The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
This structured sign-off process ensures that the incident is appropriately categorized, allowing for targeted analysis and resolution by support.
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
This structured sign-off process ensures that the incident is appropriately categorized, allowing for targeted analysis and resolution by support.
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
3. Provider has no obligation to provide Services relating to Errors that, in whole or in part, arise out of or result from any of the following (each a “Service Exception”):
4. Support Management. fileAI will provide bluesheets support to you via email and in-app chat support. You may submit a support request by emailing support@file.ai and/ or opening a chat ticket in-app to resolve a question, or report an issue concerning bluesheets. We will strive to provide an initial response to each Support Ticket within 24 hours from the time at which your Support Ticket has been validly raised through the Direct Support Channel.
5. Incident Resolution. The following service level targets are applicable exclusively for issues and Incidents that meet the established Definition of Ready criteria.
4. Processing
5. Customer Obligations
6. Dispute Resolution
7. Change Orders