Scope
Under the Premium Support package, the Partner receives the following services:
- Knowledge Base
Partner will get unlimited access to Knowledge Base which contains collections of guidelines, FAQ, articles in connection with the usage of Mews Platform and Services. Knowledge Base is available via help.mews.com. - Mews University
Partner will get unlimited access to Mews University which contains selection of video tutorials that helps to get started with Mews Platform and use of Services. - Emergency Call Support
Emergency call support 24/7 provided by a real person (not by automated means). For critical requests (as defined in the Service Level Agreement) only. To be contacted via phone number available at https://www.mews.com/en/contact-us. - 24/7 live chat
Live-chat 24/7 available via Mews Platform. Response time and resolution time pursuant to Service Level Agreement 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/en/contact-us. - Prioritized responses on tickets submitted via HelpDesk
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. Within the prioritisation of Partner’s ticket, Mews shall use reasonable efforts to respond to Critical requests within 30 minutes and High priority requests within 2 hours. - 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 CE(S)T. To receive API Integration Advice the Partner shall contact Mews via support@mews.com. API Integration Advice is provided by a real person (not by automated means).
Legal provisions
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 within the Agreement or based on the Agreement.
Provision of Premium Support Package is subject to remedies agreed in the Service Level Agreement only.
Payment terms
Partner shall be obliged to pay the fees for Premium Support as specified in the Agreement which also means on billing cycle (monthly or annually) agreed in the Agreement.
If the fees for Premium Support are payable monthly, the Parties agree that the monthly fees for Premium Support shall be paid upon the date Premium Support has been ordered and as of the calendar month on which the Premium Support has been ordered.
If the Partner agreed on annually billing cycle for the fees for Premium Support, the first invoice for annual prepayment of the Premium Support shall be issued upon the Premium Support has been ordered.
Without prejudice to Clause 14.2 of the General Terms and Conditions for Partners, payment obligations are non-cancellable and non-transferrable and paid fees for Premium Support are non-refundable.
Termination
Notwithstanding anything to the contrary in the Cooperation Agreement and at any time after expiration of three (3) month period from the date of commencement of provision of Premium Support, either Party may terminate the subscription for Premium Support with one (1) month prior written notice. For avoidance of doubt, neither Party may terminate the subscription for Premium Support before expiration of three (3) month period from the date of commencement of provision of Premium Support.
The Cooperation Agreement or any other agreements between Parties shall survive the termination of subscription of Premium Support and shall remain in full force and effect. In the event the Cooperation Agreement expires or is terminated, the subscription of Premium Support terminates automatically.