{"id":9140,"date":"2019-11-09T17:01:55","date_gmt":"2019-11-09T16:01:55","guid":{"rendered":"https:\/\/www.tradecloud1.com\/?page_id=9140"},"modified":"2020-10-06T13:47:31","modified_gmt":"2020-10-06T11:47:31","slug":"support-policy","status":"publish","type":"page","link":"https:\/\/tradecloud.hdnk.nl\/en\/trustcenter\/support-policy\/","title":{"rendered":"Support Policy"},"content":{"rendered":"
\n

Trustcenter is the home of Tradecloud’s community for real time information on system performance and security.<\/strong><\/h3>\n<\/div>\n

“Nothing is more important to our company than the privacy of our customers’ data.”<\/em><\/p>\n<\/div>

<\/div><\/div><\/div><\/div><\/div>

Trustcenter Home<\/strong><\/a><\/p>\n

Terms & Conditions<\/a><\/p>\n

Service level agreement<\/a><\/p>\n

Privacy policy<\/a><\/p>\n

Support policy<\/a><\/p>\n

Status of services<\/a><\/p>\n

Data centers & Security<\/a><\/p>\n

Security breach policy<\/a><\/p>\n

Government<\/a><\/p>\n

End of Life Policy<\/a><\/p>\n<\/div>\n

<\/div><\/div><\/div>

Support Policy<\/h2>\n

This policy outlines Tradecloud’s support practices and resources. It also identifies your support obligations to your customers.<\/p>\n

Obligations under this policy (both ours and yours) are are incorporated by reference into the terms of service.<\/p>\n

Functional and Technical Support<\/h3>\n

We offer several options for functional and technical support. All accounts get basic support, and we offer paid upgrade options.<\/p>\n

Support includes:<\/p>\n

    \n
  • Answering questions about Tradecloud services and features<\/li>\n
  • Advice regarding best practices for app deployment and architecture<\/li>\n
  • Troubleshooting services and products<\/li>\n
  • Limited support of third party applications, services and frameworks<\/li>\n<\/ul>\n

    Support does not include:<\/p>\n

      \n
    • Developing your application code<\/li>\n
    • Debugging custom software<\/li>\n
    • Performing manual system administration tasks<\/li>\n<\/ul>\n

      Support Business Hours<\/h3>\n

      Normal business hours are 9am-5pm CET.<\/p>\n

      Deprecation<\/h3>\n

      We will announce if we intend to discontinue or make backwards incompatible changes to any Service. We will always try to give you as much time as possible to make any necessary modifications to your applications or processes. This policy does not apply to versions, features, and functionality that we label as “beta” or “experimental.”<\/p>\n

      Documentation<\/h3>\n

      We may provide documentation for the Services and their use. Our documentation may specify restrictions on how Applications may be built or configured, or how Services must be configured. You agree to comply with any such restrictions as specified.<\/p>\n

      End User Support<\/h3>\n

      You are responsible for providing customer service (if any) to End Users. We do not provide any support or services to End Users unless we have a separate agreement with you or an End User for the provision of such services.<\/p>\n

      Monitoring<\/h3>\n

      Tradecloud’s systems are continuously monitored by automated systems and health checks. In the event of any issue that adversely affects the performance, security, reliability, or integrity of the Services, we will receive notification and respond immediately.<\/p>\n<\/div>

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