Support Services Policy
During the whole contract duration, customers have access to the Kadiska CSM (Customer Success Management) team to report any issue they may encounter with the product. This support service is delivered through the chatbot that is integrated in the Kadiska platform interface.
If you do not wish to use this communication tool, you can also send any support request to the CSM team via email (firstname.lastname@example.org).
Standard Service Level Agreement
Although no response times are guaranteed, Kadiska will use commercially reasonable efforts to respond to such support requests within 24 hours.
Kadiska may delegate the performance of certain portions of the Support to third parties, but will remain responsible to Customer for delivery thereof. In the event any Support is not performed with reasonable skill, care and diligence, Kadiska will re-perform the Support to the extent necessary to correct the defective performance, and Customer acknowledges that re-performance shall be Customer’s sole and exclusive remedy for any defective performance. Notwithstanding the foregoing, if Customer has purchased the Services through an authorized Kadiska reseller, such reseller shall be responsible for Tier 1 support and any other support terms set forth in Customer’s subscription with such reseller.