AdapTable Support Commitment
Adaptable Tools will respond fully to any support request raised by AdapTable users within 1 UK business day.
Adaptable Tools will diagnose and commit to a timeframe for rectifying issues within 1 UK business day from when a support request has been raised, provided that clients make themselves available for any communication needed to analyse the issues.
Issues will be rectified as soon as practicable. It is greatly preferred if issues are provided via a Support Template including a working example and a full description of the problem.
Adaptable Tools will pass on information to users about issues which could impact on the working of AdapTable (including changes to AG Grid), as soon as it becomes aware of such issues, together with guidance about handling changes in relation to use of AdapTable.
Adaptable Tools will ensure to keep its documentation site fully updated as well as providing support for previous versions of AdapTable.
Adaptable Tools will investigate and advise on all issues which involve the successful operation of AdapTable. However, the company only takes responsibility for rectifying issues within AdapTable itself, including any issues relating to third party software which is integrated into AdapTable.
Adaptable Tools does not take responsibility for issues that may arise with other third-party software which clients may choose to use in conjunction with AdapTable although the company will use its best endeavours to assist clients in addressing such issues.
Adaptable Tools provides a minimum of quarterly releases including bug fixes and product upgrades to ensure that AdapTable continues to work successfully in all reasonable scenarios.
Adaptable Tools recognizes that AdapTable is in use in business-critical systems and understands that clients have the right to terminate if it fails to deliver on the levels of support committed to here.
This support agreement does not apply in these circumstances:
- could reasonably be said to be beyond the agency of Adaptable Tools
- clients have not met payment terms for the licences which they hold
- clients may be in breach of terms with other technologies linked to AdapTable