Take2 Support Policy

Last updated: February 20, 2018

This Take2 Support Policy (“Support Policy”) is incorporated by reference in the Take2 Platform Services Agreement (“Agreement”), available at https://www.take2.co/platform-service or a successor URL (the “Agreement”), entered into between you (“You”) and Take2. Capitalized terms used in this Support Policy that are not defined herein have the meanings given them in the Agreement

Take2 offers customer support for the Services (“Support”) in accordance with the following terms:

1. Support Hours.

Support is provided Monday through Friday, 8am to 8pm CST / CDT. Additional support may be given outside of operating hours as provided by support staff availability.

2. Incident Submission and Customer Cooperation.

You may report errors or other issues with the Services (“Incidents”) by contacting Take2 via the available in-app support link or via email at support@take2.co. You will provide information and cooperate with Take2 as reasonably required for Take2 to provide the necessary support including, without limitation:

  • a. Describing which aspect(s) of the Services that are unavailable or otherwise malfunctioning;
  • b. Describing the impact the Incident has on You;
  • c. Providing the time the Incident began or was noticed by You;
  • d. Providing a list of steps to reproduce the Incident, if known;
  • e. Providing relevant log files or other data;
  • f. Providing the precise wording of any error message.

3. Incident Response.

Take2 personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide response times in accordance with the following:

  • a. Priority Level 1 – The Service is unavailable for You and a large number of clients (Target Response Time: 90 minutes)
  • b. Priority Level 2 – The Service is experiencing degraded performance, or the Incident may potentially have a significant effect on the operation of the Service for You and additional clients (Target Response Time: 8 hours)
  • c. Priority 3 – Your experience of the Service is impacted in a Non-Critical way, but the Service has not experienced a significant or critical impact on performance (Target Response Time: 3 days)

4. Exclusions.

Take2 has no obligation to provide support to the extent an Incident arises from:

  • a. Use of the Services by You in a manner not authorized in the Agreement or Policies;
  • b. General Internet issues, force majeure, or other factors outside of Take2’s reasonable control;
  • c. Your equipment, software, network connections, or other infrastructure; or
  • d. Third party systems, acts, or omissions.

5. Notwithstanding the exclusions set forth in Paragraph 4 above, should Take2 provide support to You in a circumstance where it had no obligation to do so, such provision of Support shall not constitute a waiver of Take2’s right not to provide such Support in accordance with Paragraph 4.