About this support policy

This policy describes what support you can expect from us in regards to Support Hive Service.

If you have questions about this Support Policy, please Contact us before using Support Hive. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes.

• Support Hours
• What Our Support Service Covers
• What Our Support Service Does Not Cover
• Bug Fixing
• Customization
• Supplementary Glossary

Support hours

Standard support is provided within standard business hours (9:00 AM - 5:00 PM) Monday - Friday. Help requests will be periodically monitored outside of these hours and responses provided in the event of an emergency.

What Our Support Service Covers

Remote support is provided within the cost of your subscription and is availble to all users through the helpdesk. Support includes usage advice, improvement suggestions and customization requests.

What Our Support Service Does Not Cover

Our Support Service is limited to the use of Support Hive and excludes technical support or repair to devices used to access the software. Data entry is not included within your subsciption, please request a quote if required.

Bug Fixing

We will fix any defects in Support Hive as quickly as possible after they are brought to our attention. We will also try to provide a solution via helpdesk for smaller defects or errors as a precursor to a more substantial update. If you think you have found a bug, please let us know.

Customization

Customization of Support Hive is provided at our discretion. Requests can be made through the helpdesk. Customizations will be made available to all users and not 'owned' by the requestee.

Supplementary Glossary

“Helpdesk” means the Support Service interface on our Website, accessible at https://support-hive.co.uk/access/help