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Technical Support Service Guidelines ("TSS Guidelines")

The following Technical Support Services Guidelines ("TSS Guidelines") apply to support services for Black Pearl Mail (“BPM”) Customers.

1. Support Request Submission

1.1. Customer Efforts to leverage self-help. Prior to submitting a ticket to the BPM Customer Support Team, Customer will use reasonable efforts to find answers to product questions, fix any error, bug, malfunction or network connectivity defect. Customer Administrator will use the BPM Admin Support Help Center (https://admin-support.blackpearlmail.com) to try to find answers to their issues and product questions. Thereafter, a Customer may submit a ticket for support through the BPM Admin Support Help Center (https://admin-support.blackpearlmail.com).

1.2. Characterization of Requests. Customers designate priority upon submission of Requests. When submitting a ticket for support, Customer Administrator will provide an initial determination of Priority; Email Deliverability Or Mail Flow Issue Affecting All Users, Email Issues Affecting Only A Subset Of Users, Product Question - App Not Working As Expected (as defined in Section 2). BPM reserves the right to change Customer's Priority designation if BPM believes that Customer's designation is incorrect and will inform Customer of any such change in its response to the support ticket. Customer may appeal any such reclassification to BPM's Support management for review through any available support channel.

1.3. Procedures for Acknowledgement and Resolution of Ticket(s). When creating a ticket for support, Customer Administrator will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Customer's network; (ii) providing relevant data; and (iii) communicating further via email or Instant Message to answer questions and assist BPM Support Personnel as appropriate.

1.4. Ticket Acknowledgement. BPM will respond to a Ticket by acknowledging receipt of the Ticket. Customer acknowledges and understands that BPM may be unable to provide answers to, or resolve all, Tickets.

1.5. Feature Requests. If BPM deems a Ticket as a Feature Request, BPM will log that request for consideration to add to a future update or release of the Services and will consider the matter closed. BPM is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.

2. Accessing Support

2.1. BPM Admin Support Help Center (https://admin-support.blackpearlmail.com). Customer's Administrator(s) are provided support solely through the BPM Admin Support Help Center. Customer is responsible for responding to any questions and complaints by End Users or other third parties relating to Customer's or its End Users' use of the Services, with such support services to be provided at Customer's own expense.

2.2. Support Hours and Target Initial Response Times. BPM will provide access to the BPM Admin Support Help Center for customers on a 24 x 7 basis.

2.3. Requirements for Customer Administrator(s) to access the BPM Admin Support Help Center. Customer Administrator(s) will be required to create an account in the BPM Admin Support Help Center (https://admin-support.blackpearlmail.com) in order to receive support from BPM.

3. Updates to Guidelines. BPM may update these Guidelines from time to time but any update will not have a material adverse effect on Customer.

4. Maintenance. To ensure optimal performance of the Services, BPM performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If BPM expects planned Maintenance to negatively affect the availability or functionality of the Services, BPM will use commercially reasonable efforts to provide at least two days advance notice of the Maintenance. In addition, BPM may perform emergency unscheduled Maintenance at any time. If BPM expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, BPM will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above may be provided via email, text, and/or voicemail, or in the Admin Console and/or BPM Admin Support Help Center (https://admin-support.blackpearlmail.com).

5 Language. The parties agree that all support provided by BPM to Customer pursuant to these Guidelines will be provided in the English language.

6. Term of Support. BPM will only provide the support services described in these Guidelines during the term of the Agreement and will have no obligation to provide any support services to Customer after the expiration or termination of such Agreement.

7. Glossary of Definitions. For the purpose of these Guidelines, the capitalized terms below will have the following meanings:

7.1 "Customer Contacts" means Administrators designated in the Admin Console.

7.2 "Maintenance" means maintenance work that is performed on hardware or software delivering the Services.

7.3 "Priority" means the level of impact a Ticket is having on Customer's operations and is used to establish target response times.

7.4 "Ticket" means a request from Customer to BPM Support Personnel for technical support to resolve a question or problem report regarding the Services.