1. Support

1.1          If a problem arises which qualifies for the provision of support and you are unable to fix the problem, please contact the Help desk for your Product here: https://www.gbgplc.com/apac/contact/customer-support-enquiry/product/

(a) Standard hours are from 08:30 to 17:30, Monday to Friday AEST or AEDST (as applicable)

(b) Outside of the above helpdesk hours, any answered email or calls will be advised of an escalation response either by e-mail or return call.

1.2          Platinum support customers are eligible for our support escalation line

1.3          Severity and Priority levels:

Each Product issue will be assigned a priority by us in accordance with Table A.

Table A – Severity and Priority Levels

Support Objectives

Once the associated Priority level has been assigned, we will:

1. exercise our commercially reasonable efforts to respond to your request and assign support resources in accordance with the response times shown in the table in section 2 below;
2. maintain email contact providing progress reports in accordance with the response times shown in the table below in section 2 of this Schedule and thereafter we will maintain contact with you as appropriate pursuant to the mutually agreed upon requirements; and
3. for Priority 1 level Service issues only, we shall use our commercially reasonable efforts working with your personnel to resolve the Service issue.

1.4          In the event that any product issue is caused by any of the following matters:

(a)       issues resulting from any modifications of the Product made by any person other than us;

(b)       incorrect use of the Produc€(c)             user or operator error;

(d)       any fault in any equipment you may use to access or use the Product or in any program used in conjunction with the Pro€t;

(e)       issues caused by the use of the Product or where the  issue was not a true error or defect, or did not require correction by us; and/or

(f)        the performance and availability of any application programming interface or third party software or service to which such application programming interface relates, any errors or defects in any application programming interface, or any modifications or updates to any application programming or any system to which the application programming interface relates;

“each an "Excep”ed Issue"), you agree that we are not liable for such Excepted Issues. We may use commercially reasonable efforts, if required you, to correct any Excepted Issue so notified to us, provided that we shall be entitled to charge you for such efforts.

2. Support response times and escalation procedures

2.1          The targeted support response times, subject to the escalation procedures, will be provided in accordance with Table B:

Table B – Support Response Times

2.2          Escalation procedures:

(a)       The following process defines the steps, actions and modifications towards resolution of Priority 1 and Priority 2 issues.

                Step 1:   You shall contact our designated contact in relation to the issue.

                Step 2:   We will log the request and assign the Priority level.

                Step 3:   We will provide resource allocation

                Step 4:   We will assign appropriate personnel to evaluate options, understand the complexity of the fix, determine and allocate necessary resources and confirm a plan of action.

(b)       Designated Contacts: You shall appoint personnel to initiate and manage Support inquiries with us (“Designated Contact”). The Designated Contact shall attend administrative training. You shall have a Designated Contact assigned for as long as you receive the Service. The initial Designated Contact is listed in the Letter.

3. Maintenance

3.1          Routine Maintenance: Maintenance on the Service is on an “as required basis”.  Most changes and updates will not require interruption to the Service. If Service interruption is anticipated, we will endeavour to give you three working days written notice with details of estimated down time.

3.2          Functional Enhancements: It is anticipated that functional enhancements (e.g. new verification methods) will be added regularly in accordance with the Service release schedule. We will use reasonable endeavours to provide advance notice to you in relation to these enhancements. You will be required to notify us in writing if you would like the enhancements incorporated into the Product.