Radarr Application Support

Radarr by Genesys Application Support Terms and Conditions.

1. Radarr will provide Customer with online self help and support resources in the use of Radarr Services. Radarr also offers optional “for fee” additional support and services. To request additional services, including consulting, training and support, please contact your Genesys Account Executive or SED.  

2. Basic user operation support is provided through Radarr’s support email. Support is available on weekdays (not including public holidays) with business hours from 9am – 6pm (GMT +8) and an average response time of 6 – 8 hours. To initiate a support request, contact support at the following email address: cssradarrsupport@genesys.com

3. Radarr will provide basic user operation support for the Services during the subscription term of each applicable Order. Basic user operation support will be limited to out of the box setup configuration queries and enablement queries, queries example on configure topic, configure social accounts per order, country tagging, language tagging, post tagging, and enable or disable reports/alerts.

4. Radarr will make commercially reasonable endeavours to provide technical support for Priority 0 (“P0”) and Priority 1 (“P1”) issues. For the avoidance of doubt, P0 and P1 issues refer to critical problems that significantly impede normal operation or security of the Services without any available workaround. For all other aspects of the Services not classified as P0 or P1 issues, the application is provided on an “AS-IS” basis. Radarr makes no representations or warranties of any kind, whether express or implied, regarding the maintenance, updates, enhancements, or modifications of the application. The user acknowledges and agrees that the application may not receive new features, updates, or enhancements, except at the sole discretion of Radarr.

5. Radarr will use reasonable commercial efforts to (i) monitor and maintain the Service’s platform host servers and to ensure connectivity, availability and operation of the host servers on the cloud and (ii) monitor hardware and systems software and environmental controls.

6. Radarr can apply most patches and deploy new features without any downtime.  However, some of the deployments or hardware upgrades may require a scheduled downtime which will be communicated in advance.  Radarr reserves the right to perform any required emergency maintenance work outside of the scheduled maintenance windows. Radarr will use reasonable efforts to notify Customer before commencing any emergency maintenance outside of the scheduled maintenance windows and efforts to limit impact to customers.

7. To minimize communication discrepancies, any and all official communications, written, spoken, electronic, or otherwise, in support of the delivery of the support outlined herein must be communicated in the English language.