact;
(iii) Security Contact.
1.6 Exclusions
Support services do not include performing the following:
(a) any advisory services;
(b) any analytics interpretation, insight generation, or recommendations;
(c) any Consulting, professional services, or strategic advice;
(d) any time required to cleanse data files in order to import into the AskYourTeam Software;
(e) implementation, configuration, integration, feature development or customisation services;
(f) training or assistance with administrative functions;
(g) resolving immaterial defects; or
(h) resolving defects due to modifications of the AskYourTeam Software made by any person other than Us or a person acting at Our direction; and
(i) issues or defects resulting from matters beyond Our reasonable control and any scheduled maintenance outages.
2.1 Service Availability
We will make the AskYourTeam Software available to You at least 99.75% of the time for the duration of each full calendar month during the Subscription Period (the Availability Commitment). This percentage is intentionally set slightly lower than the availability levels supported by our third-party hosting provider (the Hosting Provider) to account for factors outside the Hosting Provider’s infrastructure (such as application-level operations, scheduled updates, and third-party integrations) which can affect overall service availability. Our Availability Commitment will not exceed, and remain subject to, the service levels, exclusions, limitations, maintenance windows, and remedies made available by the Hosting Provider from time to time.
2.2 Measurement and Dependencies
Service availability is determined by the availability of the underlying hosting infrastructure (on which the AskYourTeam Software resides) provided by the Hosting Provider. Any period during which the Hosting Provider’s infrastructure is unavailable will be deemed unavailability of the AskYourTeam Software.
2.3 Exclusions
The availability commitment contained in this clause 2 does not apply to any unavailability or performance issues resulting from or attributable to:
(a) any exclusions, maintenance activities, limitations, or incidents described or applied by the Hosting Provider;
(b) scheduled maintenance performed by Us or the Hosting Provider;
(c) factors outside the reasonable control of Us and/or the Hosting Provider, including force majeure events;
(d) issues caused by You, including misuse, unauthorised modifications, or failure to follow Our Documentation or support guidance; or
(e) beta, trial, or non‑production environments.
2.4 Remedies
If the AskYourTeam Software fails to achieve the availability levels provided by the Hosting Provider, then You may be eligible for service credits, solely to the extent that the We receive corresponding credits or remedies from the Hosting Provider. Any such credits constitute the Your sole and exclusive remedy for failure to meet the availability commitment contained in this clause 2.
2.5 Changes to Hosting Provider Terms
You acknowledge that the Hosting Provider may update its service levels or policies from time to time, and that this Availability Commitment will be interpreted in line with the then‑current Hosting Provider terms.