This EasyPost Support Services Addendum (the “Support Addendum”) applies with respect to EasyPost’s provision of, and Customer’s receipt of, the below described support services for the Covered Offerings (“Support”). Capitalized terms used but not defined in this Support Addendum will have the meanings given to them in the Terms (the “Agreement”).
- Covered Offering. This Support Addendum will apply with respect to Support for supported EasyPost Products and Services (“Covered Offerings”).
- Base Support. For all purchased Covered Offerings, Customer will additionally receive the following: (i) technical support within normal business hours, excluding EasyPost corporate holidays and national holidays via a support ticket; (ii) access to Telephone Support as defined below; and (iii) an escalated process for emails received from a domain address associated with Customer access to an escalated process for emails received from a domain address associated with Customer. For non EasyPost APIs Products and Services, access to Telephone Support as defined below.
- Business Hours. EasyPost’s normal business hours are Monday through Friday, 8:00 a.m. through 6:00 p.m. MT, excluding EasyPost corporate holidays and national holidays (“Business Hours”).
- Submitting a Support Ticket: Customer may submit a support ticket at https://support.easypost.com/hc/en-us/requests/new or by sending an email to EasyPost support support@easypost.com. Each support ticket must include the following information to be valid:
- Customer Contact name
- Site location for the affected EasyPost Products and Services
- Telephone number for returned call (for Severity P1, as defined in Section 6)
- A detailed description of the problem and how to reproduce it
- Any steps taken to resolve or troubleshoot the problem
- Response Times: All Support Tickets will be subject to a Target First Response Time of 4 hours during Business Hours.
- Note: EasyPost is unable to provide target resolution times for any issues or errors that are caused by the Customer’s systems or a third-party provider carrier or their systems. When EasyPost Support determines that a reported issue or error is the result of Customer’s systems or such third party’s systems, EasyPost will use reasonable efforts to communicate with Customer and/or such third party and work to restore functionality.