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Support Terms and Conditions

Version: 2.0Effective Date: 06. 02. 2026Expiration Date: -Last Updated: 06. 02. 2026

These Support Terms and Conditions ("Support Terms") govern the provision of technical support and related services by Redamp ("Company", "we", "us") for the Redamp software platform and related services (the "Product").

These Support Terms apply to:

  • Partners, including managed service providers ("MSPs") and resellers, and
  • End-customers who purchase or use the Product directly.

These Support Terms form part of and are incorporated by reference into the applicable Terms of Service, Partner Agreement, License Agreement, and/or Distribution Agreement (each, a "Primary Agreement").

In the event of any conflict or inconsistency between the contractual documents, the following order of precedence shall apply:

  • (i) Partner Agreement,
  • (ii) Distribution Agreement (if applicable),
  • (iii) License Agreement,
  • (iv) Terms of Service,
  • (v) Support Terms, and
  • (vi) Privacy Policy.

1. Scope of Support Services

1.1 Included Support

Subject to compliance with these Support Terms and the applicable Primary Agreement, Company provides standard technical support services limited to:

  • Assistance with installation, configuration, and use of the Product in accordance with official documentation;
  • Investigation of reproducible errors or malfunctions in the Product;
  • Clarification of Product functionality and supported features;
  • Bug fixes, patches, and updates, provided at Company’s discretion.

1.2 Out-of-Scope Services

Unless explicitly agreed in writing, support does not include:

  • Custom development, integrations, or feature modifications;
  • On-site support or training;
  • Support for third-party software, hardware, networks, or services;
  • Data recovery, data migration, or remediation of customer or partner misconfigurations;
  • Legal, compliance, or data protection consulting.

The Services and Support do not constitute legal advice, compliance advice, regulatory guidance, or cybersecurity consulting services.

The Provider shall not be responsible for decisions, actions, or omissions taken based on outputs of the Platform.

2. Support Channels and Availability

2.1 Support Channels

Support requests must be submitted through Company-designated channels, which may include:

  • Support ticketing system;
  • Email support address;
  • Partner-specific support portal (if applicable).

2.2 Support Hours

Unless otherwise stated in a Primary Agreement, standard support is provided during Company’s normal business hours, excluding public holidays.

2.3 Response Times

Company will use commercially reasonable efforts to respond within indicative timeframes based on issue severity. Response times are targets only and do not constitute service level guarantees unless expressly stated in a Primary Agreement or separate SLA.

3. Severity Classification

Company may classify support requests into severity levels, for example:

  • Critical: Product unavailable or severe impact on production use;
  • High: Major functionality impaired with no reasonable workaround;
  • Medium: Limited impact or workaround available;
  • Low: General questions or minor issues.

Severity classification is determined by Company in good faith.

4. Partner-Specific Support Model

4.1 First-Line Support by Partners

Unless otherwise agreed, Partners are responsible for providing first-line support to their customers, including issue triage and basic troubleshooting.

4.2 Escalation to Company

Partners may escalate unresolved issues to Company in accordance with designated escalation procedures. Company may require Partners to provide sufficient diagnostic information before engaging.

4.3 Customer Authorization and Data Access

Support involving Customer Data is conditional upon valid customer authorization. Company may decline or limit support activities if:

  • Required authorization is missing, unclear, or withdrawn;
  • Access to Customer Data would violate applicable law or contractual obligations.

5. Customer Obligations

Customers and Partners requesting support must:

  • Use the Product in accordance with the applicable Primary Agreement and documentation;
  • Ensure that only authorized users submit support requests;
  • Provide accurate, complete, and timely information reasonably required to diagnose issues;
  • Maintain appropriate backups of Customer Data.

Failure to comply may result in delays, suspension, or refusal of support.

6. Data Protection and Confidentiality

6.1 Data Processing

Any processing of personal data in the context of support services is governed by the Privacy Policy and, where applicable, the Data Processing Agreement incorporated into the Primary Agreement.

6.2 Confidential Information

Information disclosed in connection with support requests is treated as confidential in accordance with the applicable Primary Agreement.

7. Exclusions and Limitations

7.1 No Guaranteed Resolution

Company does not guarantee that all issues can be resolved or that a specific resolution time will be met.

7.2 Suspension or Refusal of Support

Company may suspend or refuse support if:

  • The request relates to unsupported or modified versions of the Product;
  • The issue arises from misuse, unauthorized access, or breach of agreement;
  • Providing support would expose Company to legal, security, or compliance risk.

8. Changes to Support Services

Company may modify, suspend, or discontinue support services or support channels at any time. Material changes will be communicated through reasonable means, such as online publication or contractual notice.

9. Fees

Unless otherwise agreed in writing, standard support is included in applicable subscription or license fees. Company may charge additional fees for:

  • Premium or extended support;
  • Support outside standard hours;
  • Professional services or custom assistance.

10. Disclaimer

SUPPORT SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS, TO THE MAXIMUM EXTENT PERMITTED BY LAW. COMPANY DISCLAIMS ALL WARRANTIES NOT EXPRESSLY SET FORTH IN THE APPLICABLE PRIMARY AGREEMENT. 

11. Limitation of Liability

Any liability arising out of or relating to support services is subject to the limitations of liability set forth in the applicable Primary Agreement.

12. Governing Law

These Support Terms are governed by and construed in accordance with the governing law specified in the applicable Primary Agreement.

13. Contact Information

Support-related communications should be directed to the contact details specified on Company’s website or in the applicable Primary Agreement.

By using or requesting support services, you acknowledge that you have read, understood, and agree to these Support Terms.