Support Policy at Nano Net Technologies Inc. Effective day 2nd Dec 2020
This Nanonets Support Policy ("Support Policy") accompanies the Nanonets Subscription Terms of Service, available at Terms of Service or a successor URL (the "Agreement") entered into between you ("Customer") and Nanonets. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Nanonets offers support services for the Service ("Support ") in accordance with the following terms:
A. Support Hours. Support is provided 24 hours per day, 7 days per week.
B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Nanonets via email at [email protected]. Customer will provide information and cooperation to Nanonets as reasonably required for Nanonets to provide Support. This includes, without limitation, providing the following information to Nanonets regarding the Incident:
- Aspects of the Service that are unavailable or not functioning correctly
- Incident's impact on users
- Start time of Incident
- List of steps to reproduce Incident
- Relevant log files or data
- Wording of any error message
C. Incident Response. Nanonets's Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.
D. Exclusions. Nanonets will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Nanonets's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.