Support GTC

Support GTC

latest update from 29th February 2024.

13 Support 

13.1 Support hours

Supplier will provide Technical Support during following hours 9am CET to 2am CET.

13.2 Response times

Supplier or partner support response times are as follows:

  1. Critical Issues: including system failures or severe operational disruptions.
    Expected response time: 1-3 hours

  2. High-Priority Issues: such as significant performance degradation or major functional limitations.
    Expected response time: 1-6 hours

  3. Standard Issues: all other issues, including minor performance issues or general inquiries
    Expected response time: Same or next working day

Supplier shall in good faith acknowledge the issue to the Client and resolve the issue within a reasonable period of time.


13.3 Support channels

The default and preferred channel of communication is the ticketing system, reachable via support.jointhespree.com.

As a convenience method all issues can be reported via email to support@jointhespree.com.

Supplier Interactive might provide an additional phone line number through certain periods of time. Regardless of the phone availability, the full support service is always available via ticketing system.

13.4 On site visits

Should the system be void of warranty and buyer requests an on-site visit a fee will be charged.




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