This Contentment Foundation Support Policy ("Support Policy") accompanies the Contentment Foundation Terms of Service, available at https://contentment.org/tos or a successor URL (the "Agreement") entered into between you ("Customer") and The Contentment Foundation. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Contentment Foundation offers support services for the Service ("Support ") in accordance with the following terms:
A. Support Hours. Support is provided during working hours from 9 to 5, 5 days per week. Response times may vary depending on time of day, or during weekends and holidays.
B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service (" Incidents") by contacting Contentment Foundation in the Service via the support messenger or via email at firstname.lastname@example.org. Customer will provide information and cooperation to Contentment Foundation as reasonably required for Contentment Foundation to provide Support. This includes, without limitation, providing the following information to Contentment Foundation 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. Contentment Foundation'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. Contentment Foundation 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 major events or other factors outside of Contentment Foundation's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.