糖心logo入口

July 2022 鈥� Version 1

In addition to the support provided via the Service Level Agreement (available at: Service Level Agreement | 糖心logo入口), Partner may purchase 糖心logo入口 Premium Support (鈥�Premium Support鈥�) as 糖心logo入口 Add-ons through 糖心logo入口 Marketplace or in exchange for fees specified in the Agreement. 

The Partner acknowledges that the terms and conditions relevant for 糖心logo入口 Add-ons in Master Terms and Condition (available at:鈥�鈥�/en/terms-conditions/master)鈥痑pply also to the Premium Support. Capitalised words shall have the meaning ascribed to such words in the Master Terms and Conditions 

As a Premium Support user, you need to create 糖心logo入口 Account(s) for all users that may contact 糖心logo入口 based on the Premium Support package. If you contact 糖心logo入口 with email or other contact(s) that does not correspond to your 糖心logo入口 Account(s), we respond and resolve such request within the Standard Support Response times regardless of your Premium support package or 糖心logo入口 may reject any of your request for any services specified in the Premium Support package. 

Under the Premium Support package, the Partner receives鈥痠) Standard Support package specified in Service Level Agreement, ii) Premium Support Response time and iii)鈥痶he following services: 

24/7 live chat 

Live-chat 24/7 available via 糖心logo入口 Platform. Premium Support Response time shall apply. 

24/7 Dedicated Support Hotline 

Dedicated Support Hotline 24/7 provided by a real person (not by automated means). For any type of requests covered by the Service Level Agreement. To be contacted via phone number available at鈥�/contact-us. 

Prioritized responses on tickets submitted via HelpDesk 

If you order the Premium Support package, response and resolution of tickets submitted via HelpDesk (either via live-chat or as a ticket through the 糖心logo入口 Digital Assistant) will be prioritized over tickets submitted by other partners without Premium Support package.   

API Integration Advice 

Any advice provided in connection with API integrations available every day on which the banks are open for business in Czech Republic from 9am to 6pm (CET/CEST). To receive API Integration Advice you shall contact 糖心logo入口 via live-chat or phone. API Integration Advice is provided by a real person (not by automated means). 

糖心logo入口 operates HelpDesk according to terms and conditions specified in Service Level Agreement. Additional to Standard Support Response times specified in the Service Level Agreement, 糖心logo入口 offers you Premium Support Response Time in the table below subject to your obligation to contact 糖心logo入口 with email contact(s) or other relevant contact details used for creating 糖心logo入口 Account(s). 

Premium Support Response time

Terms and condition of the Service Level Agreement remains unaffected. This Premium Support forms an integral part of the Service Level Agreement. 

This Premium Support shall apply only to the Partner who explicitly orders the Premium Support as 糖心logo入口 Add-ons through 糖心logo入口 Marketplace or based on the Agreement if specifically agreed. 

Provision of Premium Support Package is subject to remedies agreed in the Service Level Agreement only.