Premium support

July 2022 – Version 1

In addition to the support provided via the Service Level Agreement (available at: https://www.mews.com/en/service-level-agreement), Partner may purchase Mews Premium Support (“Premium Support”) as Mews Add-ons through Mews Marketplace or in exchange for fees specified in the Agreement.

The Partner acknowledges that the terms and conditions relevant for Mews Add-ons in Master Terms and Condition (available at:  https://www.mews.com/en/terms-conditions/master) apply also to the Premium Support. Capitalised words shall have the meaning ascribed to such words in the Master Terms and Conditions

As a Premium Support user, you need to create Mews Account(s) for all users that may contact Mews based on the Premium Support package. If you contact Mews with email or other contact(s) that does not correspond to your Mews Account(s), we respond and resolve such request within the Standard Support Response times regardless of your Premium support package or Mews may reject any of your request for any services specified in the Premium Support package.

Under the Premium Support package, the Partner receives i) Standard Support package specified in Service Level Agreement, ii) Premium Support Response time and iii) the following services:

24/7 live chat
Live-chat 24/7 available via Mews Platform. Premium Support Response time shall apply.

24/7 Dedicated Support Hotline
Dedicated Support Hotline 24/7 provided by a real person (not by automated means). For any type of requests covered by the Service Level Agreement. To be contacted via phone number available at https://www.mews.com/contact-us.

Prioritized responses on tickets submitted via HelpDesk
If you order the Premium Support package, response and resolution of tickets submitted via HelpDesk (either via live-chat or support@mews.com) will be prioritized over tickets submitted by other partners without Premium Support package.

API Integration Advice
Any advice provided in connection with API integrations available every day on which the banks are open for business in Czech Republic from 9am to 6pm (CET/CEST). To receive API Integration Advice you shall contact Mews via support@mews.com. API Integration Advice is provided by a real person (not by automated means).

Mews operates HelpDesk according to terms and conditions specified in Service Level Agreement. Additional to Standard Support Response times specified in the Service Level Agreement, Mews offers you Premium Support Response Time in the table below subject to your obligation to contact Mews with email contact(s) or other relevant contact details used for creating Mews Account(s).

Premium Support Response time

Terms and condition of the Service Level Agreement remains unaffected. This Premium Support forms an integral part of the Service Level Agreement.

This Premium Support shall apply only to the Partner who explicitly orders the Premium Support as Mews Add-ons through Mews Marketplace or based on the Agreement if specifically agreed.

Provision of Premium Support Package is subject to remedies agreed in the Service Level Agreement only.