Logdin

Work smarter, not harder

LOGDIN Support Services Policy

Version: February 2024

Please note that any defined terms are as set out in the SaaS agreement entered into between the Supplier and the Customer unless defined in this policy.

Service Levels

LOGDIN shall use commercially reasonable endeavours to make the Services available 24 hours a day, seven days a week, except for:

  • planned maintenance carried out during the maintenance window of 10.00 pm to 2.00 am UK time; and
  • unscheduled maintenance performed outside Normal Business Hours, provided that the Supplier has used reasonable endeavours to give the Customer at least 48 Normal Business Hours’ notice in advance; and
  • during any periods when the Zoho Components are not available for access and use.

Support Services

In the event Customer experiences difficulties or requires support in using the Services then the following shall apply;

  1. Customer should report any support requirements via ticket through the Logdinhelp website (https://support.logdin.io/portal/en/signin). (Support Request)
  2. Supplier shall respond to the Support Request within 3 hours of receipt of Support Request ticket.
  3. If the Support Request cannot be resolved by email within 1 hour the Supplier shall contact the Customer to arrange a remote access session at a time convenient to the parties to try to identify the nature of Support Request in order to identify whether it arises out of or in connection with the Zoho Components or the Non Zoho Components
  • If the Support Request arises out of or in connection with Non Zoho Components the Supplier shall aim to resolve within 24 hours.
  • If the Support Request arises out of or in connection with the Zoho Components ( or the Supplier is unable to resolve the Support Request under para 6 above) then the Supplier will contact Zoho and Zoho will contact the Customer directly to try to resolve the Support Request within 5 Business Days.
  • If Zoho fail to resolve within 5 Business Days the Customer shall notify the Supplier who will contact Zoho again on Customer behalf within 24 hours.

For the avoidance of doubt the Supplier shall not be liable for any delay or failure by Zoho to resolve the Support Request.