DATE OF LAST UPDATE: 18 March, 2022
This Support Policy (this “Policy”) is a legal contract between (“you” or “your”), to receive Support Services from HexaSync Corp, registered address 428 Dien Bien Phu, Ward 11, District 10, Ho Chi Minh City, Vietnam (“HexaSync” or the “COMPANY”).
HexaSync receives support request via email sent to [email protected] or [email protected]
Service Level Agreements (SLAs)
HexaSync Support works with Severity Levels based on the impact of a given issue to the business of the customer. Severity levels of Support Tickets are chosen by the customers upon opening of the ticket and should reflect the business impact of the issue, according to the definition below. HexaSync Support reserves the right to reasonably question customers on the chosen severity level and to downgrade said severity as the support ticket progresses.
| Severity | Description |
| Urgent (highest) | Complete loss of service or a significant feature that is completely unavailable and no workaround exists. It does not include development issues or problems in staging environments. |
| High | Partial loss of service with severe impact on the business and no workaround exists. |
| Normal | Minor loss of service. The result is an inconvenience, which may require a temporary workaround. |
| Low (lowest) | No loss of service. The result does not prevent the operation of the software. |
HexaSync support will provide the first response to your Support Ticket according to the table below.
After the first response, HexaSync Support will work on each ticket according to its current severity towards resolution. Depending on the Customer’s support level, HexaSync will, whenever possible, endeavor to provide the following:
Definitions used in this Policy
You’ll see the word “services” a lot throughout this Policy. That refers to all websites owned or operated by HexaSync, and any related websites, sub-domains, and pages, as well as any cloud services operated by HexaSync. We can name some of these services:
- HexaSync Integration Platform (app.hexasync.com)
- HexaSyncPartner Portal (partner.hexasync.com)
- HexaSyncWebsites (www.hexasync.com, hexasync.vn, docs.hexasync.com)