Support and maintenance policy

Maintenance and Support Policy for Smeetz Customers

Support

 

Standard phone or email support

support@smeetz.com

CH +41 21 588 17 12

UK +44 740 081 8530

FR +33 6 44 64 31 27

8am to 7pm from Monday to Friday, public excluding public holidays. 

Emergency telephone support

 

8am to 7pm from Monday to Friday, public including public holidays .

Maintenance

 

 

Examples of malfunctions

Delay of resolution

Imperative malfunctions

  1. Problems related to ticket control
  2. Problems related to the completion of sales (including payment issues)

2 hours to correct or propose an alternative solution to achieve the desired performance.

Blocking malfunctions

  1. Connectivity problem with Smeetz partnering platforms
  2. Problem preventing the creation or modification of products 

24 hours to correct or propose an alternative solution to achieve the desired performance.

Non-blocking malfunctions

  1. Imperfect display on specific browsers
  2. Imperfect wording or translations present on the Platform 

30 days to correct or propose an alternative solution to achieve the desired performance.