Support Policy

Target Availability

Frankli will use commercially reasonable efforts to make each Service available with an uptime of 99.8% of each calendar month ("Target Availability").

Exclusions - The calculation of uptime will not include unavailability to the extent due to:

(a) use of the Service by Customer in a manner not authorised in this Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Frankli’s reasonable control;

(c) Customer's equipment, software, network connections or other infrastructure;

(d) third-party systems, acts or omissions;

(e) Scheduled Maintenance or reasonable emergency maintenance.

Scheduled Maintenance. "Scheduled Maintenance" means Frankli's scheduled routine maintenance of the Services for which Frankli notifies Customer at least twenty-four (24) hours in advance. Scheduled Maintenance will not exceed eight (8) hours per month. Frankli typically performs Scheduled Maintenance once per month.

Downtime is estimated at approximately 5%, in addition to the maintenance provisions (both scheduled and unscheduled) contained in this Subscription Terms of Service

In the event of extended downtime, Frankli will endeavour to restore service as speedily as possible.

‍Support

For the Customer:

Customer support is provided through the person nominated as the Customers’ account manager during Normal Business Hours. The Customer will be advised of the account manager's contact details and customer success. The person(s) nominated to hold this position may change from time to time.

Response times may vary depending on the support query's nature and third parties' necessary involvement. However, Frankli will endeavour to acknowledge and begin to investigate the Customers’s support query within 24 hours of receipt, where a query is received during Normal Business Hours or within 24 hours of Normal Business Hours resuming. The Customer will be updated regarding progress on support queries received at regular intervals and on the outcome of the query.

For Permitted Users:

Permitted Users of the Web Based Application can access support for technical queries using the ‘Frankli Intercom Chat’ support function within the Web Based Application, the description of which may change from time to time.

Response times may vary depending on the support query's nature and third parties' necessary involvement.

However, Frankli will endeavour to acknowledge and begin to investigate the Authorised User’s support query within 48 hours of receipt, where a query is received during Normal Business Hours, or within 48 hours of Normal Business Hours resuming, and will endeavour to advise the Authorised User of the outcome of their query within a reasonable period of time.