KIVEX Support, Maintenance and Availability

1. Standard support

Support can be contacted at [email protected]. The Customer should state:

• the organisation and Workspace;
• the Agent or feature affected;
• the time and environment in which the issue occurred;
• the expected and actual behaviour;
• a safe way to reproduce the issue;
• a screenshot or log free of third parties' personal data and secrets, if needed.

2. Scope of standard support

Standard support includes reasonable assistance with:

• account access and basic use of features;
• identifying an error in the standard Service;
• billing and plans;
• security reports;
• export and data rights;
• pointing to documentation or a known limitation.

Without a separate agreement, it does not include custom development, administration of the Customer's systems, legal advice, content creation, large-scale data migrations, optimisation of third-party websites or troubleshooting of integrations that KIVEX does not support.

3. Priorities

KIVEX may triage requests indicatively as follows:

This classification does not set a guaranteed response or resolution time unless paid support or an SLA has been agreed in the Order.

4. Availability

KIVEX strives for high availability, but standard plans have no publicly guaranteed uptime percentage. Outages may be caused by maintenance, errors, security measures, network issues, integrations, suppliers or force majeure.

No figure in marketing materials, a dashboard or historical statistics constitutes a binding guarantee of future availability.

5. Maintenance and updates

KIVEX may carry out:

• planned maintenance, of which it will try to give advance notice where the impact is significant;
• emergency maintenance without prior notice where it is necessary for security, stability or compliance with the law;
• ongoing updates, fixes and changes to the technical implementation.

Where maintenance cannot be carried out without interruption, KIVEX tries to minimise the impact and, where possible, to choose a time of lower traffic.

6. Exclusions

Any individually agreed availability does not take into account events expressly excluded by the Order, typically:

• planned or emergency maintenance;
• an outage of the customer's website, network, DNS or systems;
• an error or limitation of a third-party service outside KIVEX's control;
• incorrect configuration, unauthorised modification or breach of the documentation by the Customer;
• an attack, misuse or force majeure;
• beta, preview and Free features;
• suspension under the Contract.

7. Individual SLA

Guaranteed availability, response times, on-call coverage, escalation and service credits apply only where they are expressly set out in a signed Order or an individual SLA. In the event of a conflict, the individual SLA prevails only to the extent of that conflict.