The terms of this Schedule will apply to all software purchases from Cookdown.
1. Introduction
This schedule summarises the support services that any user of a paid edition of Cookdown software should expect to receive from the Cookdown support team. Users of trial software or any software provided on a not-for-resale basis are encouraged to contact the support team if they are experiencing any difficulties with their Cookdown software but such support will always be provided on a best endeavours basis and the commitments from Cookdown described below to provide maintenance and support to specific levels of service will not automatically apply. Any request for support for a free product from Cookdown should be directed to the community support platform, Community Answers, shared by both SquaredUp and Cookdown.
2. Maintenance
If Cookdown creates any updates or amendments to the Software (being integer “major releases”, point “minor releases” and “patches” or corrections of errors) you shall be entitled to receive and use such supplementary software code. The provision of such updates or amendments shall be subject to you having a valid subscription to use Cookdown software and it will be your responsibility to install and apply such updates or amendments
3. Technical Support
Cookdown’s technical support staff can be reached via email, using support@cookdown.com, or you can create a support case online at https://support.cookdown.com. The online support website also provides up-to-date content to assist with installing, using and maintaining the Software.
Cookdown reserves the right not to provide technical support if you are using an old or retired version of the software or if any releases or patches have not been applied to your installation of Cookdown. (For a list of currently supported versions, please refer to support.cookdown.com)
4. Service Level
Cookdown aims to provide exceptional support and treats all support requests with a high priority. As such, our technical support staff endeavour to respond to all requests within seventy two business hour for customers with standard support and twenty four hours for customers who have purchased a Premium Support contract.
Response times are measured from the moment a support request is received, via email or via the online support website, and response times apply during standard working hours only. Our standard working hours are 9am – 5:30pm Monday to Friday (UK time), excluding UK public holidays.
Resolution times are highly dependent on the specific circumstances of each issue and we prioritise our responses to all support cases based on the business impact an issue is having on a particular customer. As a result, we do not guarantee specific service levels in relation to the resolution of an issue but will provide regular updates to you on the progress of any specific ticket if requested to do so.
In the unlikely event that you are ever unsatisfied with the response you receive from the Cookdown support team or we have failed to meet the service levels laid out here then please escalate your concerns to our Director of Product, Bruce Cullen at bruce.cullen@cookdown.com
5. Support Exclusions
Standard support does not include the following:
Product training (this can be arranged separately).
Advice relating to your configuration or usage of the underlying monitoring tools in use such as SCOM or Azure Monitor.
Professional services such as bespoke software development.
Premium Support includes a defined number of credits for use towards product training or professional services. You will find the number of credits granted on your Invoice. Work above these credits is excluded from your contract and will be billed separately.