Back to Legal

Support

1. Technical Support (Second-Level)

Gigs shall provide the outlined support services under the following service levels.  Support by Gigs is limited to remediation of issues with the Gigs Platform Services as well as issues relating to services of Third-Party Connectivity Provider(s) services and the remediation of network related issues with the Third-Party Connectivity Provider. Support to Partner’s End Users is the sole responsibility of Partner and, unless otherwise agreed, is explicitly excluded from the support outlined below.  Gigs will assign a priority to each service requirement submitted to Gigs in accordance with the following support priorities:

“Priority 1” (Critical): Full outage of Gigs Platform Services. Critical security incident or risks. Third-Party Connectivity Provider network causes a complete loss of data and/or network connectivity for many End Users in more than one cell location.

“Priority 2” (Major) Incident that impacts the entire Gigs Platform Services availability to Partner. Partial impact in Gigs Platform Services, affecting its performance. Critical degradation or significant intermittent problems of data and/or network connectivity for several End Users in more than one cell location. 

“Priority 3” (Normal) SIM status query unavailable or subscription status query unavailable. Gigs Platform Services access impacting multiple End Users. Gigs Platform Services (e.g. Dashboard access) impacting a Partner. Minor loss of data and/or network connectivity for more than one End User.

“Priority 4” (Minor) Individual End User errors and technical queries.

  • P1 Critical: 12 hours service recovery

  • P2 Major: 24 hours service recovery

  • P3 Normal: 48 hours service recovery

  • P4 - Minor: 2 Business days service recovery

Exclusions to Support Services. Gigs will have no obligation of any kind to provide support services for problems in the operation or performance of the Gigs Platform Services to the extent caused by any of the following: (a) non-Company provided or approved software, network services, hardware products excluding mobile devices that are approved on the carriers network, or use of the Platform in conjunction therewith; (b) Partner’s use of the Gigs Platform Services other than as authorized in the Agreement or as provided in the Gigs Platform Services documentation; or, (c) Partner’s use of the Gigs Platform Services without use of any error corrections or updates thereto provided by Gigs.

Partner acknowledges that certain performance issues encountered by its End User are due to Third-Party Connectivity Provider network faults and problems that are beyond Gigs’ control. Gigs will immediately notify Partner if Gigs becomes aware of any such Third-Party Connectivity Provider faults, problems, and restorations. Gigs will endeavor to support the Third-Party Connectivity Provider, where applicable, in the resolution of the carrier network faults and problems.

Any issue related to the Customer Environment (including application, device, device configuration or operating system) or the End User’s mobile device is out of the scope of the Support Service.

Gigs platform services SLA

2. End User Support

Upon request by Partner, Gigs shall provide support services directly to Partner’s End Users, subject to applicable rates and terms as further described in an Order Form.