Basic Support Policy

1. This Support Policy is deemed incorporated by reference in the SeeStone Software as a Service Agreement and unless otherwise defined, all capitalised terms used herein refer to the terms as defined in the SeeStone Software as a Service Agreement. Customer's use of any support provided by SeeStone constitutes acceptance of this Support Policy, and Customer's continued use of such support further constitutes acceptance of any revisions or updates to this Support Policy as SeeStone may make and publish from time to time.

2. SeeStone offers the following support:

   1. "Basic Support" which includes a web-based Information Centre containing guides on publishing destinations, frequently asked questions and other information needed by customers, and assistance on Incidents reported via email to hello@seestone.co.

   2. "Priority Support" will include Basic Support and the following support:

      1. Severity 1 and 2 incidents reported and responded to via phone and Severity 3 incidents reported and responded to via email in accordance with response times as set out in this Policy or the applicable SOW;

      2. Out of office hours.

3. SeeStone will provide support between 9am and 5pm (Australian Eastern Standard Time) Monday to Friday, excluding gazetted public holidays in Australia.

4. SeeStone identifies three (3) incident severity levels which can be summarised below:

   1. Level 1 - Critical: Incidents that cause major disruption or may result in financial loss. Target Response time: 1-4 business hours.

   2. Level 2 -Medium: Incidents that impair functionality but do not prevent continued use of the service. Target Response time: 1-4 business hours.

   3. Level 3 - Low: Incidents with no impact to service. Target Response time: 1 business day.

      *Target Response Time is the duration/time in which SeeStone makes the first contact regarding the request. Please note this is dependent on the timings stated in point 3.

      **Resolution times are targets only; actual times may vary depending on the nature of the incident.

5. Support (whether Basic Support or Priority Support) provided by SeeStone does not include:

   1. any services other than those set out in a SOW signed by SeeStone and Customer

   2. resolution of Incidents caused by (i) unauthorised access or use; (ii) any third party; (iii) customer error; (iv) any changes to Customer’s data input (e.g. account password changes, website upgrades, change in platform or any other changes to Customer's website); (v) any failure to provide SeeStone with sufficient information related to the Incident; or (v) any failure by Customer to comply with The SeeStone Software as a Service Agreement the applicable SOW and/or any other agreement between Customer and SeeStone;

   3. training of staff;

   4. investigation or corrections of errors in services other than the Services;

   5. correction of product data;

   6. support in languages other than English; or

   7. providing service information generally available,

   except that if Customer requests in writing, SeeStone may agree to provide, at a Fee, any of the above-excluded services to be agreed between SeeStone and Customer in a SOW.

6. In reporting an Incident, Customer is to state the following via support portal or in an email sent to hello@seestone.co:

   1. Customer name, and Customer contact person's name and email.

   2. Severity Level.

   3. Description of the Incident, including screen-shots of error messages or what the user sees on the screen.

   4. A description of the impact on Customer's business.

7. SeeStone may charge Customer a Fee at SeeStone’s standard rate for any issue escalated to SeeStone which is not an Incident.

8. SeeStone shall use commercially reasonable efforts to ensure that the Service meets the service levels indicated in this policy with an Uptime Percentage of at least 99.0% (outside of scheduled platform updates). The Customer is to inform SeeStone in writing via email, or via the contact number provided, if SLA's are unmet within 14 days of the month.

   
   

Last updated: 21 August 2025