Support Terms
These Support Terms describe the support services ConnectionAI Inc. ("Provider") makes available to customers with an active subscription under a Master Subscription Agreement or other written agreement with Provider (the "Agreement"). Capitalized terms not defined here have the meanings given in the Agreement.
1. Support Channel. Customer will report errors, defects, and other issues with the Services ("Errors") through Provider's designated support channel. The current designated support channel is contacting ConnectionAI at Contact Us. Provider may update the designated support channel from time to time by notice to Customer.
2. Support Hours. Support is available during Provider's standard business hours, Monday through Friday, excluding U.S. national holidays. Support requests submitted outside business hours will be addressed on the next business day.
3. Error Reporting and Cooperation. Customer will provide sufficient detail when reporting an Error to enable Provider to reproduce and diagnose the issue, including screenshots, log files, configuration details, and screen sharing access as reasonably requested by Provider. Provider will use commercially reasonable efforts to respond to properly reported Errors and to correct confirmed material nonconformities in the Services.
4. Exclusions. Provider is not responsible for errors or issues caused by Customer Data, Customer systems or configurations, third-party products or services, unauthorized modifications to the Services, or use of the Services outside the Documentation or applicable Order Form.
5. Updates. Provider may issue updates, corrections, enhancements, or new releases and incorporate them into the Services at any time. Updates that add materially new functionality may be subject to additional fees as stated in an Order Form.
6. Beta and Preview Features. Provider may make beta, preview, trial, or pre-release features available to Customer. Beta features are provided for evaluation only, may be changed or discontinued at any time, and are provided "as is" without warranties, service levels, or support commitments.
7. Changes to These Support Terms. Provider may update these Support Terms from time to time. Provider will not materially reduce the level of support applicable to a Customer's active Order Forms through an update to these Support Terms. Material changes will be communicated to Customer by email or through the Services.