Our Support Promise to you
Our goal is to provide you the very best event preparation and live event services. As our Platform and Services grow and evolve, so will the breadth and type of support we provide. While the details in this Service Level Agreement (“SLA”) may change from time to time, we promise that any such changes will still deliver the same value we committed to provide from the outset. Sometimes that means replacing a type of support service with a more meaningful or suitable one. Or sometimes that means adding a support service to support new features on the Platform. If we do make a change to this SLA, we will give you reasonable advance notice (and always at least 30 days) before the change is effective. Regardless of the change, our commitment to delivering the value of the support you purchased will not waver.
What this document covers
Account Services are the support and training services provided by the FLOOR Customer Success Team before and after your first Event.
Live Event Services are the live support services provided by the FLOOR Customer Success Team and Global Support during your first Event and any subsequent Events for which you have pre-purchased at least 1,000 Registrations (each a “Covered Live Event”). You must pre-purchase the 1,000 Registrations AND request Live Event Services at least four weeks before your Event start date.
Global Support is the email and chat support provided by the FLOOR Global Support Team 24/7, every day of your subscription. Find them (and helpful support articles) at FLOOR Support at https://help.10times.com/en/. Visit those pages often because we frequently post feature updates!
If you cannot find an answer, use the chat bot for your query. We try to address all tickets within 24 working hours
Your designated FLOOR Customer Success Manager (“CSM”) will be assigned once your FLOOR subscription is live. They would be responsible for the overall management of your FLOOR experience and will be available during 0900 am to 1730 pm Monday to Friday in the time zone of your CSM, excluding locally recognized holidays (“Normal Business Hours”). We will make every reasonable effort to provide one suitable for your preferred time zone.
“Designated Event Contacts” are those individuals that you define/ assign and Floor acknowledges are designated as authorized recipients of support under this SLA, as identified by their name and email address, or other account information accepted by FLOOR. FLOOR will only be obligated to provide Account Services to a Designated Event Contact(s). Support for non-Designated Event Contacts will be at FLOOR's sole discretion.
Your CSM will be primarily responsible for coordinating and providing support, training, and strategic planning to Designated Event Contacts during Normal Business Hours. This includes quarterly Event calendar reviews with your Designated Event Contacts to help you plan your Events and ensure ongoing success.
Outside of Normal Business Hours, You can always contact the FLOOR Global Support Team who are available 24/7, 365 days a year. Floor has you covered around the clock.
Note: Currently, support is provided in English language only. However, we do our best to accommodate other language support on an ad hoc basis.
Live Event Services
Our Live Event Services are live and real-time support during your Covered Live Events.
90 minutes Event Set up Session
30 minutes Tech Rehearsal
Two Speaker Dry Runs 30 minutes each
One Pre-Event Check-in
During Covered Live Event:
CSM joins for the first hour of the first day of your Covered Live Event
Live Event Email support
Live Event Chat support
Live Event Email Support. Designated Event Contacts can request Live Event support by emailing firstname.lastname@example.org from their email account on record. The request must include sufficient detail, material and information to enable Floor to properly investigate and duplicate any problem. We will make commercially reasonable efforts to respond within five minutes.
Live Event Chat Support. Designated Event Contacts can also request Live Event support through the online chat feature in the support pages of the Platform. The chat request must be from a Designated Event Contact to identify them as a priority support recipient (via login or their email address). We will make commercially reasonable efforts to respond within five minutes.
Note: For the first-time users (FLOOR clients), whose events are not covered under ‘Live Event Services’, one-time pre-event preparation support can be provided for 90 minutes to help setup and do a dry run. This is provided on request and on the basis of availability of support team.
AVAILABILITY - Live Events Only
Floor endeavors to maintain 99.5% uptime service Availability (“Availability Target”) where “Availability” is calculated as the total minutes that the Platform was available to stream your Live Event, less Excluded Downtime (defined below), divided by the total minutes that your Event was scheduled to take place on the Platform (“Event Time”).
“Excluded Downtime” means any disruption, unavailability or inoperability:
(a) Directly or indirectly caused by you
(b) Due to unforeseeable circumstances
(c) Due to foreseeable circumstances but despite Floor’s commercially reasonable measures to prevent were not within our ability to fully prevent (including but not limited to widespread internet disruptions, interruption of services by our service providers such as AWS and that was not caused by Floor, and malicious third party acts)
(d) Emergency security measures.
In all the above cases, FLOOR will liaise with you and applicable third parties, to assist to the best of our ability, to re-establish availability as soon as practicable. Floor will update You with status no less than every 30 minutes for full outages, and no less than 60 minutes for partial outages.
If the Availability falls below 99.5% during your Live Event, the following remedies will be made available to you in the form of service credit [service credit refers to cost paid for availing the service, and takes into account the checkins (logged-in registered users)]:
Floor cannot guarantee that all faults or defects in the Services will be resolved within a specified period of time, or that any support request, defect or fault will be corrected.
How to Redeem Service Credits
You must request to redeem any service credits within 30 days after the end of the calendar month during which you experienced an affected Event with sufficient details regarding the applicable Service Credits. If verified by Floor, Floor will credit the Checkins to your account.