Builder will provide Customer the response time guarantees for each applicable issue level as set forth in the Order Form. Support requests are categorized by issue level as defined below. 

Business hours are defined as Monday through Friday, 9am to 5pm Pacific and Central European Time (as applicable), excluding holidays.

Non-Priority Support Requests: Customer may contact Company electronically to seek regular technical support. Regular support requests submitted by Customer will be prioritized after requests submitted by customers that are subscribed to priority support. Prioritization among requests by priority support customers will be based on the time in which requests are received (i.e. “First Come, First Serve” basis).

Priority 1 Support Definition: Technical support provided by Company in the event of failure or degradation of one or more elements of the service that are business or customer affecting, time-critical and for which no immediate work around is available. Result: Functionality of elements of the service fail, rendering elements of the service wholly or partially inoperative or causing data corruption, loss or duplication.

Priority 2 Support Definition: Technical support provided by Company in the event of failure or degradation of a single element of the service that is business or customer-affecting or which will become time-critical and for which a workaround is available but is unsatisfactory in the short term. Result: Functionality of elements of the service fail or degrades to the point of not being usable on an intermittent or frequent basis, rendering elements of the service wholly or partially inoperative or causing data correction, loss or duplication.

Priority 3 Support Definition: Technical support provided by Company in all circumstances that has no immediate business impact and remains operational through a temporary or automated workaround, but requires a permanent replacement or solution to be developed. Result: Functionality of one or more components of the service fail, service to users is unaffected as workaround routes around the problem.

Ticketing System: Customers may submit a support ticket to Company with a detailed description of their support issue via email at support@builder.io or Company’s support ticketing system (a “Ticket”). Multiple submitted Tickets relating to the same issue or occurrence will be treated as a single Ticket. 

Response and resolution times: Company guarantees the applicable response time for each Ticket pursuant to the Order Form. Company will use commercially reasonable efforts to promptly resolve each Ticket. Actual resolution time varies and depends on the nature of the Ticket and the resolution needed.

Company support includes: 

• operational issues with the Service programs and corresponding troubleshooting,
• development and production issues with the Service programs, and
• implementation and information questions about the Service and its features.

The following are not included as part of Company’s support: 

• debugging or fixing Customer’s or third party’s code or software interacting with the Service programs, 
• issues resulting from code development,
• issues resulting from any form of Excused Downtime, and
• Customer inquiries sent in Company’s Slack channels.

Support will be provided in English only.