Partner Terms of Service
Exhibit C: Support
Definitions
Unless otherwise defined herein, capitalized terms shall have the meanings set forth below. Capitalized terms used but not defined herein have the meanings given to them in the Agreement.
“Asynchronous Interaction” means a Support interaction conducted through a Support Channel that does not involve a real-time, continuous engagement between Gigs and the End User.
“Authorized Actions” means the set of Support actions that Gigs is able to perform, subject to applicable verification, eligibility, and security requirements, including limitations imposed by the Partner, the Services, or applicable law.
“Gigs Network Status Page” is the website where Gigs provides reporting concerning its Third-Party Connectivity Providers’ network and connectivity services, located at https://network-status.gigs.com/.
“Gigs Platform Status Page” is the website where Gigs provides reporting concerning the Gigs Platform Services, located at https://status.gigs.com/.
“Gigs’ Supported Languages Policy” means the policy located at https://gigs.com/legal/supported-languages-policy.
“Partner Product(s)” means Partner’s product(s) and/or application(s) using Gigs’s APIs.
“Resolution” or “Resolved” means that Gigs has provided a solution, workaround, or recommended next steps addressing the Support Request, regardless of whether further action is required by the Partner or End User.
“Support Channel” means an authorized communication method for submitting Support Requests to Gigs, including, for example, in-application support, web-based widgets, or email, as enabled by Gigs for the applicable Services.
“Support Request” means a request for Support based on a question, concern, or an issue raised in relation to the Services.
“Synchronous Interaction” means a Support interaction conducted through a Support Channel that involves real-time, continuous agentic engagement between Gigs and the End User.
Scope Of Support
Gigs’s Support Obligations. Subject to Partner’s reasonable cooperation, Gigs shall use commercially reasonable efforts to provide Support in accordance with this Exhibit. Support by Gigs is limited to investigation, troubleshooting, and remediation of Support Requests relating to the Gigs Platform Services, including, where applicable, coordination with Third-Party Connectivity Providers. Notwithstanding the foregoing, Partner acknowledges and agrees that certain Support Requests (including, for example, those arising from Third-Party Connectivity Providers, device manufacturers, zero-day vulnerabilities, or Force Majeure Events) are not within Gigs’s control and may not be capable of resolution. Gigs shall have no liability for such issues. Where Gigs becomes aware of any such issues, Gigs shall use commercially reasonable efforts to provide status updates and remediation guidance as-available via the Gigs Platform Status Page or Gigs Network Status Page.
Partner Responsibilities. Partner shall use commercially reasonable efforts to provide Support for Connectivity Services to End Users as Gigs’s agent in accordance with this Exhibit. In its capacity as agent, Partner shall be responsible for: (i) providing first-line support directly to End Users for Support Requests (“End User Support”), (ii) defects, errors, or deficiencies in Partner Product(s), including application logic, user experience, pricing, promotions, or business rules; and (ii) services, systems, or integrations that are not provided or managed by Gigs. As between the parties, Gigs shall have no obligation to support issues attributable to the foregoing. Any request by Partner for Gigs to provide End User Support is subject to additional rates and terms.
Exclusions to Support. Gigs shall have no obligation to provide Support to the extent a Support Request arises from:
software, hardware, devices, systems, services or networks that are not operated, controlled, provided, approved, or supported by Gigs, including issues attributable to Partner Products;
Partner’s use of the Services in breach of the Agreement, or failure to comply with Gigs’s applicable documentation or requirements; or
failure by Partner to implement Gigs-issued updates, corrections, configuration guidance, or best practices;
Support Intake & Coverage
Interaction; Support Channels. Support under this Exhibit will be provided: (i) through one or more interaction models, including Asynchronous Interaction or Synchronous Interaction; and (ii) through one or more Support Channels, in-application support, web-based interfaces, email, or other channels designated by Gigs. By default, Support is provided on an Asynchronous Interaction basis. Gigs may, in its reasonable discretion, route, prioritize, or transition any given Support Request between interaction models or Support Channels as needed to facilitate investigation, resolution, or efficient handling of the Support Request.
