Support Terms
Last updated: March 18, 2025
At Uhuu AG ("Uhuu", "we", "our"), we believe in providing responsive, effective, and professional support to help our customers succeed with our platform. This Support Terms Appendix ("Appendix") outlines how we deliver support, what we support, and your role in the support process. It applies to all customers with an active and fully paid subscription, as per the corresponding Agreement and Order Form.
For real-time service updates, visit our Status Page.
1. Key Definitions
- Business Days: Monday–Friday, excluding Swiss public holidays.
- Business Hours: 9 AM–5 PM Central European Time (CET/CEST), Monday–Friday.
- Customer: A person or organization authorized to use Uhuu's platform.
- End User: A person visiting the Customer’s website or application powered by Uhuu.
- Help Request: General question submitted to Uhuu Support.
- Incident: A material issue preventing the platform from functioning as documented, not caused by custom code or third-party components.
- Ticket: A written Help Request or Incident submitted through Uhuu’s designated support channels.
- Priority Level: Severity of an Incident, from Level 1 (urgent) to Level 4 (low).
- Excluded Events: See Section 5.1.
- Self-Service Resources: Tools provided to help Customers resolve issues independently.
- Services: Uhuu’s web-based SaaS platform, excluding beta, demo, third-party components, and custom implementation deliverables.
2. Supporting Your End Users
Customers are responsible for supporting their own End Users. If an issue cannot be resolved internally, Uhuu Support is available for verified Customers during Business Hours.
3. Self-Service Resources
Uhuu provides the following resources for self-guided help:
- Documentation: Guides, setup instructions, and reference materials.
- Knowledge Base: Articles, common issues, FAQs, and step-by-step walkthroughs.
- Community Forum: Peer-to-peer support and discussions. Participation is voluntary and community-led.
- AI Assistant: Automated chatbot for quick answers and assistance.
4. Submitting a Support Ticket
4.1 Reporting Incidents
Report issues as soon as identified, with an initial assessment of the priority level. We’ll collaborate to confirm or reassign the priority.
4.2 Submission Channels
Submit tickets via:
- Email: mail@uhuu.io
- Web form (accessible via your account dashboard)
4.3 Priority Levels
| Level | Description |
|---|---|
| 1 – Urgent | Platform is completely inaccessible or non-functional for all users; no workaround exists. |
| 2 – High | Major service degradation or partial outage impacting many users; no workaround. |
| 3 – Medium | Issues affecting non-critical functions or some users. Workaround may be available. |
| 4 – Low | Minor impact, usability issues, or documentation errors with minimal service effect. |
Note: Uhuu may adjust the level depending on updated conditions or temporary resolutions.
5. Excluded Events & Customer Responsibilities
5.1 Excluded Events
Support does not cover issues resulting from:
- Force Majeure (e.g., internet outages, power failures)
- Third-party services or custom scripts
- Beta or trial environments
- Failures to follow our documentation
5.2 Customer Obligations
To receive timely support:
- Provide all requested information (logs, screenshots, timestamps, users affected, etc.)
- Respond promptly to follow-ups
- Consolidate communication in the same ticket thread
- Ensure qualified personnel are available for Level 1 issues
6. Specific Support Scenarios
6.1 Billing Issues
Contact us before disputing charges with your payment provider. Disputed accounts may be suspended until resolved. Billing correction requests must be submitted within six (6) months of the invoice date.
6.2 Domain Services
Domain purchases and renewals are final. Expired domains may incur redemption fees. DNS must be configured per Uhuu’s documentation. Transfers away require at least 60 days of registration.
7. Conduct & Communication
We expect respectful and constructive communication. Abusive, offensive, or inappropriate behavior may result in suspended or terminated support access, at Uhuu's sole discretion.
8. Additional Notes
- Third-party product support is typically handled by the original vendor.
- Language support is primarily in English. We may offer help in other languages where possible.
- Uhuu may limit the number of individuals per Customer eligible to contact support.