Crelate Support Policy

Last Updated October 10^th, 2024

Crelate offers support services to Clients (“Support”) as forth in this Crelate Support Policy (“Support Policy”). Capitalized terms not defined herein have the meaning given to them in the Agreement. Clients may access Support 24 hours per day, 7 days per week using the Crelate Help Center available at https://help.crelate.com or by submitting a support request (a “Ticket”) via our in-app help messenger or by emailing [email protected] or by calling 443-569-8262 (Ext. 2). Support Personnel are available 8:30AM EST to 7:30PM EST, Monday through Friday.

Who May Access Support

Subject to the terms of the Agreement, only Authorized User with Full license Client’s in good standing may receive Support. Other People, including Authorized Users with a Client, Worker, Hiring Manager or Flex Users license should contact their Client Admin to receive Support.

Support First Response Times

While we strive to reply to all support requests within 24 hours, we do not make any promises or guarantees regarding our response times. Submitting a Chat via the in-app help messenger is the fastest way to connect with Support Personnel. Additional Support options, including guaranteed response times, may be available based upon your Subscription or SOWs.

• Urgent – Issues that significantly affect access to, or performance of the Services which have no work around and impact large numbers of users or Clients, or payroll related issues that are blocking payroll runs.
• Non-Urgent – Any other issue or question, including general how to questions, setup, etc.
• Feedback – Feature requests, ideas, suggestions, design changes or other feedback items.

Resolution of a ticket may include a design change request (DCR) which can be logged at https://feedback.crelate.com

Support Personnel

Crelate will perform the Support through qualified employees and/or non-employee contractors (“Support Personnel”) of Crelate for the purpose of completing a Ticket. Support Personnel may include individuals or entities from the United States, as non-embargoed or ITAR prohibited countries.

Client Responsibilities

Client will provide information and cooperation to Crelate as reasonably required for Crelate to provide Support. This includes, without limitation, providing the following information:

1. Timely responses to Crelate support requests
2. Details of the Service(s) that are unavailable or not functioning correctly
3. Impact on Client and/or its Authorized Users or People
4. Event and/or incident time stamps
5. List of steps to reproduce
6. Relevant product URLs, product data, or error messaging
7. Browser console logs, video recordings, or screenshots (if necessary)
8. Permission for account access including Client Content (if required for troubleshooting)
9. Available to engage via co-browsing, or screensharing to progress troubleshooting when necessary

Scope

Crelate Client Support is intended to answer questions, investigate potential issues, manage internal processes related to confirmed defects, provide resources such as help articles, and / or how-to steps. Consultation, training, customer reports, development, and configuration services are available through Crelate Professional Services.

Incident Response

An “Incident” is when Services are materially affecting large numbers of Authorized Users or People with no workaround available. Incidents will be reported on the Crelate Status Page where Client can stay informed of progress.

Exclusions

Crelate will have no obligation to provide Support to the extent the issue arises from: (a) use of the Services by Client in an unauthorized or undocumented manner; (b) general Internet problems, force majeure events or other factors outside of Crelate’s reasonable control; (c) Client’s equipment, software, domain, email, network connections or other infrastructure; (d) any other issue that Crelate, in its reasonable opinion, are outside the scope of Support; or (e) Partner Offers, third party systems, acts or omissions.