---
title: Support Contract
description: "***Effective Date: 1/11/2024*** This Support Contract (\"Contract\") outlines the support services provided by Pea Soup Hosting Limited (“PeaSoup”) for PeaSoup Object Storage. By using PeaSoup Object Storage, you agree to the terms of this Contract. **1. Scope of Support** PeaSoup…"
url: "https://peasoup.cloud/docs/support-contract/"
updated: "2024-11-12"
category: Policies and Contracts for S3 Service
tags:
  - S3 Policies and Contracts
---

# Support Contract

***Effective Date: 1/11/2024***

This Support Contract ("Contract") outlines the support services provided by Pea Soup Hosting Limited (“PeaSoup”) for PeaSoup Object Storage. By using PeaSoup Object Storage, you agree to the terms of this Contract.

**1. Scope of Support**

PeaSoup provides support for issues related exclusively to the PeaSoup Object Storage system. This support does not extend to any third-party systems, integrations, or software outside of PeaSoup’s infrastructure.

**2. Support for System Outages**

PeaSoup is committed to maintaining high service availability. In the event of a system outage impacting PeaSoup Object Storage, PeaSoup will:

- **Provide 24/7 Monitoring and Support**: System outages will be monitored and managed by our support team 24/7.
- **Status Updates**: Updates on the status of any outage will be posted on our status page at [https://status.peasoup.cloud/](https://status.peasoup.cloud/). Customers are encouraged to subscribe to this page to receive real-time notifications of outages, issue resolutions, and any planned maintenance.

**3. Planned Maintenance**

PeaSoup may schedule planned maintenance to enhance and maintain system performance. Notifications of planned maintenance will be posted on [https://status.peasoup.cloud/](https://status.peasoup.cloud/). Subscribers will receive advanced notifications of maintenance schedules and any anticipated service impact.

**4. Customer Support Requests**

For all other support requests outside of system outages, PeaSoup provides business hours support through an online ticketing system:

- **Ticketing System Access**: Customers can submit support requests via the online ticket system available through their PeaSoup account portal.
- **Business Hours**: Customer support is available Monday through Friday, [9:00 AM – 5:00 PM] [UK Time], excluding public holidays.
- **Support Scope**: This support is limited to addressing issues directly related to PeaSoup Object Storage. We do not provide support for issues arising from third-party systems, integrations, or external applications interacting with the PeaSoup Object Storage service.

**5. Support Levels and Response Times**

PeaSoup will make every reasonable effort to respond to support requests promptly during business hours. However, response and resolution times may vary based on request priority and complexity.

- **High Priority (System Outages)**: Monitored 24/7 with updates provided on the status page.
- **General Support Requests (Non-Outage Issues)**: Response provided within one business day during support hours.

**6. Limitations of Liability**

PeaSoup is not liable for any issues arising from third-party systems or integrations or for indirect, incidental, special, or consequential damages related to PeaSoup Object Storage usage. This Contract does not guarantee uninterrupted service and applies only to the PeaSoup Object Storage system.

**7. Changes to the Support Contract**

PeaSoup reserves the right to modify this Contract as needed to reflect changes in our services or support practices. Updates will be posted on our website, and your continued use of PeaSoup Object Storage constitutes acceptance of any revised terms.

**8. Contact Us**

For questions regarding this Support Contract, please contact PeaSoup Support through your account portal or at [support@peasoup.cloud](mailto:support@peasoup.cloud).