Support Services Policy

This policy sets out the support that Eco Design Growth Environment Limited (company number 13000735) (we and us) will provide to you when you are using our Site as a Seller.

All initial capitalised terms in this policy shall have the meaning given to them in the Edge Seller Terms and Conditions, unless otherwise defined herein.

  1. INTERPRETATION:

    Business Day:  a day, other than a Saturday, Sunday or public holiday in England, when banks in London are open for business.

    Business Hours: 9.00 am to 6.00 pm local UK time, each Business Day.

    Commercially Reasonable Efforts: the same degree of priority and diligence with which we meet the support needs of its other similar Sellers.

    Seller Cause: any of the following causes:

    • any improper use, misuse or unauthorised alteration of the Site or Content Management System by the Seller;
    • any use of the Site or Content Management System by the Seller in a manner inconsistent with the then-current guidance and Policies;
    • the use by the Seller of any hardware or software not provided or approved by us;
    • the use of a non-current version or release of the Site or Content Management System.

    EDGE Seller Terms and Conditions: the terms and conditions to which this policy relates.

    Fault: failure of the Content Management System or Site to operate in all material respects in accordance with the specification and Documentation, including any operational failure or error referred to in the Service Level Table. Examples include (but are not limited to) failures in the Shopfront functionality; unusual discrepancies in the Site or outputs; failures in the reporting functionality or checkout methods.

    General User Support: technical and pastoral support for the Content Management System and the Site in the form of responding to reasonable ad-hoc queries that may arise.

    Good Industry Practice: the exercise of that degree of skill, care, prudence, efficiency, foresight and timeliness as would be expected from a company within the relevant industry or business sector.

    Help Desk Support: any support provided by help desk technicians sufficiently qualified and experienced to identify and resolve most support issues relating to the Site and/or Content Management System.

    Out-of-scope Services: 
    any services provided by us in connection with any apparent problem regarding the Content Management System or the Site reasonably determined by us not to have been caused by a Fault, but rather by a Seller Cause or a cause outside of our control (including any investigational work resulting in such a determination).

    Service Levels: the service level responses and response times referred to in the Service Level Table.

    Service Level Table: the table set out in clause  5.1.

    Solution: either of the following outcomes:

    • correction of a Fault; or
    • a workaround in relation to a Fault.

    Support Period: the Term and the period set out in clause 3.5.4 of the EDGE Seller Terms and Conditions.

    Support Request: request made by you in accordance with this policy for support in relation to the Site or the Content Management System, including correction of a Fault.

    Support Services: maintenance of the then-current version of the Site and Content Management System, including Help Desk Support and General User Support, but excluding any Out-of-scope Services.

  2. Support Services
    1. During the Support Period, we shall perform the Support Services during the Business Hours in accordance with the Service Levels. As part of the Support Services, we shall:
      1. provide Help Desk Support by means of the following telephone number 020 3876 7093 and  e-mail address contact@edgeshop.eco;
      2. monitor the platform (including the Site and Content Management System) to ensure optimal performance;
      3. (where appropriate) provide the Seller with an allocated designated staff member to address their issue at first instance;
      4. use Commercially Reasonable Efforts to correct all Faults notified;
      5. provide technical support for the Content Management System and the Site in accordance with the Service Levels; and
      6. provide General User Support. 
    2. Where Help Desk Support is not provided within the relevant Service Level response time or to the reasonable satisfaction of the Seller, the Seller may escalate its Support Request in accordance with clause 5.  
    3. We may reasonably determine that any services are Out-of-scope Services. If we make any such determination, we shall promptly notify the Seller of that determination.
    4. The Seller acknowledges that we are not obliged to provide Out-of-scope Services.
  3. Submitting Support Requests and access
    1. The Seller may request Support Services by way of a Support Request.
    2. Each Support Request shall include a description of the Fault or General User Support query and, where relevant, the start time of the incident.
    3. All Support Services shall be provided on an off-site basis (such as over the telephone or by e-mail). 
    4. The Seller acknowledges that, to properly assess and resolve Support Requests, it may be necessary to permit us (or our appointed representative) direct access to the Seller’s account.
  4. Availability of Services
    1. We will use Commercially Reasonable Efforts to make the Site available 24 hours a day, 7 days a week, except for:
      1. 1.1.1.planned maintenance carried out during the maintenance window of 10pm to 2am UK time;
      2. 1.1.2.unscheduled maintenance performed outside Business Hours on a working day, provided that we have used reasonable endeavours to give you at least 6 Business Hours’ notice in advance.
  5. Service Levels
    1. We shall:
      1. prioritise all Support Requests based on its reasonable assessment of the severity level of the Fault reported;
      2. respond to all Support Requests, in accordance with the responses and response times specified in the table set out below:

        Severity level of Fault

        Definition

        Service Level response and response time for Faults

        Service Level response and response time for General User Support queries 

        1

        Business Critical Failures: An error in, or failure of, the Site/Content Management System that:

        a) materially impacts the operations or security of the Seller’s business;

        b) prevents necessary work from being done; or

        c) disables major functions of the Site from being performed.

        Level 1 Response:

        Acknowledgment of receipt of a Support Request within 24 hours with a plan to resolve the request in a reasonable timeframe. 

        Level 2 Response:

        We shall:

        a) restore the Site/Content Management System to a state that allows the Seller to continue to use all functions of the Site in all material respects within 24 hours after the Level 1 Response time has elapsed; and

        b) exercise Commercially Reasonable Efforts until full restoration of function is provided.

        Level 3 Response:

        We shall work on the problem and implement a Solution within 24 hours of receipt of the Support Request.

        If we delivers a Solution by way of a workaround reasonably acceptable to the Seller, the severity level assessment shall reduce to a severity level 2 or lower.

        N/A

        2

        System Defect with Workaround: 

        a) a Business Critical Failure in the Site/Content Management System for which a work- around exists; or

        b) an error or failure in the Site/Content Management System (other than a Business Critical Failure) that affects the operations or security of the Seller’s business.

        Level 1 Response:

        Acknowledgment of receipt of a Support Request within 24 hours

        Level 2 Response:

        EDGE shall, within 1 business day after the Level 1 Response time has elapsed, provide:

        a)an emergency Website fix or workaround, or; and

        b) temporary release or update release,

        which allows the Seller to continue to use all functions of the Website in all material respects.

        Level 3 Response:

        EDGE shall provide a permanent Fault correction as soon as practicable and no later than 1 business day after EDGE’s receipt of the Support Request.

        N/A

        3

        Minor Error: 

        An isolated or minor error in the Site/Content Management System that:

        a) does not significantly affect Site/Content Management System functionality;

        b) may disable only certain non-essential functions; or

        c) does not materially impact the Seller’s business performance.

        Level 1 Response:

        Acknowledgment of receipt of the Support Request within 48 hours

        Level 2 Response:

        We shall provide a permanent Fault correction within 2 business days after the Level 1 Response time has elapsed.

        Where reported by the Seller: Acknowledgment of receipt of a Support Request within 24 hours with a plan to resolve the request in a reasonable timeframe.

      3. The parties may, on a case-by-case basis, agree in writing to a reasonable extension of the Service Level response times.
      4. We shall give the Seller regular updates of the nature and status of its efforts to correct any Fault or resolve any General User Support query

  6. OTHER REMEDIES

    If a Solution is not provided within the relevant Service Level response time, you may escalate the Support Request to edge@edgelondon.eco