Support Services
Terms and Conditions

Support Service Tiers

Starter Plan

   – User and 2FA management

   – 5 support tickets or 2 hours of  support equivalent per month

   – Weekly batch processing of tickets

   – No SLAs available

 

Professional Plan 

   – All Starter Plus features

   – 15 support tickets or 6 hours of support equivalent per month

   – Monthly Best Practice Audits

   – Subscription management

   – Upgrade management

   – Bi-weekly batch processing of tickets

   – Basic SLA

 

Advanced Plan 

   – All Professional features

   – 30 support tickets or 12 hours of support equivalent per month

   – Monthly lunch and learn sessions (30 minutes)

   – Quarterly review and optimisation session (1 hour)

   – Weekly batch processing of tickets

   – Priority SLA

 

All plans exclude:

– New automation creation

– New form creation

– New board creation

– New dashboard creation

– New process build

– Consultations and meetings

Supplemental Terms and Conditions

  1. Service Description: This support service is designed to assist clients with fixing CRM issues or making slight modifications to existing elements. The service explicitly excludes building new elements, extensive consultations, or meetings.
  1. Communication: Clients must submit support requests via their designated support email address or through the provided support form (if available on their plan). Phone or video calls are not included in this service.
  1. Ticket Submission: Each support request must be submitted as a separate ticket. Tickets should clearly describe the issue or requested modification, providing all necessary details and screenshots where applicable.
  1. Ticket Processing: Tickets will be processed in batches according to the client’s plan schedule. The company reserves the right to prioritise tickets based on urgency and complexity.
  1. Service Hours: Support services are available during standard business hours (9am to 5pm GMT, Monday to Friday, excluding UK public holidays).
  1. Response Times: While we strive to address all tickets promptly, specific response times are only guaranteed for plans with SLAs. Non-SLA plans will be processed on a best-effort basis.
  1. Service Limitations: This service is limited to fixing issues and making minor modifications to existing elements within the CRM. It does not include creating new automations, forms, boards, dashboards, or processes, nor does it include consultations or meetings.
  1. Time Tracking: For plans with hour-based limits, time will be tracked in 15-minute increments. Any unused time does not roll over to the next month.
  1. Overage Charges: If a client exceeds their monthly ticket or hour allocation, additional support will be billed at £75 per hour, charged in 15-minute increments.
  1. Refunds: As this is an ongoing service, refunds are not available for unused tickets or time. Clients may downgrade or cancel their plan for the following month with 14 days’ notice.
  1. Service Changes: The company reserves the right to modify the service offerings, pricing, or these terms and conditions with 30 days’ notice to clients.
  1. Confidentiality: The company agrees to treat all client information as confidential and will not share it with third parties unless required by law.
  1. Liability: The company’s liability is limited to the cost of the monthly subscription fee. The company is not responsible for any consequential damages or losses resulting from the use of this service.
  1. Termination: Either party may terminate this agreement with 30 days’ written notice. Any prepaid fees for unused services will be refunded on a pro-rata basis.
  2. Service Eligibility: This support service is available exclusively to: a) Customers who have recently completed a CRM design and development project with the company. Eligibility begins during the development phase or within one month of the last invoice date for the project. b) Potential subscribers who have undergone a CRM Audit conducted by the company. This audit must establish that the client’s CRM can be reasonably maintained within the scope of this service.
  3. The company reserves the right to decline service to any potential subscriber whose CRM setup falls outside the maintainable scope of this product, as determined by the CRM Audit.


These supplemental terms and conditions should be read in conjunction with our main terms of sale.

https://cohenit.co.uk/

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