Thank you for choosing Univerge LLC! We are committed to providing the best support possible for our products/services. This Support Policy outlines the scope of our support services and the terms under which we offer assistance. By using our products/services, you agree to abide by the provisions of this Support Policy
1. Support Channels:
a. Customer Support Portal: For assistance, please use the integrated support page on the Univerge Applications Center Dashboard installed in your Netsuite account (Setup Menu), where you can submit support tickets, access knowledge base articles, and find helpful resources..
b. Email Support: You may also reach out to us via email at netsuite@univerge.llc for support inquiries or general questions.
2. Scope of Support:
a. Product-Specific Support: Our support services are primarily focused on resolving issues related to the functionality, features, and usage of our products/services. We aim to assist you in using the product as described in its documentation.
b. Technical Assistance: We provide technical assistance to help you identify and resolve product-related issues, including but not limited to installation, configuration, and troubleshooting.
c. Bug Fixes: If you encounter any reproducible bugs or defects in our products, we will endeavor to address them promptly and provide bug fixes through product updates.
3. Exclusions from Support:
a. Third-Party Products/Services: We do not provide support for third-party products or services, even if they are integrated or used in conjunction with our offerings. For issues related to third-party products, please contact the respective vendors or support channels.
b. Customizations and Modifications: Support is limited to the original, unaltered version of our products/services. We do not guarantee support for products that have been customized or modified by users or third parties.
c. End-of-Life Products: Support for older versions of our products may be limited or unavailable after the release of newer versions. We encourage users to update to the latest versions to receive full support.
4. Response Time:
a. We strive to respond to support inquiries within 24Hours during regular business hours [US Mountain Time]. However, response times may vary depending on the volume of requests and the complexity of the issues.
5. Support Levels:
a. Basic Support: Basic support is available to all users and includes assistance with general inquiries, product usage guidance, and bug reporting.
b. Priority Support: Priority support is available to customers with an active subscription or premium plan. Priority support users receive faster response times and dedicated assistance.
6. Support Hours:
a. Our regular business hours are 8AM to 6PM, US Mountain Time. Support inquiries submitted outside these hours will be addressed as soon as possible during the next available support hours.
7. Support Renewals:
a. For subscription-based products/services, support is typically included for the duration of your active subscription. Upon renewal, you will continue to receive support for the renewed period.
8. Changes to Support Policy:
a. We reserve the right to modify or update this Support Policy at any time. Changes will be effective immediately upon posting on our website or notifying existing customers.
9. Contact Us:
If you have any questions or need assistance, please contact our support team through one of the support channels mentioned above.
10. Using our products/services:
By using our products/services, you agree to adhere to the terms of this Support Policy. Please review this policy periodically for any updates or changes.
Last updated: 2023.08.01