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Service and Support Terms

At Visorway, our support terms ensure timely assistance through detailed documentation and responsive email support during Swiss business hours. We’re committed to providing reliable service and continuously improving our support resources to meet your needs.

Last updated on 1.1.2025

Support and Service Level Terms

Except for Evaluation Customers, these Support and Service Level Terms form part of your agreement with Visorway. Capitalized terms used but not defined in this document carry the meanings assigned to them in the Terms.

1. SUPPORT.

1.1. Visorway offers support through its Documentation and email communication via [email protected], monitored during standard Swiss business hours. We aim to respond to support requests within two business days, taking reasonable care to address inquiries promptly.

1.2. As part of our commitment to continuous improvement, we regularly enhance our support resources and will notify you of any updates to this aspect of our services.

2. SERVICE LEVELS.

2.1. Visorway will take commercially reasonable steps to ensure the Services are available at least 99.5% of the time each calendar month (the “Availability Commitment”).

2.2. The “Monthly Uptime Percentage” is calculated as:

([Total number of minutes in the calendar month] - [Total minutes of Downtime in the calendar month]) * 100 / [Total number of minutes in the calendar month].

“Downtime” refers to any event within Visorway’s or its subcontractors’ reasonable control that results in the Platform becoming generally unavailable to Your users.

2.3. If the Monthly Uptime Percentage falls below the Availability Commitment, You may request a “Service Level Credit.” This credit is calculated as a percentage of your Per Seat Cost (as specified in your Order Form) multiplied by the number of Seats in the affected month, based on the chart below. Service Level Credits are your exclusive remedy for uptime failures and must be requested within 10 days following the end of the affected month.

Monthly Uptime Percentage Service Level Credit Percentage
99.5% or higher None
Under 99.5% but ≥ 99% 10% of the Per Seat Cost in the relevant month
Under 99% but ≥ 95% 25% of the Per Seat Cost in the relevant month
Under 95% 50% of the Per Seat Cost in the relevant month

2.4. Service level adjustments do not apply in the following cases:

  • 2.4.1. Failures of equipment or software under Your control.
  • 2.4.2. Issues with Your or Your users’ ability to connect to the Internet.
  • 2.4.3. Failure to use the Platform as specified in the Documentation.
  • 2.4.4. Events classified as Force Majeure.
  • 2.4.5. Use of the Platform for unpaid or evaluation purposes.