SERVICE SUPPORT POLICY
This support policy relates to your use of the the idapt planner 3D website at www.idaptplanner3d.com (“the Website”) and the use of idapt planner 3D that forms the subscription service (“the Service”). This service support policy (“the Support Policy”) might be updated from time to time and you are advised to check the website regularly.
Updates idapt LLP has appointed members of staff to its idapt planner support team (“the Team”) in order to assist subscribers with any technical or learning issues they experience with the Website and/or the Service. The Team may carry out the following work to the Website and/or the Service:
(i) address security fixes;
(ii) initiate critical patches;
(iii) carry out general maintenance;
(iv) add new functionality or product information;
(v) update support documentation; and
(vi) carry out other incremental updates.
The items listed in (i) to (vi) inclusive are known collectively as “Updates”.
Any Updates will be made available to you at the Team’s discretion. The Team and idapt LLP is under no obligation to develop any future functionality or enhancements. If an update to the Website and/or the Service is made available to you pursuant to the Support Policy, it shall automatically replace the previous version of the applicable Website and/or Service.
Where possible, any Updates to the Website and/or Service will be scheduled during non-business hours (in the UK) and at a time to reduce the inconvenience to international customers. The Team will endeavour to provide you with notice of any downtime of the Website and/or Service.
Response times
The Team are committed to a rapid response in relation to all support requests. A support request can be logged with the Team on a 24 hour per day, 7 days per week, 365 days per year basis via the Website or by email [email protected]. All support requests will be tracked by the Team until they are resolved.
The Team does not guarantee a resolution time for your support request and any resolution may consist of a fix, workaround, service availability or other solution that the Team deems reasonable. The Team will use reasonable efforts to resolve your support requests as quickly as possible.
