[{"data":1,"prerenderedAt":214},["ShallowReactive",2],{"/legal/support-policy":3},{"id":4,"title":5,"body":6,"description":205,"extension":206,"meta":207,"navigation":211,"path":208,"seo":212,"stem":213},"legal/legal/support-policy.md","Support Policy",{"type":7,"value":8,"toc":200},"minimal",[9,13,22,27,30,33,49,52,66,74,77,144,149,152,156,159,163,171,175,178,182,188,194],[10,11,12],"p",{},"This policy outlines GalaxyWorks's support practices and resources.",[10,14,15,16,21],{},"Obligations under this policy are incorporated by reference into the\n",[17,18,20],"a",{"href":19},"/legal/terms-of-service","GalaxyWorks Terms of\nService",".",[23,24,26],"h2",{"id":25},"technical-support","Technical Support",[10,28,29],{},"We offer several options for technical support. All GalaxyWorks accounts with an\nactive subscription for Services get Basic technical support. We may offer paid\nupgrade options. The technical support provided by GalaxyWorks support personnel\nin connection with Your use of the Services is available via email. Any email\nreceived outside Support Business Hours will be collected and efforts will be\nmade to respond to Your request per the Target Response Time indicated in the\nbelow Severity Level table.",[10,31,32],{},"Basic technical GalaxyWorks support includes:",[34,35,36,40,43,46],"ul",{},[37,38,39],"li",{},"Answering questions about GalaxyWorks Services",[37,41,42],{},"Advice regarding use of the Galaxy Pro Services",[37,44,45],{},"Resolving any functional errors of the GalaxyWorks Services as a result of\nnonconformity of with respect to the intended function",[37,47,48],{},"Limited support of incorporated tools to ensure their proper operation using\ntest data available from the tool or wrapper authors",[10,50,51],{},"Basic technical GalaxyWorks support does not include:",[34,53,54,57,60,63],{},[37,55,56],{},"Developing and debugging your data analysis tasks or workflows",[37,58,59],{},"Debugging or modifying tools",[37,61,62],{},"Identifying suitable parameters or options for running available tools",[37,64,65],{},"Service customizations",[10,67,68,69,21],{},"Additional help may be available via the Galaxy Project Help, available at\n",[17,70,71],{"href":71,"rel":72},"https://help.galaxyproject.org",[73],"nofollow",[10,75,76],{},"GalaxyWorks will perform the Technical Support only during its Support Business\nHours. GalaxyWorks’s support engineers will use reasonable efforts to provide\nresponses to support tickets in accordance with the following severity levels as\nbelow.",[78,79,80,81],"table",{},"\n  ",[82,83,84,80,105,80,118,80,131],"tbody",{},[85,86,87,88,87,95,87,100,80],"tr",{},"\n   ",[89,90,91,87],"td",{},[92,93,94],"strong",{},"Severity level",[89,96,97,87],{},[92,98,99],{},"Description of Severity Level",[89,101,102,87],{},[92,103,104],{},"Target Response Time (within Support Business Hours)",[85,106,87,107,87,112,87,115,80],{},[89,108,109,87],{},[92,110,111],{},"Severity 1",[89,113,114],{},"Galaxy Pro services are inaccessible or impacted to the point where desired results are unachievable through critical path workflows or workarounds.\n   ",[89,116,117],{},"4 hours\n   ",[85,119,87,120,87,125,87,128,80],{},[89,121,122,87],{},[92,123,124],{},"Severity 2",[89,126,127],{},"Galaxy Pro services are accessible but critical path operations are impacted or degraded requiring workarounds to achieve desired results.\n   ",[89,129,130],{},"24 hours\n   ",[85,132,87,133,87,138,87,141,80],{},[89,134,135,87],{},[92,136,137],{},"Severity 3",[89,139,140],{},"Galaxy Pro services are accessible and critical path workflows are operational, however a defect or problem is reported.\n   ",[89,142,143],{},"3 days\n   ",[145,146,148],"h1",{"id":147},"support-business-hours","Support Business Hours",[10,150,151],{},"Normal GalaxyWorks business hours are weekdays 9am-5pm US Eastern.",[145,153,155],{"id":154},"deprecation","Deprecation",[10,157,158],{},"We will announce if we intend to discontinue or make backwards incompatible\nchanges to the Services. We will always try to give you as much time as possible\nto make any necessary modifications to your workflows or processes. This policy\ndoes not apply to versions, features, and functionality that we label as \"beta\"\nor \"experimental\".",[145,160,162],{"id":161},"documentation","Documentation",[10,164,165,166,170],{},"We may provide documentation for the Services and their use, such as user\nmanuals for the Pro workflows or general features of the Galaxy Pro application.\nVisit ",[17,167,168],{"href":168,"rel":169},"https://galaxyworks.io/",[73]," for access to our\nsupport and documentation resources.",[145,172,174],{"id":173},"monitoring","Monitoring",[10,176,177],{},"GalaxyWorks' systems are continuously monitored by human and automated systems.\nIn the event of any issue that adversely affects the performance, security,\nreliability, or integrity of the Services, we will receive notification and\nrespond as soon as possible.",[145,179,181],{"id":180},"limitations-to-technical-support","Limitations to Technical Support",[10,183,184,187],{},[92,185,186],{},"“Eligible Recipients”"," GalaxyWorks shall have no obligation to provide\nTechnical Support, by any means, to any entity or individual other than You.",[10,189,190,193],{},[92,191,192],{},"“GalaxyWorks Holidays”"," GalaxyWorks shall have no obligation to provide\nTechnical Support during days designated as US federal holidays or shut down\nperiods.",[10,195,196,199],{},[92,197,198],{},"“Technical Support Exemptions”"," GalaxyWorks shall have no obligation to\nprovide Technical Support with respect to any Error resulting from (i) use of\nthe Service other than according to the SLA; (ii) modification of the Service by\nYou or any third party, except as expressly permitted in writing by GalaxyWorks;\nor (iii) any combination or integration of the Service with hardware, software\nor technology not provided by GalaxyWorks.",{"title":201,"searchDepth":202,"depth":202,"links":203},"",2,[204],{"id":25,"depth":202,"text":26},"Definition of support provided by GalaxyWorks in connection with your use of Services.","md",{"slug":208,"date":209,"kind":210},"/legal/support-policy","2021-06-18","legal",true,{"title":5,"description":205},"legal/support-policy",1770463351781]