Tariff Hippo Support Policy
Last updated: Feb 13, 2024
Please read these terms and conditions carefully before using Our Service.
Tariff Hippo Support Policy is issued under and forms part of the Terms and Conditions. In order to better enable the resolutions of Incidents and to reflect the ongoing development in our Support practices, with notice to Customer, Provider may modify this Support Policy, but any modifications will not materially decrease Provider’s overall Support obligations during a Subscription Term.
Provider offers support services (“Support”) in accordance with the following terms:
Contact Support
Customers may report errors or abnormal behavior to the Service (“Incident”) by contacting Provider through the “Feedback” button in the app service. Provider is committed to ensuring that each of our customers receives the necessary Support in the event of an Incident, but under our standard Enterprise Support, Provider is not obligated to resolve such incidents and reserves the right to determine the resolution of Incidents in its sole discretion. There are no fixed response times.
Support Hours
Provider will provide Support during normal business hours, Monday 8:00 AM to Saturday 8:00 PM CST.
Core Functionality
Core Functionality means the core features of the Service, including the following:
- Registration and Authorization
- Dashboard opening and existing pages
- My Products screen access
- Access rights changing
- Billing
- Data uploads
- Login issues
Exclusions
Provider 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 application Documentation; (b) General internet problems, force majeure events, or other factors outside of Provider’s reasonable control; (c) Customer’s equipment, software, network connections, or other infrastructure; or (d) Third-party acts or omissions.
