Policies

Support Policy

Version: 3.0
Effective Date: 30 March, 2019

In this policy Scalefusion (formerly “MobiLock” & “MobiLock Pro”), “ProMobi”, “we”, “us” or “our” refers to ProMobi Technologies Pvt. Ltd. and any of our corporate business entities or affiliates.

This Scalefusion Support Policy (“Support Policy”) accompanies the Scalefusion Subscription Terms of Service, available at https://scalefusion.com/legal/terms-of-service or a successor URL (the “Agreement”) entered into between you (“Customer”) and ProMobi. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.

ProMobi offers support services for the Service (“Support”) in accordance with the following terms:

  • A. Support Hours. Support is provided 18 hours per day, 5 days per week.

  • B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service (“Incidents”) by contacting Scalefusion Support Team via the via email at support@scalefusion.com. Customer will provide information and cooperation to Scalefusion support personnel as reasonably required for Scalefusion to provide Support. This includes, without limitation, providing the following information to Scalefusion support team regarding the Incident:

    • Aspects of the Service that are unavailable or not functioning correctly
    • Incident’s impact on users
    • Start time of Incident
    • List of steps to reproduce Incident
    • Relevant log files or data
    • Wording of any error message
    • Short video reproducing the incident

  • C. Incident Response. Scalefusion’s Support personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide responses as soon as the time permits.

  • D. Exclusions. ProMobi will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of ProMobi’s reasonable control; © Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.