• Help desk – via help
• prodpad
• com
  ProdPad is to provide support Monday through Friday 08:30am-22:00pm GMT/BST, excluding the holidays outlined in the Appendix for the applicable regions

For clients on the Start up package, limited support hours will be provided between the hours of 08:30am – 17:00pm GMT/BST, unless a critical issue is of concern

Customer responsibilities and/or requirements in support of this Agreement include submitting a request through the available channels and providing a detailed description of the assistance requested
To better aid ProdPad in diagnosing and addressing a customer’s concern, a clearly written description of the problem(s)  should include which specific functionality is being discussed / impacted, the steps that occurred before and/or after issue occurred, and an estimated time frame in which the issue was observed
Screenshots and other descriptive support information is welcomed

Once the Client has provided ProdPad with the requisite notification of the problem, ProdPad shall promptly log the problem and provide the client with a Ticket ID
This Ticket ID will allow the client to refer back to the issue if needed through the online portal at help
prodpad
com

1.3 Response and Resolution Times

Service targets are based on ticket priority, such as low, normal, high, and urgent, as well as the impact the issue has on the overall performance of the platform

The escalation structure is as follows:

• First Line Support: Initial triaging and response to questions and customer feedback
• Second Line Support: Escalation to team with administration panel access
• Third Line Support: Escalation to development team

1.4 Notification of System Availability and Updates

All changes, updates, and fixes will be notified to the client via the Application as well as the Support Help Center at help
prodpad
com

Service Availability and Maintenance

Log monitoring is done using Papertrail with server monitoring done by New Relic
We use Pingdom to monitor availability and responsiveness of the site (available here)  Our aim is to carry out maintenance on the servers as transparently to the user as possible
Standard maintenance occurs over the weekend during the early hours of morning (GMT)
When maintenance will require interruption of service we will provide 1 weeks notice to all customers

In the event of emergency maintenance, we will provide as much notice as possible, but cannot guarantee uninterrupted service

Code is continuously tested and deployed on a daily basis

The ProdPad Service Holiday Calendar is as follows, whereby all service inquiries will be addressed on the first weekday following the holiday:

• Early May Bank Holiday
• Any other official UK Bank Holidays
• Day after Thanksgiving Day