Support Services and Planned Maintenance

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Last revised November 21, 2022 

  • 1. Support Services 
    • a. Regular business hours for technical support: 8:00am – 5pm UK time. Monday through Friday, excluding UK bank holidays. 
    • b. Phrasee will provide support on, and work to resolve, Critical or Major Errors (as defined below) on a 24×7 basis. 
    • c. Should Client ever require support, Client can use the following: 
      • Via in-app chat 
      • Via telephone: +44 (0)208 870 6968 
      • Via email: support@phrasee.co  
  • 2. Planned Maintenance 
Planned Maintenance Window  11am to 4pm UK time on Sunday 
Planned Maintenance Required Notice  Planned Maintenance will not lead to any interruption of the Services. If however any Planned Maintenance should require a service interruption or if such should be expected, Phrasee shall notify Client in writing of such maintenance with at least 1 week prior notice. Where Planned Maintenance interrupts the Services to the extent of being a Critical Service Failure, Client shall be entitled to such remedies available to it under this Agreement as though it were a Critical Service Failure.   
Maximum Allowed Planned Maintenance  Planned Maintenance requiring or leading to an interruption of the Services as defined in the previous paragraph shall in total not exceed a timeframe of more than 1 hour per month. In exceptional cases and as mutually agreed between the Parties, the aforementioned maximum maintenance time/Services interruption due to planned maintenance may be exceeded. 

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