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These Terms and Conditions set out the rules for the provision by XOPERO SOFTWARE S.A. in Gorzów Wielkopolski, Poland (hereinafter: "Xopero") of after-sales communication and technical support services for Premium Customers in an optional, dedicated communication channel using the Slack platform.

  1. Definitions:
    1. Slack Channel – an individual communication channel within the Slack platform (https://slack.com/), dedicated exclusively to Premium Customers, created to improve communication between the Customer and the Xopero team.
    2. Premium Customer – a Customer who meets the criteria specified in § 2(2) or to whom Xopero grants Premium Customer status by way of an individual decision.
    3. Additional Service – access to the Slack Channel granted to a customer who does not have Premium Customer status, on the terms of payment specified in § 3.
  2. Rules for granting access
    1. Access to the Slack Channel is discretionary and is granted by Xopero according to internal criteria, taking into account the history of cooperation, the scope of services, and current communication needs.
    2. Xopero may specify groups of customers eligible for automatic access to the Slack Channel, in particular:
      1. Customers with an active service package worth more than PLN 250,000.00 or the equivalent of this amount in another currency, converted at the average exchange rate of the National Bank of Poland from the previous business day,
      2. Customers with strategic or partner status,
      3. Customers participating in loyalty or special programs.
    3. In cases not mentioned in section 2, the decision to grant or revoke access to the Slack Channel is made by Xopero on an individual basis.
    4. Access to the Slack Channel may be granted for a definite or indefinite period, at Xopero's discretion.
    5. A customer who has been granted access to the Slack Channel is required to designate one person from their organization who is authorized to receive an invitation to the Slack Channel. It is assumed that this person is competent to make binding decisions regarding after-sales service and technical support on behalf of the customer. The customer may change the designated person at any time, but this requires prior notification to Xopero in any manner (including communication by the current representative via the Slack Channel) with the details of the new representative. In justified cases, with the consent of Xopero, the customer may designate more than one representative.
  3. Payment terms
    1. For Premium Customers, access to the Slack Channel is free of charge (included in the price of the services provided).
    2. For other customers, access to the Slack Channel may be made available for a fee as an Additional Service, in accordance with the current price list or individual offer.
    3. The condition for launching the Slack Channel as an Additional Service is the acceptance of Xopero's offer and prior full payment for the Additional Service in accordance with the agreed commercial terms and conditions based on the contract or invoice.
  4. Rules for using the Slack Channel
    1. The Slack Channel is an optional (not required) additional tool made available to customers for the purpose of conducting and improving the technical support process for all products and services currently offered by Xopero, including, but not limited to, Xopero ONE, Xopero Unified Protection, and GitProtect.
    2. Granting access to the Slack Channel does not exclude the customer from using other available forms of reporting and obtaining technical support, including, in particular, the reporting system (ticket).
    3. Support hours on the Slack Channel: Customer Support team working hours: 9:00 a.m. to 5:00 p.m. (CEST)
    4. Response time within the Slack Channel: Initial response: ≤ 2 hours - definition: confirmation of receipt of the customer's request and establishment of two-way communication.
    5. The Customer Support working rules set out in sections 3 and 4 above apply only to the Slack Channel and do not constitute a change to the generally binding technical support terms and conditions specified in the SLA (Service Level Agreement for End Customers).
    6. A Xopero representative within the Slack Channel may propose several levels of escalation of a customer request, including through a separate problem report within the publicly available reporting system (ticket), while maintaining an open channel of rapid communication in parallel within the Slack Channel.
    7. Decisions and arrangements made with the customer within the Slack Channel are binding.
    8. Xopero is entitled to record all conversations within the Slack Channel for the purpose of ensuring high quality technical support services.
  5. Change of Customer status
    1. If the Customer loses their Premium Customer status (e.g., as a result of a reduction in the scope of cooperation or termination of the contract), Xopero may:
      1. offer continued access to the Slack Channel as an Additional Service (for a fee), or
      2. terminate access to the Slack Channel with 14 days' notice.
    2. A Customer who regains Premium Customer status may regain free access to the Slack Channel – on the terms specified in
  6. Granting and ordering procedure
    1. The decision to grant or revoke access to the Slack Channel is made by Xopero and communicated to the Customer electronically (e.g., by email).
    2. The Customer may request the activation of the Slack Channel by sending an inquiry to [email protected]
    3. If the decision is positive, the Customer will receive an invitation to the channel in the Slack application and confirmation of the terms of use.
    4. The use of the Slack Channel is voluntary in all cases, and opting out of this service does not affect any other rights of the customer under the general terms and conditions of technical support provided by Xopero.
    5. Use of the Slack Channel requires the customer/customer representative to create an appropriate user account on the Slack platform (https://slack.com/) - the customer acknowledges that in such a case, all personal data provided for the purpose of creating such an account is transferred directly to the operator of the Slack platform, who is the administrator of personal data. The customer is bound by the legal regulations resulting from their use of the Slack platform, which are available at the following addresses:
      1. https://slack.com/terms-of-service/user
      2. https://slack.com/trust/privacy/privacy-policy
      3. https://slack.com/trust/compliance/cookie-policy
  7. Final provisions
    1. Xopero reserves the right to:
      1. change the rules for granting access to the Slack Channel,
      2. temporarily suspend or close the Slack Channel,
      3. exclude a customer from the Slack Channel in the event of a violation of the rules of cooperation or the terms and conditions.
    2. Amendments to these terms and conditions shall enter into force on the date of their publication on the Premium Technical Support Service Terms and Conditions Slack Channel website (https://xopero.com//terms/premium-technical-support-slack-channel) or delivery to the customer by electronic means.
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