Support Terms of Use.

These Support Terms of Use (the "Support Terms") govern the technical support that suriq.io ("Suriq", "we", "us", or "our") provides for the Suriq platform. They apply in addition to our Terms of Use and Privacy Policy and GDPR, which remain in force. Where these Support Terms conflict with a separately signed agreement, that agreement controls.

We may update these Support Terms from time to time. The version in effect when you submit a request applies to that request.

• Service - the Suriq web console, APIs, workers, and related hosted services.
• Support - the assistance we provide to help you use and troubleshoot the Service.
• Request - a single support enquiry you submit about a specific issue or question.
• Business Hours - our standard working hours, which may vary by plan and region.

You can reach our support team by email at [email protected] and through the channels made available inside your account. The support channels, priority handling, and response targets available to you depend on the plan you are subscribed to.

We use commercially reasonable efforts to respond to Requests during Business Hours. Unless a separately agreed service-level commitment says otherwise, response and resolution times are targets, not guarantees.

To help us assist you quickly, please include in each Request a clear description of the issue and its impact, the affected part of the Service, the steps to reproduce it, and any relevant error messages, timestamps, or screenshots. We may ask for additional information needed to diagnose the issue. Each Request should concern a single, distinct issue.

We prioritise Requests based on their severity and impact - for example, an issue that makes the Service unavailable is handled ahead of a routine question. We may reprioritise Requests as circumstances change, and we will keep you informed of progress on issues we are actively working.

Support is intended to help you use the Service as designed. It generally includes assistance with:

• questions about features, configuration, and expected behaviour;
• diagnosing and resolving errors or faults in the Service;
• guidance on connecting supported integrations and notification channels;
• investigating suspected defects, which we may classify as a bug fix or a feature request.

Support does not extend to matters outside the operation of the Service, including:

• issues caused by your own infrastructure, networks, or third-party services we do not control;
• configuration, administration, or troubleshooting of your servers, cloud accounts, or applications;
• custom development, scripting, or consulting beyond general usage guidance;
• problems arising from use of the Service contrary to our documentation or the Terms of Use;
• recovery of data lost due to your own actions or third-party failures.

Where an issue falls outside support, we will tell you and, where we can, point you toward an appropriate resource.

To receive effective support, you agree to provide accurate information about the issue, respond to our requests for detail in a timely way, maintain a supported configuration, and ensure that the people contacting us are authorised to act for your account. Delays or incomplete information may affect how quickly we can help.

Resolving some Requests may require us to access account information, logs, or - with your authorisation - your environment. We will request only the access reasonably necessary to investigate the issue and will handle any credentials or data you share in accordance with our Privacy Policy and GDPR and with reasonable security measures. You should provide access using the least privilege required and revoke it once the issue is resolved.

The Service works alongside products and services operated by third parties. We do not provide support for third-party software, and we are not responsible for its availability, behaviour, or terms. Where an issue originates with a third party, we will help identify it but cannot guarantee a resolution that is outside our control.

The level of support included with your subscription is determined by your plan. Any support offered beyond what your plan includes - such as premium or out-of-hours assistance - may be subject to additional fees as described in the applicable plan or order. Fees are payable in accordance with our Terms of Use and may change on reasonable notice.

We provide support using commercially reasonable efforts and reasonable skill and care. Except as expressly stated here, support is provided "as is", and we make no warranty that any Request will be resolved, that the Service will be free of defects, or that support will achieve any particular outcome. All implied warranties are disclaimed to the maximum extent permitted by law.

To the maximum extent permitted by law, our total aggregate liability arising out of or relating to support is limited as set out in our Terms of Use, and we are not liable for any indirect, incidental, special, or consequential damages, or for loss of profits, revenue, data, or goodwill, arising out of or related to the provision of, or failure to provide, support.

Support is provided for as long as you maintain an active subscription that includes it. Your right to support ends when your subscription ends or is suspended, or where you are in material breach of these Support Terms or the Terms of Use. We may modify or discontinue support offerings on reasonable notice.

These Support Terms are governed by the laws of the State of Israel, and any dispute relating to them is subject to the jurisdiction described in our Terms of Use.

For help, or questions about these Support Terms, contact:

suriq.io
Email: [email protected]