This Support Policy describes the support and Success Plans that PUSHTOPIC LLC ("PUSHTOPIC") provides for the Data Sync Pro Services — who is eligible, when support is available, and the targets we work to. It is updated from time to time.
01Scope & eligibility
- Standard support is included at no additional charge with every paid Data Sync Pro plan (Purchased Services).
- Premium is a standalone Success Plan available on the Business plan and up, as described in Section 06.
- Free Services and free trials are not supported. They are provided "as-is" without support, consistent with Sections 2.4 and 2.5 of the MSA.
02Support hours & channels
Support requests are submitted by email to support@datasyncpro.io. Premium customers additionally receive a priority queue.
"Business day" means Monday through Friday, excluding public holidays observed at PUSHTOPIC's principal place of business. "Business hours" (also referred to as PUSHTOPIC's standard support hours) means 9:00 a.m. to 6:00 p.m. local time at PUSHTOPIC's principal place of business on a Business day. Response targets are measured only during Business hours.
03Request severity
Severity applies to Premium response targets. The Standard plan uses a single response target for all requests regardless of severity.
- Critical — production use of the Services is materially impaired or unavailable and no reasonable workaround exists.
- Normal — all other questions and requests, including configuration help, "how-to" questions, and non-urgent issues.
04Response targets
"Acknowledgment" means PUSHTOPIC's initial human response confirming receipt of a request and that work has begun. Acknowledgment targets are not resolution-time commitments; PUSHTOPIC uses commercially reasonable efforts to resolve requests based on their nature and severity.
| Acknowledgment target | StandardIncluded | Premium25% of license |
|---|---|---|
| Critical requests | Within 2 Business days | Within 4 Business hours |
| Normal requests | Within 2 Business days | Within 1 Business day |
Targets are measured during Business hours from PUSHTOPIC's receipt of a complete request that includes the information reasonably needed to investigate.
05What each plan includes
| StandardIncluded | Premium25% of license | |
|---|---|---|
| Support access | Email · priority queue | |
| Acknowledgment target | 2 Business days | 4 Business hours critical · 1 Business day normal |
| Onboarding | Self-service guides | Onboarding sessions |
| Health checks | — | Semi-annual review |
| Solution architect | — | Up to 4 hr / month consults (extendable on request) |
| Dedicated contact | — | Named Customer Success Manager (CSM) |
07What support does not cover
Support does not extend to issues that do not arise from the Services themselves, including, for example:
- Unavailability, degradation, throttling, or failures arising from Salesforce Platform Limits applicable to Customer's org (see MSA Section 2.1(c)) — these are resolved by Customer addressing the underlying org condition.
- Non-PUSHTOPIC Applications, custom code, or other software installed in Customer's org.
- Customer configuration, data, or use of the Services not in accordance with the Documentation.
- Downtime of Salesforce.com or other circumstances beyond PUSHTOPIC's reasonable control.
- Beta Services, Free Services, and free trials, which are provided "as-is."
08Relationship to the MSA
This Policy is part of the Documentation and supplements, but does not replace, the Master Subscription Agreement. In the event of any conflict or inconsistency, the order of precedence in MSA Section 11.3 applies: the applicable Order Form first, then the MSA, then this Policy.
09Changes to this Policy
PUSHTOPIC may update this Policy from time to time. When we do, we will revise the effective date and version above and, for material changes, take reasonable steps to notify affected customers.
10Contact
Questions about support or your Success Plan? Email support@datasyncpro.io.