Support and Maintenance Policy

This Support and Maintenance Policy outlines the support and maintenance services provided by the Licensor for Selode.AI as licensed to a Licensee under the Subscription Agreement.

Words defined in the Subscription Agreement have the same meaning in this Support and Maintenance Policy, unless otherwise defined herein.

1. Support Services

Support Availability

1.1 We offer standard support from 9 AM to 5 PM Sydney time, Monday to Friday, excluding public holidays. You can reach us via support@multiverse.partners or via your User Account.

Support Requests

1.2 Support requests should include a detailed description of the issue, including error messages, steps taken, and screenshots if applicable. We will acknowledge receipt of your support request within 1 business day.

Response Times

1.3 We aim to respond to support requests within a reasonable timeframe, based on the nature and urgency of the request.

Exclusions

1.4 The following are not covered under this Support and Maintenance Policy:
(a) Issues caused by modifications or misuse of Selode.AI.
(b) Support for third-party software or hardware not provided by us.
(c) General consulting or training services.  Please contact us for these separate services.

2. Maintenance Services

Periodic Updates and Reviews

2.1 We will conduct Periodic Updates and Reviews which may include improvements, bug fixes, and new features. Updates will be deployed by our Representatives during Periodic Updates and Reviews, or may be made available by other means. Major version upgrades may require separate fees or licensing agreements.

Emergency Maintenance

2.2 In cases of critical issues or security vulnerabilities, we may perform emergency Support and Maintenance or conduct a Periodic Update and Review without prior notice. We will work to minimise any disruption to your service.

3. Hardware Maintenance and Replacement

Faulty Hardware

3.1 If any Hardware provided by us is found to be faulty or defective, we will replace or repair the faulty Hardware at no cost to you. Replacement Hardware will be shipped within 30 days of diagnosing the issue.

Hardware Return

3.2 If faulty Hardware needs to be returned, we will arrange collection. You are required to provide reasonable assistance and access to us and our Representatives. Failure to provide reasonable assistance and to return the Hardware will result in charges as outlined in the Subscription Agreement.

Damage Exclusions

3.3 Damage caused by misuse, unauthorised modifications, tampering or any breach of an agreement you have with us, will not be eligible for free repair or replacement. In such cases, you will be liable for a replacement fee as specified in the Subscription Agreement.

4. End of Support and Maintenance

End of Life

4.1 We may discontinue support for older versions of the Software or Hardware after providing reasonable notice. During the notice period, we may assist with upgrades to the latest supported version, if available.

Extended Support

4.2 At our discretion, extended support services for outdated Software or Hardware may be available for an additional fee.

5. Support Limitations

5.1 Support and Maintenance are provided on a reasonable efforts basis. While we strive to resolve issues in a timely manner, we do not guarantee that all problems will be solved within a specific time frame, nor can we ensure that Selode.AI will be free from errors or defects.

6. Compatibility

6.1 Selode.AI is currently compatible only with the latest versions of Google Chrome and Microsoft Edge. The functionality and performance of Selode.AI may be limited or unsupported on other browsers. We recommend using Chrome or Edge for the best experience and full functionality.

7. Policy Updates

7.1 We may update this Support and Maintenance Policy from time to time. You will be notified of significant changes via email to your Account Administrator. Continued use of the Selode.AIafter such updates constitutes acceptance of the revised Support and Maintenance Policy.

For questions about this Support and Maintenance Policy or for further assistance, please contact our customer support team at support@multiverse.partners.