1. Scope
1.1 These Support Specific Terms apply to the technical support that ON DIVERSITY CLOUD EUROPE, S.L. ("DIVERSITY") provides for every Service, free of charge or as Advanced Support.
1.2 These Specific Terms supplement the General Terms (/general-terms/) and the Specific Terms of each Service, published at /contracts/. They do not repeat what the General Terms settle, including fees and invoicing (Section 7) and notices (Section 18).
1.3 Where these Specific Terms depart from the General Terms, they say so and prevail, as Section 3.2 of the General Terms provides. Capitalised terms not defined here have the meaning given in the General Terms.
2. Definitions
- "Support Request": a request for help with a Service, opened as described in Section 5.
- "Response": the first reply to a Support Request from a DIVERSITY engineer.
- "Response Target": the time within which DIVERSITY aims to give a Response.
- "Resolution Target": the time within which DIVERSITY aims to put a fault right.
- "Business Hours": 09:00 to 18:00, Madrid time, Monday to Friday, except national public holidays in Spain.
- "Advanced Support": the paid support described in Section 4.
3. Free support
3.1 Every Service includes support from DIVERSITY's engineers at no extra charge.
3.2 The Response Target of free support is four working hours, counted only within Business Hours.
3.3 Free support covers Business Hours. It does not include cover at weekends or outside Business Hours.
4. Advanced Support
4.1 Advanced Support is a paid option. It adds shorter Response Targets and cover at weekends and outside Business Hours.
4.2 The Order Form states the Response Targets, the hours of cover and the fees of Advanced Support.
4.3 On Advanced Support, the Bare Metal repair target keeps running outside Business Hours (Bare Metal Specific Terms, /contracts/bare-metal/, Section 5.1), and Remote Hands for Colocation is drawn from a prepaid bag of hours (Section 7).
5. How to open a Support Request
5.1 Customers open Support Requests through the customer console or by email to support@ondiversity.eu. This address is for existing customers only.
5.2 A Support Request should identify the Service concerned and describe the problem, its effect and how to reach the person who opened it.
5.3 The current status of the Services is published at https://status.ondiversity.cloud (opens in a new tab).
5.4 Reports of abuse go to abuse@corp.ondiversity.eu (Acceptable Use Policy, Section 11), and contractual notices to legal@corp.ondiversity.eu (General Terms, Section 18). Neither is a Support Request.
6. Response and resolution
6.1 A Response Target measures how quickly an engineer replies to a Support Request. It is not a commitment on when the problem will be solved.
6.2 The only Resolution Target in DIVERSITY's standard terms is the repair of a Bare Metal server (Bare Metal Specific Terms, Section 5.1).
6.3 Response Targets and Resolution Targets are targets, not guarantees. They are separate from the SLA, and missing one gives no right to service credits.
7. Remote Hands for Colocation
7.1 Customers of Colocation request Remote Hands through support.
7.2 On Advanced Support, Remote Hands is drawn from a prepaid bag of hours. Otherwise, it is billed per hour as the Order Form sets out (Colocation Specific Terms, /contracts/colocation/, Section 6).
8. What support does not cover
Support does not cover:
(a) consulting, design or architecture work, which are professional services (/contracts/professional-services/);
(b) the replacement of defective Bare Metal hardware, which is a fault repair with its own target (Bare Metal Specific Terms, Section 5.1);
(c) running, configuring or repairing the operating system or software that the Customer manages itself, on unmanaged Services;
(d) work on the Customer's own equipment or systems, other than Remote Hands under Section 7. Where the Order Form includes IT maintenance, that work is done under the IT Maintenance Specific Terms (/contracts/it-maintenance/).
9. Term
Free support lasts as long as the Service it belongs to. Advanced Support has the term stated in the Order Form.