Askable Global Support Guide

Global Customer Support (GCS) is in Australia provided in English during Support Hours. 

To receive support, you must have a valid subscription for the relevant Askable products. Support includes upgrades, hot fixes, service packs, bug fixes and enhancements for subscribed Products. 

Support Channels

You can raise support issues by:

• Emailing support@askable.com or 
• Within the Platform by selecting Contact Support. 

Further information is available here - help.askable.com/en/articles/12573818-help-support 

Support Hours

Monday – Friday – 8:30am – 4:30pm AEST (APAC)

Monday – Friday – 9:00am – 5:00pm UTC (EMEA)

Monday – Friday – 8:30am – 4:30pm CDT (AMERICAS)

Issue Severity Levels

"Mission-critical" functionality refers to the features and capabilities of the services as described in the current product documentation at the time of each support request, reflecting the product's intended functionality at that point in time, including any updates or changes made by Askable.

Escalation Process

If the customer considers the issue unresolved or the response insufficient, they may escalate by contacting their designated account manager directly, referencing the original ticket number. 

The account manager will take ownership of the issue and provide a status update within 2 business hours.

Support Requests

GCS does not require Askable to receive Customer Data. “Customer” or “You” means the entity receiving Support Services. In the event Customer Data or Customer confidential information as described in the applicable Agreement is mistakenly sent, shared, or uploaded to GCS, Customer must notify Askable promptly to ensure deletion from GCS systems.

To solve some Support Cases, GCS may need additional information such as a detailed description of the technical environment, log files, a copy of the test repository or a sample of Customer test data. When GCS reasonably requests that Askable receive test data to perform Support Services, Customer will transmit the data via a secure method of the Customers choosing. Askable will transiently store such data solely at GCS facilities in Australia solely for the duration of the applicable GCS investigation.

Where GCS processes Customer Data, the following data processing agreement shall apply askable.com/legal/data-processing-agreement. 

A list of sub-processors who may process personal data as part of Askable’s Support Services is available at trust.askable.com/subprocessors.