Support Policy

Version 1.0. Last updated: March 27, 2018

This policy outlines SmartForms support practices and resources.

For the purpose of this Support Policy, you ("you", "User") are a person who creates and manages forms using our Services; your customer ("End User") is the person who is filling out and submits the forms.

Technical Support

All accounts are eligible for technical support.

SmartForms support includes:

  1. Answering questions about SmartForms services and features;
  2. Advice regarding best practices for forms development and use;
  3. Troubleshooting SmartForms services;
  4. Limited support of SmartForms client-side software.

SmartForms support does not include:

  1. Developing your forms;
  2. Developing your integration code;
  3. Debugging custom software;
  4. Performing manual system administration tasks on your behalf.

Support Response Time

All technical support requests will be responded to within 24 hours.

Deprecation

We will announce if we intend to discontinue or make backwards incompatible changes to SmartForms service. We will always try to give you as much time as possible to make any necessary modifications to your applications or processes. This policy does not apply to versions, features, and functionality that are marked as "beta" or "experimental".

Documentation

We provide documentation for the Services and their use. Our documentation may specify restrictions on how Applications may be built or configured, or how Services must be configured. You agree to comply with any such restrictions as specified. Visit https://docs.smartfor.ms for access to our support and documentation resources.

End User Support

You are responsible for providing customer service (if any) to End Users. We do not provide any support or services to End Users unless we have a separate agreement with you or an End User for the provision of such services.

Monitoring

SmartForms datacentres are continuously monitored by automated systems. In the event of any issue that adversely affects the performance, security, reliability, or integrity of the Services, we will receive notification and respond immediately. Check https://status.smartfor.ms for the current status of our services.