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.
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:
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:
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:
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.
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.
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).
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 firstname.lastname@example.org.