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Platform Support & Availability Agreement

Updated: 14th October 2020

This Platform Availability Agreement (PSAA) is a part of the Agreement between UserTribe and the Customer. Capitalised terms used but not defined in this PSAA will have the meaning assigned to them in the SLA.




Friendly, efficient, and educated support is a part of UserTribe’s culture, and we do what we can to give our customers an answer within minutes after their request. The basic UserTribe Support Level is “Standard”. UserTribe offers “Priority” support to our customers with a CX Enterprise agreement.




“After Hours Support Request” means a Support Request requiring UserTribe to provide support outside business hours.

“Business Days” means any day other than a weekend and public holiday in Denmark.

“Business Hours” means 9 a.m. – 4:00 p.m. CET on business days.

“Downtime” is the total accumulated minutes during which the Services are unavailable or inaccessible. Downtime does not include unavailability of the Services due to factors outside UserTribe’s reasonable control, including, without limitation, force majeure events and network, Internet, or other access or availability problems beyond the demarcation point of UserTribe.

““Machine Learning and AI Systems’ means systems that use mathematical models algorithms to automatically predict the Result(s) of specific tasks; this includes voice-to-text transcription, topic tagging, sentiment analysis, facial expression analysis and translation.

“Maximum Available Minutes” is the total accumulated minutes from 0:00 a.m. – 12:00 p.m., CET, Monday – Sunday.

“Platform” means the UserTribe Insights Hub available as Software as a Service on

“Priority Support” means Customer has a direct phone number to UserTribe’s Customer Success team and you will, as a customer, get a response with first priority.

“Response Time” means four (4) hours or less during Business Hours for the first reply time (the time between the Customer submits a request to UserTribe support and the first reply by UserTribe support to the Customer).

“Results” means the outcome of a prediction made by the available Machine Learning and AI Systems.

“Standard Support” means support via chat or email within Business Hours and self-service support using UserTribe’s online Help Center.

“Support Request” means a request for support by Customer filed with UserTribe under the terms of this PSAA to fix a defect in the Services or that involves support regarding the functionality of the Services.

“Uptime Commitment” means the provision of the Services with an Uptime Percentage of at least 99.9%.

“Uptime Percentage” is calculated using the following formula:


Maximum Available Minutes – Downtime X 100
Maximum Available Minutes

“Uptime Service Credit” is the percentage of the applicable Annual Fee credited against future invoices to Customer following UserTribe’s claim approval as set forth below:


Yearly Uptime Percentage

Uptime Service Credit

Above or equal to 99,9% None
99,8%-99,0% 5%
98,9%-95,0% 10%
94,9%-90,0% 20%
89,9%-80,0% 25%
79,9 or less 50%



Request & Response


Support Requests are organized via a Software as a Service (SaaS)-based Help Desk. UserTribe’s Help Desk tracks all problem reports, inquiries, or other types of calls received by the UserTribe support team. Furthermore, it also contains logs of all activities related to each Support Request.

Customer can submit a Support Request by using the chat in the Usertribe software or by sending an e-mail directly to Customer with Priority Support will have a direct phone number to UserTribe’s Customer Success team.

Support Requests are accepted by the UserTribe support team within Business Hours. UserTribe will strive to deliver a Response Time for any support request lodged by Customer under this Agreement. All Support Request received outside Business Hours will be handled on the following Business Day. On the first in-person response, the UserTribe support representative classifies the Support Request, requests additional information if needed, and informs Customer that the Support Request is being reviewed by UserTribe’s support staff.

Customer must document the nature of the problem and provide all information required by UserTribe to open and process the Support Request.

After the first response, the UserTribe support team will keep Customer informed on the status of the Support Request (e.g. steps taken, the estimated resolution time if possible to provide, and any necessary request for cooperation from Customer)


Request processing


The resolution time begins when the Support Request (i) is logged within UserTribe’s support Help Desk, (ii) with all the required information; and (iii) an appropriate procedure has been started.

Once a Support Request has been completed, the completion will be stored and reported in UserTribe’s Help Desk, together with UserTribe’s response and resolution time (start/end).




In the event UserTribe does not meet an Uptime Commitment during any annual period, Customer has the right to claim an Uptime Service Credit. In order for UserTribe to consider a claim, Customer must submit the claim by emailing UserTribe at and citing the applicable annual period that the Uptime Service Credit is claimed against. The Service Credit shall be deemed waived unless UserTribe receives the foregoing email request claiming an Uptime Service Credit within thirty (30) days of the end of the applicable annual period.

UserTribe will evaluate all information reasonably available to it and make a good faith determination of whether any Uptime Service Credit is owed. If UserTribe determines that an Uptime Service Credit is owed to Customer, UserTribe will apply such Uptime Service Credit to payment of Fees in the following annual period in which the Uptime Service Credit was earned.

Uptime Service Credits are Customer’s sole and exclusive remedy for any availability issues with the Services, and will not entitle Customer to any refund or other payment from UserTribe. Customer may not unilaterally offset its Annual Fees for any availability issues.


Accuracy of information


While UserTribe uses reasonable efforts to ensure the Result(s) of Machine Learning and AI Systems are accurate, UserTribe makes no warranties or representations as to the accuracy or completeness of the Result(s) or the reliability of any insight, advice, opinion or other information displayed or distributed through this Platform.


New functionalities & upgrades


New functionalities, as well as modifications and upgrades, will be presented to Customer via newsletters sent via email or product tours on the UserTribe software and the information can also be found in UserTribe’s Help Center.

To reduce downtime, and when possible, UserTribe will carry out most upgrades from 6:00 a.m. – 11:00 a.m. CET. Upgrades may include operating system upgrades, service upgrades, software upgrades, server upgrades, and any other upgrade as necessary. Scheduled downtime will not be counted towards the total percentage of uptime guaranteed.