Ready to get started?
Try it free, or book a demo with an expert to learn how you can deliver internal apps 10x faster with Superblocks.
This Superblocks Support Policy (the "Policy") is governed by the Agreement between Superblocks and the Customer, as specified in the applicable Order Form(s) (the “Agreement”). Any capitalized terms not defined within this Policy will have the definitions provided in the Agreement. This Policy outlines the support services provided by Superblocks related to the Superblocks Technology ("Support Requests"). All support provided under this Policy will be conducted remotely and exclusively in English.
Definitions
Capitalized terms have the meaning set forth below or as defined within this Policy:
“Business Hours” means between the hours of 10:00AM - 6:00PM from Monday through Friday (EDT/EST), excluding holidays. Current holidays observed by Superblocks are US national bank holidays.
“Deployed Application” means a Customer Application that is deployed for general use, and not the version in edit mode within the Services.
“edit mode” means the edit mode of the Services, as accessed by Customer.
“Incident” means a failure of the Services to perform in material compliance with the Agreement, applicable Order, and Documentation, as further described herein.
"Response Time" refers to the interval between Superblocks' receipt of any Support Request, including the initial submission, and Superblocks' subsequent response by one of its personnel.
Contacting Superblocks Support
You may submit a Support Request through Superblocks’ designated support channels, located at https://docs.superblocks.com/support/help
Exclusions
This Policy does not apply to the following:
Trials and Beta Use
Billing inquiries - For billing inquiries, please email billing@superblockshq.com or discuss with your designated Customer Success Manager.
Target Response Times
Superblocks' target response times to Support Tickets are determined by their Incident Type, as outlined in the table below. Superblocks will use commercially reasonable efforts to meet the target response times for all responses and resolution to Support Requests within Business Hours, except as otherwise specified. When applicable, responses may be communicated via the “Superblocks Status Page” (https://status.superblocks.com/) to streamline responses to Support Requests brought by multiple Customers and provide the most timely updates. Superblocks uses ticketing applications to measure response times from Superblocks’ receipt of a Support Request.
In response to Support Requests Superblocks may provide temporary workarounds, patches, bypass procedures, or other solutions aimed at mitigating an Incident’s impact. Superblocks does not assure the resolution of all issues raised under this Policy.
Modification
This Policy may be revised periodically by Superblocks provided any such modifications do not materially diminish the level of support provided throughout the applicable Order Term.