Support Terms
Standard Support Terms and Conditions.
These Support Terms and Conditions ("Terms") govern the provision of technical support for our Software products (“Software”). By using our Software, you agree to comply with and be bound by these Terms. If you do not agree, please refrain from using our Software.
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Support Services Provided
We offer various support services to help users effectively utilize our Software. The primary support services include:
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Technical Support: Assistance with the operation and functionality of the Software.
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Troubleshooting: Help with identifying and resolving software errors or issues.
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Guidance: Providing information on best practices and features of the Software.
Support is available through the following channels:
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Email Support: Users may submit support tickets via our designated email address.
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Online Support Portal: Users can access FAQs, knowledge bases, and submit support tickets through our online portal.
Support services are available during our designated support hours.
2. Support Hours
Our standard support hours are:
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Monday to Friday: 9 AM to 5 PM (your local time)
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Exclusions: Support is not available on public holidays or during scheduled maintenance.
We strive to provide timely responses to all support inquiries within our support hours.
3. Response Times
We categorize support issues into four priority levels, each with specific response time commitments:
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Critical Issues: System outages or significant functionality loss affecting all users.
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Response Time: Within 4 business hour
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High Priority Issues: Major functionality issues affecting a significant number of users.
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Response Time: Within 1 business day
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Medium Priority Issues: Non-critical issues that affect individual users or minor functionality.
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Response Time: Within 3 business day
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Low Priority Issues: General inquiries or minor issues that do not affect functionality.
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Response Time: Within 5 business days
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Response times are based on the severity of the issue as assessed by our support team.
4. User Responsibilities
To facilitate effective support, users are required to:
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Provide Detailed Information: Include relevant details, such as error messages, steps to reproduce the issue, and any troubleshooting steps already taken.
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Maintain System Requirements: Ensure that their environment meets our system requirements as outlined in our documentation.
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Data Backup: Regularly back up their data, as we are not responsible for any data loss that occurs during support interactions.
5. Exclusions from Support
Certain issues are excluded from our support services. These include, but are not limited to:
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Third-Party Software Issues: Problems related to third-party applications or services that interact with our Software.
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Custom Modifications: Issues arising from any customizations or modifications made by the user.
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User Error: Problems resulting from user error, including but not limited to incorrect configuration or misuse of the Software.
6. Support Limitations
While we strive to assist users to the best of our ability, we cannot guarantee resolution for all reported issues. Our support team will provide reasonable efforts to address concerns, but certain limitations may apply based on the nature of the issue.
7. Feedback and Improvements
We value user feedback as a means to continuously improve our Software. Users are encouraged to provide suggestions, report bugs, or request new features. However, any feedback provided will be considered non-confidential, and we may use it without any obligation to the user.
8. Changes to Support Terms
We reserve the right to modify these Support Terms at our discretion. Significant changes will be communicated to users via email or through our support portal. Continued use of the Software after changes will constitute acceptance of the new Terms.
10. Contact Information
For all support inquiries, please contact us at:
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Email: [support@cybral.com]
Our support team is committed to providing you with the assistance you need to make the most of our Software.