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Effective date: July 2018
Last updated: July 2018
This Support Policy (this “Policy”) should be read in conjunction with the Experian Data Quality (EDQ) Standard Terms and Conditions entered into between EDQ and your organisation. The purpose of this Policy is to describe the availability and level of Technical Support you can expect from EDQ UK&I and your responsibilities to enable EDQ to deliver Technical Support.
Any capitalised terms in this Policy are to be interpreted as defined in the EDQ Standard Terms and Conditions, save where to the contrary below;
| Term | Description |
|---|---|
| Bespoke Products and/ or Integration Services | Bespoke products or services created by EDQ on your behalf, and not covered by this Policy. |
| Country of Operation | The country in which the Platform and Experian Materials are based in. |
| Defect | A fault with the Experian Materials as reasonably determined by EDQ. |
| Escalated Case | A Technical Support case that has been raised with EDQ’s Product development team for the provision of further technical investigation. |
| EDQ Hosted Experian Materials | EDQ Experian Materials or components of Experian Materials that are hosted by EDQ |
| Extended Support | Technical Support beyond the scope of this Policy. |
| Infrastructure Support | The Technical Support EDQ offers in relation to the loss or degradation of service from EDQ Hosted Experian Materials. |
| Initial and On-going Response Times | The time frame in which we will endeavour to respond to your initial request from Support Services, and, where a specific response time window has not been specified, the time interval within which we will aim to communicate regarding your request. |
| Installed Experian Materials | EDQ Experian Materials or components of Experian Materials that have been installed locally. |
| Integrated System | A system that the Experian Materials are integrated into. |
| Interacting Software | Software, hardware or data interacting with the Experian Materials. |
| Live Environment | The Platform, Experian Materials and Interacting Software combination that is currently in use by individuals for operational purposes. |
| Platform | The combination of software and hardware that runs the Experian Materials. |
| Policy | The UK&I Support Policy, this document. |
| Support Location | The Support Services department based in your Country of Operation, or where unavailable, an appropriate technical team. |
| Support Services | The team providing technical support. |
| Target Resolution Time | The time frame in which we will endeavour to resolve an Infrastructure Support call. |
| Technical Support | The support EDQ offer in relation to the Experian Materials as detailed in this Policy and more specifically at section 5 |
| Test Environment | The Platform, Experian Materials and Interacting Software combination used for testing purposes. |
| The EDQ Standard Terms and Conditions | The license terms and conditions agreed at the point of sale of the Experian Materials. |
This policy applies to Experian Materials used in accordance with our obligations and your responsibilities below. This Policy does not apply to products licensed via third parties or for Bespoke Products and/or Integration Services. Experian Data Quality does not provide Technical Support for your Platform, Interacting Software; and any modifications made to the Experian Materials, other than those made by Experian Data Quality (excluding Bespoke Products and/or Integration Services).
We aim to provide Technical Support as detailed within section 5, during the availability periods described within section 4, for the Experian Materials, PROVIDED THAT the request for Technical Support is reasonable.
A request for Technical Support is considered reasonable if:
Our ability to provide Technical Support to the level defined within section 5 will be dependent on ensuring that:
Where Extended Support has been arranged, this Policy will be altered in accord with the Special Terms as agreed between us at the time of purchase.
Technical Support is provided for the Experian Materials for a period described in the End of Service Life Policy.
Technical Support for Experian Materials, via email and telephone, is provided during business hours of the Support Location.
A Technical Support case is a request logged by you with the Support Services department for operational advice for the purpose of resolving your difficulties and queries in using the Installed Experian Materials.
Initial and Ongoing Response Times for Technical Support calls, raised via phone or email, are within 1 business day of the Support Location.
An error correction call is a request logged by you with the Support Services department which results in a Defect within the Installed Experian Materials being identified. Alternatively, an error correction call is a request logged by you to investigate what you believe to be a Defect within the Experian Materials.
Error correction calls are prioritised upon receipt by the Support Services department of the Support Location. The priority levels are defined as follows:
| Priority | Priority description | Initial and Ongoing Response Times |
|---|---|---|
| Priority 1 | A defect within the Installed Experian Materials has caused your Platform or an Integrated System to be unavailable to all users and the inability to use the Platform or Integrated System critically impacts your operations. | 1 business hour |
| Priority 2 | A Defect within the Installed Experian Materials has caused the Installed Experian Materials or a business critical component of an Integrated Systems to be unavailable to all users and the inability to use the Installed Experian Materials or component critically impacts your operations. | 2 business hours |
| Priority 3 | A Defect within the Installed Experian Materials has caused the Installed Experian Materials to be unavailable to a single user and the inability to use the Installed Experian Materials critically impacts your operations. | 4 business hours |
| Priority 4 | A Defect within the Installed Experian Materials has partially limited the functionality of the Installed Experian Materials for one or more users. | 1 business day |
A Technical Support call is a request logged by you with the Support Services department for the operational advice for the purpose of resolving your difficulties and queries in using the EDQ Hosted Experian Materials.
Initial and Ongoing Response Times for Technical Support calls, raised via phone or email, are within 1 business day of the Support Location.
An Infrastructure Support call is a request logged by you with the Technical Support department to investigate a loss or degradation of service from EDQ Hosted Experian Materials.
Infrastructure Support calls for EDQ Hosted Experian Materials are prioritised upon receipt by the Support Services department.
| Priority | Priority description | Initial and Ongoing Response Times | Target Resolution Time |
|---|---|---|---|
| Priority 1 | The complete loss of service from EDQ Hosted Experian Materials. | 30 minutes* | 2 hours |
| Priority 2 | Partial loss of service from EDQ Hosted Experian Materials resulting in ability to function, but at a reduced level. | 1 hour* | 6 hours |
| Priority 3 | Service event related to EDQ Hosted Experian Materials that does not affect ability to function. | 1 business day | 7 business days |
* Initial and ongoing responses for priority 1 and 2 infrastructure calls may be made via non-direct means, such as an online status page.
The priority assigned to Installed Experian Materials error correct calls and EDQ Hosted Experian Materials Infrastructure Support calls is at our sole discretion and is based on our understanding of the Defect or service event.
If you are unsatisfied with the priority that has been assigned to your call, you are entitled to discuss the priority assignment with the manager of the Support Services department.
| Country of Operation | Support Location, Language and Hours of Business |
|---|---|
| United Kingdom and Ireland | Technical Support is provided in English from Experian (Data Quality) offices in London between 08:30 and 18:00 Monday to Friday, except England and Wales Public holidays. |
