Repstor terms

Trust and security

Repstor terms

Effective: March 7, 2021 — Present
  1. The Support hours applicable to Repstor-branded Products or Cloud Services are:
    1. For Customers domiciled in the UK: 5 days per week, 8 hours per day phone coverage (9 a.m. to 5 p.m. GMT/BST, Monday through Friday, excluding Northern Ireland Public holidays)
    2. For Customers domiciled in the US: 5 days per week, 8 hours per day phone coverage (9 a.m. to 5 p.m EST, Monday through Friday, excluding federal public holidays)
  2. Support will be provided only where the customer’s technical personnel have carried out initial analysis to allow the issue to be reproduced and have made reasonable efforts to ensure that any issue is in fact a non-conformity in the Software or Cloud Service. In addition to any exclusions in customer’s agreement with Intapp, Repstor shall have no obligation to provide any Support to the Customer where (i) Customer or a third party not authorised by Repstor and acting on behalf of, or otherwise while the Software is in the possession or under the control of Customer has modified the Software; or (ii) Customer has installed the Software on a platform or for which it is not licensed.

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  3. The Support hours applicable to Repstor-branded Products or Cloud Services are:
    1. Customer must nominate authorised support contacts (up to maximum of three (3) individuals) who are then entitled to contact the Repstor support desk for 3rd Line and 4th Line support queries providing the individual’s name, telephone number and email address.
    2. Such notification is to be sent to support@repstor.com as soon as practicable after execution of an Order.
    3. Any changes to support contacts must be notified to the Repstor support desk.
    4. Customer and Repstor are responsible for the following Support activities:
      1. 1st Line (provided by Partner or Customer help desk). Determination of entitlement. Call logging the initial incident accurately capturing all information relating to the observed issue, configuration and impact. Escalation to correct 2nd line as appropriate.
      2. 2nd Line (provided by Partner or Customer help desk). Triage reproduction of issue and response. Confirm the issue, carry out trouble-shooting, determine steps to reproduce. Gather supplementary information, suggest resolution or workaround for known issues. Escalation to correct 3rd line as appropriate.
      3. 3rd Line (provided by Repstor). Advanced trouble-shooting and diagnostics by the Repstor support team. Reproduction of issue in support environment. Suggest resolution or workaround for known or new issues in line with the issue severity. Escalation to 4th line as appropriate.
      4. 4th Line (Provided by Repstor). Product development or software maintenance team, development of fixes where necessary.