This service license contract is an agreement between you (natural or legal person who, where applicable, is representing, manifesting their power for said purpose) (the CLIENT) and Pixel Welding (hereinafter, the COMPANY).
The purpose of this contract is to define the level of service expected by a CLIENT from a service provided by the COMPANY.
By means of this contract, the COMPANY defines what are the services the CLIENT can request to the COMPANY and shall be addressed. The topics for which the COMPANY shall answer are:
Questions about the functionality of our products
Questions about the roadmap of our products
Investigation and resolution of your tickets in our support system
Issues while installing or using our products
Sales or collaboration related requests
User success stories
Communication between the COMPANY and the CLIENT will be done by the following means:
E-Mail: support@pixelwelding.com
Jira Service Desk: https://pixelwelding.atlassian.net/servicedesk/
The business hours are defined from Monday to Friday, from 9:00 a.m to 18:00 p.m. Take into account that any bank holiday will be bound to the Spanish calendar.
All vulnerabilities reported by the CLIENT will be addressed, verified and resolved in accordance with the following timelines:
Critical (CVSS v3 >= 9.0): Must be fixed within 4 weeks of being reported and CVSS scored.
High (CVSS v3 >= 7.0): Must be fixed within 6 weeks of being reported and CVSS scored.
Medium (CVSS v3 < 4.0): Must be fixed within 8 weeks of being reported and CVSS scored.
Low (CVSS v3 < 4.0): Must be fixed within 25 weeks of being reported and CVSS scored