fbpx

Support policy

Software support

This Software Support Policy (“Support Policy”) describes the policies and procedures under which Aviner PLC. provides support services (“Support Services”) for its proprietary software product(s) and Dashboard (“Tikus”) to its customers (each, a “Customer”). Support Services are provided for all individuals who have installed our product since they are subject to the terms and conditions of that License Agreement and the terms of this Support Policy they agreed on during installation. Support Services are provided for the term specified herein, or for the period otherwise specified in the License Agreement.

Section 1 – Overview

1.1 Support Services are provided via the Customer Portal and additional methods as indicated on the Support Policy. This Support Policy sets forth expectations for Support between the Customer organization and Tikus Customer Support organization, including:

  1. Who is authorized to submit issues?
  2. How to submit issues
  3. What types of issues are supported?
  4. How and when Tikus resolves and closes reported issues?

Section 2 – Scope

2.1 What Support Services Include. If Customer is facing any inconvenience while using our platform, Tikus shall provide Customer with Support Services consisting of the following:

  1. Web‐based submissions of Incidents (as defined below) submitted by up to the number of designated Contacts (as defined below) as specified on the Support Policy.
  2. Major Releases, Minor Releases, and Maintenance Releases of the Software.
  3. Documentation and Users Guide distributed with the software and found on Tikus’s website
  4. Provision of guidance and troubleshooting to Customer in connection with questions and issues arising from the following Customer activities with respect to the Software:
    1. Installation: Support for installation includes providing guidance and troubleshooting in connection with Customer’s downloading and installing the Software.
    2. Configuration Issues: Support for configuration includes troubleshooting Customer’s configuration settings for existing installations on Supported Platforms (as defined below) to ensure proper operation and connectivity.
    3. Usage: Tikus’ qualified personnel can provide understanding in regards to Customer’ “how-to” questions related to standard and intended Software usage.

2.2 Upgrades. Support Services may include new versions of the Software, when and if made commercially available by Tikus (Major Release, Minor Release or Maintenance Release). If Tikus labels the new version of the Software as an upgrade or update to Software previously licensed to you (“Previous Version”), Customer may replace the Previous Version (including all installed copies) with the new version.

2.3 Efforts to Correct the Software. Tikus shall make commercially reasonable efforts to correct bugs or other errors in the Software. The customer acknowledges that Tikus is not required to correct every or any bug, error, or problem with the Software that it reports to Tikus or of which Tikus is otherwise made aware. Bugs are not corrected for Software declared as Retired or End of Life

2.4 Support Exclusions: The following are excluded from Tikus Support Services obligations:

  1. Software that is used on or in conjunction with hardware or software other than as specified in the applicable documentation.
  2. Altered or modified Software, unless altered or modified by Tikus.
  3. Defects in the Software due to accident, hardware malfunction, abuse or improper use.
  4. Any version of the Software for which Support Services have been discontinued by Tikus and/or version of the Software that has become End of Life Software
  5. Free and Open Source Software distributed by Tikus or other Software provided at no charge.
  6. Training, customization, integration and any issues arising from non‐standard usage of the Software.

Dashboard support

We offer technical support only to our customers via email. But if the inconvenience cannot be fixed through email, we might be able to send an individual to take a look. We will help you with issues regarding the installation, setup, modification and customization of your Dashboard, or if you’re having trouble with your account.

After your installation, we will communicate with you the official email for the support service. If you are our customer you can find more information by logging in then click “Support” on the side menu.

If you are not our customer and you need some general information regarding Tikus or our company feels free to contact us, we will be happy to answer your questions.

Support Hours

We usually answer questions Monday to Friday, 9 am-5 pm, Local time. You will most likely get an answer within 48 hours on workdays.

Support Duration

If you requested a dashboard setup, we offer a 30 days support period (starting from the day of the request).

The extent of our support

We only cover support for our Dashboard and we cannot give support that isn’t related to our Dashboard (E.g. third-party plugins).

Bug Fixing

It is our commitment to fix all Dashboard bugs as quickly as possible after they are brought to our attention.

If you discover any bug please contact us at tikusdelivery@gmail.com.