Support Policy
Effective July 20, 2017
This Intercom Support Policy ("Support Policy") accompanies the Intercom Subscription Terms of Service, available at https://intercom.com/terms-of-service or a successor URL (the "Agreement") entered into between you ("Customer") and Intercom. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Intercom offers support services for the Service ("Support ") in accordance with the following terms:
A. Support Hours. Support is provided 24 hours per day, 7 days per week.
B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Intercom in the Service via the Intercom Messenger or via email at team@intercom.com. Customer will provide information and cooperation to Intercom as reasonably required for Intercom to provide Support. This includes, without limitation, providing the following information to Intercom 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
C. Incident Response. Intercom'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. | 2 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. | 3 Days |
D. Exclusions. Intercom 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 Intercom's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.