Support Policy

Support Policy

1. The Social Awareness Group operating through Nisto Link Inc. (NL) will provide authorized users with access to technical support resources for resolution of Defects in the Services.

2. The term “Defect” means any material and reproducible failure of the software to perform in all material respects in accordance with provided documentation, for the purpose of the Services, excluding users errors, weather-related or environmental factors, isolated defects or errors that are not reproducible by NL. All other capitalized terms are as defined in the Master Subscription Agreement.

3. Support Limitations –Support covers support for normal usage of the Services by authorized users. Support is subject to the following limitations:

a. No support is provided for use of the hardware or software for anything other than Services.

b. Support does not include the development of any custom modules, hardware, equipment or software.

c. Standard system and usage requirements apply. NL reserves the right to reasonably update and modify such requirements from time to time in response to research, development, regulatory changes or software updates. No support is provided for damage or issues arising from a failure to comply with NL’s system and usage requirements

4. Support does not include:

a. training or on-site support unless these services are specifically itemized in an invoice issued by NL; additional charges or travel costs may apply.

b. installation of software; customization, implementation, unit configuration, consulting services;

c. any problems or issues caused by or attributable to user error, or insufficient user training,

d. any problems or issues caused by or attributable to failures in the user’s system, failures in the internet, or other external cause;

e. any “ beta”, “ trial” or “ prerelease” hardware or software;

f. troubleshooting or maintenance for the hardware or software of third parties;

g. failures in telecommunications facilities, or any outages or bandwidth restrictions, or transmission limitations.