Coverage Hours. Support is available twenty-four (24) hours per day, seven (7) days per week. Availability of 24/7 Support does not imply real-time or continuous engagement for Support Requests and does not modify or guarantee any specific Service Level targets. The manner and timing of responses may vary depending on the classification of the Support Request and Support Channel used.
Supported Languages. Support is provided in accordance with Gigs’ Supported Languages Policy, as updated from time to time. In the event of any inconsistency between this Exhibit and the Supported Languages Policy, this Exhibit shall control unless otherwise expressly stated.
Support Request Creation; Verification
Support Request Creation. Support Requests must be created and submitted through one of the following authorized integration methods: (i) in-application via Gigs Connect Session, (ii) programmatically via Gigs Support APIs, or (iii) other channels designated or approved by Gigs, including Partner escalation channels or support workflows (e.g., the Gigs Dashboard). Gigs may require that certain Support Requests be submitted through designated channels or formats in order to be eligible for Support under this Exhibit. Gigs shall have no obligation to accept or process Support Requests that are not submitted through authorized methods or that do not meet applicable submission requirements. Gigs’s obligation to provide Support is conditioned upon Support Requests being submitted through authorized channels and in accordance with applicable metadata and verification requirements set forth in this Exhibit.
Required Metadata. Each Support Request must include information reasonably required by Gigs to identify the affected Services and the nature of the Support Request, which may include as applicable: (i) End User identifiers; (ii) subscription, line, or device identifiers; (iii) classification or category; (iv) description of the Support Request; and (v) relevant timestamps or contextual information. Support Requests that do not include required metadata or are otherwise not properly formed may be delayed, reclassified, or declined by Gigs.
Verification. Prior to taking any action in connection with a Support Request, Gigs may require verification of: (i) the identity of the Partner and/or End User whose Services are affected; (ii) the associated subscription, account, or Services; and (iii) authorization to request or receive Support. Where Gigs cannot successfully perform required verification, Gigs shall have no obligation to provide Support with respect to the applicable Support Request. Support actions may be performed only with respect to accounts or subscriptions that are valid, active, and capable of verification. Authorized Actions are subject to applicable eligibility, verification, or security requirements and may vary based on the nature of the Support Request or Support Channel. Gigs may prioritize, route, or reclassify Support Requests based on available information, issue characteristics, or operational requirements.
Service Levels
Service Levels & Classification. Subject to the terms of this Exhibit, Gigs shall use commercially reasonable efforts to meet the Support service level targets set forth in the table below (“Service Levels”). Service Levels apply only to Support Requests that are properly submitted through an authorized method and Support Channel, and are subject to completion of any required metadata and verification. Gigs will assign an initial classification to each Support Request based on available information and may reclassify such Support Request as additional information becomes available. For purposes of this Section, an automated acknowledgment constitutes an acknowledgment.
Interaction Type
Acknowledgement
First Reply
Resolution
Synchronous (Agentic only)*
Automated
< 5 minutes
< 15 minutes
Asynchronous
Automated
< 2 hour
< 48 hours
*Note that if a Synchronous (Agentic) interaction is deflected or escalated by the agent, the matter will be treated thereafter as an Asynchronous issue and subject corresponding First Reply and Resolution times.No Service Credits. The Service Levels set forth in this Section are targets only, and are not guarantees of response or resolution within any specific timeframe. Failure to meet any Service Level does not give rise to any service credits, refunds, penalties, or other remedies.
Exclusions. Service Levels do not apply to Support Requests arising from third-party connectivity providers, carrier networks, device manufacturers, or other external dependencies, or to Platform Incidents governed by the Platform Availability Exhibit.
Miscellaneous
Right to Evolve Support Experience. Gigs may update and enhance the Support experience from time to time, including changes to support processes, tooling, workflows, interaction models, Support Channels, and related operational practices, provided that such changes do not materially degrade the Support experience for the applicable Services.
Notice of Changes. Where reasonably practicable, Gigs shall provide Partner with at least thirty (30) days advance notice of material changes to the Support experience. Notice may be provided through documentation updates, support communications, or other reasonable means.
No Retroactive Reduction of Service Levels. Any changes made pursuant to this Section shall apply prospectively only. Gigs shall not retroactively reduce or adversely modify Service Levels that were in effect at the time a Support Request was created.