The Product specific terms are intended to highlight some of the important things about using our services. The product specific terms form a part of our general terms of use.
Email and In-App support is available and questions can be sent in at all times. We attempt to respond to questions within one business day and respond typically faster.
We do not promise or guarantee a specific response time since temporary periods of high load might occur.
Phone or video chat support is provided in our paid subscriptions and are available from Monday-Friday 8am-6pm CET.
Please note that these hours may be reduced from time to time during holiday periods and company wide designated rest periods and conferences.
We may limit access to support if we determine that you are acting or have acted in a way to results in the misuse of the support service or abuse of our representatives.
We will endeavor to achieve a Service Uptime of 99.95% for our Subscription Service each calendar month, using commercially reasonable efforts. Our system records will serve as the basis for all uptime calculations. Should the Service Uptime drop below 99.95% for two or more consecutive calendar months, as the sole and exclusive remedy, the Customer is entitled to a credit. This credit will correspond to the pro-rated fees for the period of downtime, calculated across the months where the uptime was below the stated percentage. This credit will be applied to future Subscription Term charges, provided that the Customer requests the credit within twenty (20) days following the month in which the 99.95% Uptime was not met. It is important to note that this 'Service Uptime Commitment' does not extend to our Free Services.
"Service Uptime" means (total hours in calendar month - Excluded duration - Downtime duration) / (total hours in calendar month - Excluded duration ) x 100% = Service Uptime.
"Excluded" refers to situations where unavailability arises from factors outside our reasonable control. These include, but are not limited to: (i) acts of government, emergencies, natural disasters such as floods and fires, civil unrest, acts of terror, strikes or labor issues not involving our employees, or any other unforeseen major events; (ii) issues caused by the Customer’s use of the Subscription Service in conjunction with hardware or software not provided by us, or not officially recognized by us as compatible; (iii) service interruptions or delays stemming from failures of telecommunications or internet service providers outside our control, as verified by our external website availability monitoring service; (iv) any downtime resulting from the Customer’s misuse, improper handling, modification, or physical damage of the Subscription Service; and (v) periods when the Subscription Service is unavailable due to necessary maintenance performed by us.