Support Policy

1. Interpretation

Unless otherwise stated in this Support Policy, all defined terms shall have the meanings given to them in idoba’s Master Subscription Agreement (available at https://www.idoba.com/legals).

2. idoba Responsibilities

Subject to the terms of the Master Subscription Agreement, Order and SOW (as applicable), idoba shall take reasonable steps to provide Customer with Support Services in accordance this Support Policy during the Subscription Term.

3. Customer Responsibilities

Customer must, using a communication channel approved by idoba and advised to Customer, promptly communicate to idoba any matter for which Customer is seeking Support Services (Support Request).

4. Support Services

4.1 DESCRIPTION

idoba shall take reasonable steps to:

a) provide the Customer with an initial response to any Support Request; and

b) assist the Customer to resolve any Support Request, (together, the Support Services).

4.2 INCLUSIONS

idoba shall only be required to provide Support Services for:

a) Support Requests relating to the Service being unavailable;

b) Support Requests relating to the Service not substantially conforming to the relevant Product Specification; and/or

c) Making Updates available from time to time at Idoba’s sole discretion.

4.3 SERVICE LEVEL AGREEMENTS

idoba shall take reasonable steps to provide the Support Services in accordance initial response and target resolution time service level agreements in Annexure A (SLAs).

4.4 EXCLUSIONS

a) idoba is not required to provide Support Services in respect of:

b) any Customisations (and any such services for Customisations will only be provided if mutually agreed in an SOW);

c) onsite support;

d) minor issues, cosmetic bugs, UI improvement requests or suggestions, and/or documentation requests with no operational impact;

e) anything caused or contributed to by Customer.

4.5 SUPPORT MEDIUM

idoba shall provide the Support Services via, at idoba’s sole discretion, online, email and/or telephone support channels.

4.6 SUPPORT HOURS

idoba is only required to provide Support Services during standard business hours, 0900-1700 WST / GMT+8, Monday to Friday.

5. General

5.1 POLICY EXCEPTIONS

Except as outlined in the Master Subscription Agreement, Order or SOW, idoba shall not be liable to Customer for any breach of this Support Policy or failure to meet an SLA.

5.2 POLICY AMENDMENTS

Licensor may amend this Support Policy at any time by posting the amended version of this Support Policy on Licensor’s website or making those terms available through the Service. Any amended version of this Support Policy will only apply to Subscription Terms following the date of the amendment of this Support Policy.

Annexure A – Support Service Level Agreements