Pugpig Support Policy
Written by Benji Weiser
Updated at May 7th, 2024
A.1 - Customer Data Storage. Each Customer has up to 100GB of Data Storage available per App. Kaldor reserves the right to charge the Customer at a reasonable rate for additional Data Storage used by the Customer.
A.2 - Availability. Kaldor shall use commercially reasonable endeavours to make the Pugpig Service available 99.9% of the time, 24 hours a day, 7 days a week, except for:
- i) Maintenance carried out during the maintenance windows published on the Pugpig Developer Site from time to time, during which time the Pugpig software may be updated or upgraded and the Hosting infrastructure may be updated or upgraded;
- ii) Unscheduled maintenance performed outside Normal Business Hours provided that the Supplier has used reasonable endeavours to give the Customer at least 4 Normal Business Hours’ notice in advance.
- iii) Defects or downtime caused by changes made by the Customer to the Pugpig software code or the creation of new custom code by the Customer;
- iv) Downtime due to events outside Kaldor’s control.
A.3 - Back-up Policy. Kaldor shall use commercially reasonable endeavours to perform daily data and content back-ups on a 7 day retention cycle, with retained back-up on the 1st and 15th day of each month on a monthly retention cycle.
A.4 - Defect correction service levels. The Customer may notify defects and any other issues with the operation of the Pugpig Software or Pugpig Service to Kaldor via the following email address: support@kaldorgroup.com. Kaldor will use commercially reasonable efforts to correct defects in the Pugpig Service and the Pugpig Software during Normal Business Hours according to the following levels:
Type - Priority |
Response |
Timeframe |
|
Defect - Critical priority (app or site does not function at all, due to platform defect) |
Initial response within 1 working hour |
Immediate action (assuming business hours) Resolution attempted as soon as possible |
|
Defect - High priority (app or site severely functionally compromised due to platform defect or operation of service is severely degraded) |
Initial response within 2 working hours |
Action within 2 working hours from initial response Resolution attempted within 1 business day |
|
Defect - Medium priority (platform exhibits functional defect or non-essential service features are impaired) |
Initial response within 4 working hours |
Action within 4 working hours from initial response Resolution attempted within 2 business days |
|
Defect - Low priority (platform exhibits cosmetic defects or no impact on the normal service operation) |
Initial response within 2 working days |
Action within 2 working days from initial response Resolution attempted within 5 business days |
Feature request |
Initial response within 4 working days |
Feature prioritised against product roadmap |
A.5 - “Normal Business Hours” .
For Kaldor Ltd customers, means 0900-1800, UK time, on Mondays to Fridays except for days which are public or bank holidays in England.
For Kaldor US Ltd customers, means 0900-1800, Eastern Time, on Mondays to Fridays except for days which are public holidays in the state of New York.
A.6 - Subscription Change Requests. The Customer may give notice to Kaldor to change its Subscription in accordance with terms of the Pugpig Customer Agreement by emailing to the following email address: support@kaldorgroup.com
A.7 - New Product Features. Requests for new product features may also be sent to support@kaldorgroup.com at which point they will be evaluated and, if appropriate in Kaldor’s sole discretion, placed on the relevant Pugpig roadmap.