Support Policy

The Services are hosted on Microsoft’s Azure platform. Azure is a comprehensive set of cloud services that we use to build, deploy, and manage applications on a network of data centres based in Northern Europe.

Vicinity aims for web-based solutions tol be available for not less than 99% of each calendar month.

Downtime is calculated from the time of notification of a fault by either you or us and ends when the Service is restored to full working order as determined and certified by us. However, downtime is to be disregarded to the extent if it is attributable to your own network, ISP or other Internet related problems outside the control of the Company.

We monitor the Services using Microsoft’s Azure Monitor which provides base-level infrastructure metrics and logs. Service errors are relayed instantly by email to our support team for investigation. Users are then contacted to resolve specific issues if appropriate.

Our online Service Desk is open during Normal Business Hours, and is available 24/7 at the following website address: https://getvicinity.com or by logging into your Vicinity dashboards. The service desk will automatically try to resolve issues by making providing support articles and documentation.

Support requests can also be sent by email to support@getvicinity.com

Our live chat support is available from 9:00 AM to 5:00 PM in UK time, Monday through Friday “Normal Business Hours”. Support will not be provided outside Normal Business Hours unless expressly included in the Services.

We will endeavour to investigate users support issues or complaints and respond to you as quickly as we possibly can within 48 hours of the timed receipt of your notification.

Our production data is regularly backed up to a separate, isolated location and all backups are encrypted. A complete backup of all production data takes place automatically every 24 hours. A complete backup of all production data will take place in advance of all system updates, maintenance and data imports. Each backup is stored for at least 14 days before being permanently deleted in accordance with the Data Processing Agreement.

We are registered with the Information Commissioner’s Office in the UK, and comply fully with all UK laws and principles with regards the protection of data. For the purposes of processing personal data on behalf of Customers, Vicinity is the Processor and you remain the controller of all data you upload to the Services. We are committed to ensuring that your data is not seen by anyone who should not see it. Data is encrypted both when it is sent to and from our servers. To protect your content in transit, Vicinity uses SSL encryption. You can review our Customer Data terms within your agreement with us.

All support requests will be assigned one of three priority levels in accordance with the guidelines below:

Priority 1 – Critical

Service is unavailable to all users from differing organisations. The Service Desk must inform 2nd line support immediately and initiate the disaster recovery procedures without delay.

Priority 2 – Urgent

Service is unavailable to many users from the same organisation. The request is owned by the Service Desk for up to but no longer than 2 hours. After this point it will be passed to 2nd line support. This does not preclude it being passed to 2nd line support before this point is reached.

Priority 3 – Normal

Service affects 1 user only. The request is owned by the help desk for up to but no longer than 4 hours. After this point it will be passed to 2nd line support. This does not preclude it being passed to 2nd line support before this point is reached.

In respect of the Services, we will use all reasonable endeavours to correct problems in our control (or at least provide a temporary solution) as soon as reasonably possible. This obligation to correct defects shall continue for the Term of the Agreement. 

The software, hardware or network will be updated to correct any defects and enhance functionality without notice or approval of the customer.

In the event that we need to recover your data, we will use our best endeavours to restore the Services and the data from the last available backup within four hours of being notified by the Customer, in accordance with the Notification Procedure defined above.

We regularly release updates and bug fixes to improve your solution’s performance and address reported issues.

Major updates will be communicated in advance, and scheduled during non-peak hours to minimise disruption.

We offer articles and video tutorials to help users navigate and utilise the solutions effectively through our livechat facility detailed above. In addition, we offer unlimited online video support which can be booked in with our team using this calendly link: https://calendly.com/getvicinity

The Customer shall promptly provide technical, administrative and content contacts to us on request. In addition, they are responsible for notifying the Company of designated alternate contacts, or when a contact changes.

If the Customer designated technical, administrative or content contact is no longer employed, the Customer is responsible for contacting us in a timely fashion to deactivate the old contact and set up the new contact. The Customer should notify us of changes via the Service Desk.

We may revise the Support Policy from time to time. If a revision is material, as determined solely by us (acting reasonably and in good faith), we will notify you in writing or by email.

We commit to supporting the current and previous major versions of our solutions. Older versions may not receive updates or bug fixes.

We welcome user feedback and actively consider feature requests for future updates.

You can submit feedback request here.

Support does not cover issues arising from unauthorised modifications to the solution..

Third-party integrations and services are supported to the extent outlined in their respective terms and conditions.

In the case of mobile applications deployed to the Apple App store or Google Play store, support is limited to the technical implementation and maintenance of the applications. Apps removed and require resubmission as a result of content added by you or your users may incur additional fees.

This support policy is subject to periodic updates. Users will be notified of any changes in advance.