2. Service Level Guidelines for Cloud Service Interruptions
3. Support for Solo subscription
4. Support for Standard and Advanced subscriptions
4.1 Submitting Issues and Monitoring Progress
4.2 Definitions and Response Guidelines for ANYDESK Functionality Issues
4.3 Technical Services Projects and API Support
4.4 Regular Business Hours Support
5. Scope of ANYDESK Software and ANYDESK Service
7. Third Party Tools and Integration
1. General
This Service Level Agreement (“SLA”) is only valid for Customer with an active and paid Solo, Standard or Advanced subscription.
The purpose of this SLA is to describe and set the expectations, within which issues reported with ANYDESK Software will be captured, logged, reported on, and resolved.
For Standard and Advanced subscription, this SLA describes ANYDESK’s standard service level which are followed by its call center operations, referred to as Technical Support and Customer Care.
This SLA has been originally drafted in English language. In the event of any discrepancies or contradictions between the English and the German version, the English version shall prevail.
2. Service Level Guidelines for Cloud Service Interruptions
ANYDESK Software annual expected Service Level is 99,5% during regular business hours. Downtime refers to periods of time during which the service cannot be accessed.
ANYDESK does not guarantee uninterrupted or error-free operation. Furthermore, downtime does not include the following:
The period when the services are not available as a result of scheduled and urgent unscheduled maintenance (see also section 6.5 of the Terms and in ANYDESK’s online status tracker at https://status.anydesk.com).
Performance or availability issues due to factors outside of ANYDESK’s reasonable control.
Performance or availability issues that resulted from Customer’s or third-party’s infrastructure, hardware, software or services.
Performance or availability issues that resulted from actions or inactions of Customer or third parties related to, including but not limited to hardware, machinery and equipment.
Performance or availability issues that resulted from actions or inactions of Customer or Customer’s employees, agents, contractors, or vendors or anyone gaining access to ANYDESK’s network by means of Customer’s passwords or system.
Performance or availability issues that were caused by Customer’s use of ANYDESK Software after ANYDESK advised Customer to modify its use thereof, with which Customer did not comply as advised.
Intermittent periods of downtime that are ten (10) minutes or less in duration in total per day
Customer’s use of any free version, beta, trial offers, early adopter programs and/or demos (as determined ANYDESK).
3. Support for Solo subscription
A Customer with an active and paid Solo subscription receives support exclusively through the Help Center available at https://support.anydesk.com/.
4. Support for Standard and Advanced subscriptions
4.1 Submitting Issues and Monitoring Progress
Customers report incidents by creating a support ticket via the Customer portal at https://my.anydesk.com/settings/support. Likewise, Customer may monitor progress via the same portal.
4.2 Definitions and Response Guidelines for ANYDESK Functionality Issues
After submission of a support ticket, ANYDESK will use reasonable efforts to respond to such support ticket requests, however, this SLA does not guarantee resolution times or prioritize any specific type of incident unless otherwise agreed in writing. Customer will be expected to respond to ANYDESK’s requests for additional information and implement recommended solutions in a timely manner.
4.3 Technical Services Projects and API Support
Technical service projects and API support are not covered under this SLA or under the respective subscription. Customers may purchase enhanced customer success or support plans that could cover these items, or Customers may request paid technical consulting to cover potential incidents.
4.4 Regular Business Hours Support
ANYDESK local support teams are available at the following times:
Standard and Advanced Licenses:
CSM:
North and South America (Americas): Monday to Friday, 9:00 a.m. through 5:00 p.m. (EST)
Europe, Middle East and Africa (EMEA): Monday to Friday, 9:00 a.m. through 5:00 p.m. (CET)
Asia Pacific (APAC): Monday to Friday, 9:00 a.m. through 5:00 p.m. (HKT)
Support:
Chat Support: Global Queue, Monday to Friday, 8:00 a.m. (HKT) through 8:00 p.m. (EST)
Tickets Support: Global Queue, Monday to Friday, 8:00 a.m. (HKT) through 8:00 p.m. (EST)
Advanced License:
Support:
Phone Support: Global Queue, Monday to Friday, 8:00 a.m. (CET) through 8:00 p.m. (EST)
5. Scope of ANYDESK Software and ANYDESK Service
ANYDESK Software and ANYDESK Service includes access to software updates, upgrades and bug fixes for all latest licensed and paid versions of the applications available on Website, auto-update and custom client generator. Other services, including, but not limited to those listed below, are considered outside the scope of ANYDESK Service:
Any customization of the application not included in the base offering whether by a third-party or ANYDESK Software or any resulting complication or issue from said customization.
Any customization outside of the application that accesses the ANYDESK Software, its communication server, databases or other backend infrastructure such as custom interfaces, BI tools, command line access etc., whether by a third-party or by ANYDESK Software or any resulting complication or issue from said customization.
Any direct modification of the data contained in the ANYDESK Software’s database or any resulting complication or issue from said direct modification.
Any direct modification of the database schema whether by the addition of columns within ANYDESK Software-supplied tables, the addition of tables, triggers, stored procedures, or indexes outside the scope of the ANYDESK Software-supplied schema or any resulting complication or issue from said direct modification.
Any application performance issue regardless of potential cause when the application is installed outside the ANYDESK cloud environment.
Any issue of any type encountered in a version of the ANYDESK Software that is past its mainstream support date.
Any issue of any type encountered using hardware that does not meet the then-current published technical guidelines, see https://support.anydesk.com/Minimum_System_Requirements .
For assistance outside the scope of ANYDESK Service, ANYDESK reserves the right to charge the Customer for the time spent.
6. End of Support
ANYDESK may discontinue support for older versions of ANYDESK Software. To ensure that known issues are fixed, only the latest version available on Website, auto-update and custom client generator is supported. Customers on unsupported versions will receive support only after migrating to supported versions of the ANYDESK Software, unless otherwise agreed in a specific case in writing.
7. Third Party Tools and Integration
Customers will be asked to turn off third party tools and integrations when troubleshooting issues including but not limited to performance related issues.
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