By clicking “Accept”, you agree to the storing of digital cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Cookie Policy for more information.
PreferencesDenyAccept
Switch to Podpal & Save 40% on Annual Plans

Support Policy

Podpal, Inc. (“Podpal” also referred to as "our", "us" and "we") considers customer support a top priority and takes reasonable measures to ensure uptime of the Services as well as quick resolution of any defects or performance issues.

This Podpal Support Policy ("Support Policy") accompanies the Podpal Terms of Service Agreement entered into between you ("Customer") and Podpal. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.

Podpal offers support services for the Service ("Support") in accordance with the following terms:

1. Support Hours

Support is provided 24 hours per day, 7 days per week.

2. Incident Submission & Customer Cooperation 

Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Podpal in the Service via the Podpal Help Center or via email at support@podpal.com. Customer will provide information and cooperation to Podpal as reasonably required for Podpal to provide Support.

This includes, without limitation, providing the following information to Podpal regarding the Incident:

  • Aspects of the Service that are unavailable or not functioning correctly
  • Incident's impact on users
  • Start time of Incident
  • List of steps to reproduce Incident
  • Relevant log files or data
  • Wording of any error message
3. Incident Response

3.1 Incident Priority Levels

Podpal's Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.

Priority Level
Description
Target Response Times
Priority 1
Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.
24 Hours
Priority 2
Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users.
3 Days
Priority 3
Non-critical issue; no significant impact on performance of the Service but user experience may be affected.
7 Days

3.2 Notice to Customer

Upon confirmation of a Priority 1 or Priority 2 Incident, Podpal will notify the Customer within 72 hours. Notwithstanding the foregoing, Podpal is not required to make such notice to the extent prohibited by Laws, and Podpal may delay such notice as requested by law enforcement and/or in light of Podpal’s legitimate need to investigate or remediate the matter before providing notice. 

4. Exclusions

Podpal will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Podpal's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) Third-party systems, acts or omissions.

5. How to Contact Us

If you have any questions regarding Podpal Support, please contact us at legal@podpal.com.

The all-in-one platform for podcast management. We help audio & video podcast teams plan, publish, and promote their show without stress and clutter.

Get Started
Copyright © 2022 | Podpal, Inc.