LogChimp Priority Support Services Policy

This policy outlines the terms and conditions for providing Priority Support Services provided by Shinkly Private Limited ("LogChimp," "we", "us" and "our"). Priority Support is designed to offer enhanced assistance to our customers, ensuring faster resolution times and dedicated resources for critical issues. This service is available as an optional add-on for lower-tier pricing plans and is included as a standard feature for Enterprise customers.

1. Definitions

• Lower-Tier Pricing Plans: Refers to Pro, Business plans (or equivalent non-Enterprise tiers) where Priority Support is not included by default.
• Administrative Day: is a Business Day consisting of training, volunteer time off, or required attendance at company events.
• Available Hours: means Business Hours on Business Days, except for Administrative Days.
• Business Day: is a day that is not (i) a Saturday or Sunday, (ii) a local statutory holiday, or (iii) any additional holiday or paid time off recognized by LogChimp, in each case in the location of the Designated Support Engineer performing the Support Services.
• Business Hours: means the hours between 9:00 a.m. and 5:00 p.m. Monday to Friday in a time zone supported by LogChimp.
• Support Contact: means a single named individual that is authorized to contact LogChimp to make use of the Support Services.
• Incident: means a single question or issue posed by a Support Contact using the Support Services.

Amendments and Governing Law

We reserve the right to amend this Priority Support Services Policy at any time. Any changes will be communicated to customers receiving Priority Support. Continued use of the Priority Support Services after such changes constitutes acceptance of the updated terms.

This Priority Support Services Policy is governed by and construed in accordance with the laws of India, without regard to its conflict of law principles.