DeepL will provide the Customer with access to the following Premium Support channels:
DeepL shall respond to Premium Support queries based on the priority levels and corresponding response times outlined below:
All Premium Support services shall be provided primarily in English. Additional language support may be made available during local business hours in certain regions at DeepL’s sole discretion. Notwithstanding the foregoing, P1 - Urgent support shall be provided exclusively in English, particularly outside of local business hours or where additional language support is unavailable.
P1 - Urgent: platform outage or severely degraded service, rendering DeepL non-operational, with no workaround available.
P2 - High: a technical issue, where the use of the Subscribed Services is degraded limiting the normal operation of DeepL, such that material features of the Subscribed Services are rendered unusable.
P3 - Normal: a technical issue that has a medium-to-low impact on the operation of the Subscribed Services, allowing Customer to still use and access material features of the Subscribed Services, or a work around is available.
P4 - Low: a technical issue which has low-to-no impact on Customer’s use and access of the Subscribed Services, with no operational blockers affecting the DeepL platform.
Issues that do not qualify as technical issues (including, but not limited to, requests related to necessary documents, invoices, or account administration) fall outside the scope of Premium Support. For such inquiries, DeepL provides support via email at [email protected] or through web forms available on DeepL’s customer support website. This support is available during Business Days (Monday to Friday, excluding public holidays in North Rhine-Westphalia, Germany) between 8:00 AM and 6:00 PM Central European Time. DeepL reserves the right to modify support hours at its sole discretion and without prior notice to Customers.