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Last updated August 10, 2022

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Support Desk

MetricsHub® Support Desk Terms of Service

Last updated April 15, 2025

These Terms of Service ("Terms") govern your access to and use of the MetricsHub Support Desk ("Support Desk") provided by MetricsHub S.A.S. ("MetricsHub"), located at 128 rue La Boétie, 75008 Paris, France, registered with the Registry of Commerce of Paris number 938 861 952. By registering for or using the Support Desk, you ("User") agree to these Terms.

1. Access to the Support Desk

The MetricsHub Support Desk is accessible to anyone who registers on https://metricshub.com. Access and available support levels depend on your user status:

  • Trial (Basic Support): Available to users evaluating MetricsHub Enterprise during a trial period.
  • Premier Support: Available exclusively to users with an active MetricsHub Enterprise subscription.
  • Partner Desk: Available to registered partners of MetricsHub S.A.S. (resellers, integrators, managed service providers).

MetricsHub may suspend or terminate your access to the Support Desk if you violate these Terms or upon expiration of your relevant trial or subscription period.

2. Scope of Support Services

Trial (Basic Support)

Provides basic technical support and assistance regarding the use and features of MetricsHub Enterprise during the trial period.

Premier Support

MetricsHub will provide Premier Support services subject to the following conditions:

  • Provision of Support: MetricsHub will make commercially reasonable efforts to resolve technical issues related to MetricsHub Enterprise, provided your subscription is active and within the scope defined at the time of subscription.
  • Supported Software: Premier Support covers issues directly related to MetricsHub Enterprise and included third-party components. Issues related to external software, operating systems, hardware, or networks are excluded unless MetricsHub determines they are reasonably related to MetricsHub Enterprise.
  • Software Version Support: MetricsHub provides Premier Support only for the current and immediately preceding major versions of MetricsHub Enterprise. Users are responsible for upgrading to a supported version to continue receiving full support.
    • Software Version Status Support Available
    Fully Supported Troubleshooting, bug fixes, enhancement requests
    Limited Support Troubleshooting and diagnosis, upgrade recommendation
    No Longer Supported Upgrade recommendation only
  • Support Methods: Premier Support includes web-based support, email, and optionally instant messaging and screen-sharing sessions, subject to subscription details. Screen-sharing sessions require an internet connection and user-prepared environment; sessions shall not exceed 1 hour individually or 5 hours per issue in total.
  • User Responsibilities: Users must submit support requests via the Support Desk portal clearly and with complete information. Users must cooperate fully with MetricsHub personnel to facilitate issue resolution. Users may not submit requests on behalf of third parties.

Partner Desk

Offers dedicated support and resources for MetricsHub partners, including assistance with integration, customer support, and partner-specific inquiries.

Support does not include software development, consulting services, or custom feature implementation unless explicitly agreed upon separately.

3. User Responsibilities

  • Provide accurate and complete information when submitting support requests.
  • Promptly cooperate with MetricsHub support staff by responding to requests for additional information or assistance.
  • Maintain confidentiality of your login credentials and immediately notify MetricsHub of any unauthorized use of your account.
  • Ensure submitted files are redacted and do not contain sensitive or confidential data unless explicitly necessary and agreed upon.

4. Service Availability

MetricsHub endeavors to maintain continuous availability of the Support Desk but does not guarantee uninterrupted service. Temporary interruptions may occur due to maintenance, upgrades, or technical issues.

5. Confidentiality

Both User and MetricsHub agree to treat all information exchanged via the Support Desk as confidential, including technical details, diagnostic information, and correspondence.

6. Limitation of Liability

MetricsHub will not be liable for indirect, incidental, consequential damages, or lost profits arising from the use of or inability to use the Support Desk. MetricsHub's total liability under these Terms is limited to the total fees paid by the User for MetricsHub Enterprise within the preceding twelve (12)-month period.

7. Modifications to Terms

MetricsHub may update or modify these Terms at any time. Continued use of the Support Desk after updates constitutes acceptance of the revised Terms. Users are encouraged to regularly review the Terms available on the MetricsHub website.

8. Termination

MetricsHub reserves the right to terminate access to the Support Desk for violations of these Terms or upon conclusion of the applicable trial or subscription period. Upon termination, Users must immediately cease use of the Support Desk.

9. Governing Law

These Terms shall be governed by and interpreted according to French law. Any disputes relating to these Terms shall be subject to the exclusive jurisdiction of the competent courts of Paris, France.

10. Entire Agreement

These Terms constitute the complete agreement between MetricsHub and the User regarding the Support Desk, superseding all prior agreements or understandings, whether written or oral.