Support Policy
This Bizplanr Support Policy (“Support Policy“) accompanies the Bizplanr Subscription Terms of Service, available at https://bizplanr.ai/terms-and-policies or a successor URL (the “Agreement“) entered into between you (“Customer“) and Bizplanr. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Bizplanr offers support services for the Service (“Support“) in accordance with the following terms:
- Support Hours. Support is available Monday through Friday from 8:00 PM to 5:30 AM Pacific Standard Time or 9:00 PM to 6:30 AM Pacific Daylight Time (9:30 AM to 7:00 PM Indian Standard Time). Support operations are conducted in Indian Standard Time. After hours, visit the Help Center for answers to common issues.
- Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service (“Incidents“) by using our Contact Us page. Customer will provide information and cooperation to Bizplanr as reasonably required for Bizplanr to provide Support. This includes, without limitation, providing the following information to Bizplanr 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
- Exclusions. Bizplanr 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 Bizplanr’ reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
