Enterprise Support Services Agreement

Last Updated: October 11, 2020
For purposes of this Enterprise Support Services Agreement, the term “Facebook” includes Facebook’s affiliates, contractors, and third-party vendors and service providers to the extent they provide Enterprise Support. All other terms capitalized but not defined in this Enterprise Support Services Agreement will have the definition provided in the Enterprise Use Agreement, provided at https://business.oculus.com/legal/enterprise-use-agreement/ (the “Agreement”). For clarity, this Enterprise Support Services Agreement applies to Enterprise Products but does not apply to Consumer Products, as defined in the Agreement.
Enterprise Support. Enterprise Support will be provided to you (i) from the earlier of the date you provision your Enterprise Software using the Device Manager Mobile Application or 90 days from the ship date of your Product, and (ii) during any subsequent Subscription Period (“Support Period(s)”).
During any such Support Period, the terms of this Enterprise Support Services Agreement will supersede the terms of the Limited Warranty to the extent that any terms conflict. Oculus has no obligation to provide support for Third Party Content or third party products.
  1. 1.
    Eligibility. To be eligible for Enterprise Support, you may be required to update your Software to its latest version.
  2. 2.
    Customer Support. During any Support Period, you may request support via telephone, live chat, or email by submitting a request to the Enterprise Support team at https://business.oculus.com/support/contact/, or at any successor URL. Support request submissions may require the use of valid enterprise program log-in credentials.
    1. a.
      Telephone. The enterprise support team will aim to resapond to initial requests for a telephone call within two minutes during the following telephone hours of operation:
      1. i.
        English: 24 hours per day, seven days per week.
      2. ii.
        German, Spanish, and French: 9AM–5PM Monday through Friday, Central European Time.
    2. b.
      Live Chat. The enterprise support team will aim to respond to initial requests for live chats within two minutes of receipt during the following live chat hours of operation:
      1. i.
        English: 24 hours per day, seven days per week.
      2. ii.
        German, Spanish, and French: 9AM–5PM Monday through Friday, Central European Time.
    3. c.
      Email. The enterprise support team will aim to respond to initial emails within eight hours of receipt during the following email support hours of operation:
      1. i.
        English: 24 hours per day, seven days per week.
      2. ii.
        German, Spanish, and French: 9AM – 5PM Monday through Friday, Central European Time.
    4. d.
      From time to time, Facebook may exceed the above estimated response times due to high call volumes or other extenuating circumstances.
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