OPTIGO NETWORKS INC.
SUPPORT & MAINTENANCE POLICY
Effective Date: June 7, 2024
This Support & Maintenance Policy (“Policy”) describes the support and maintenance services provided by Optigo Networks Inc. (“Optigo”, “we”, “our”) in connection with its products and services (the “Services”).
This Policy forms part of, and is incorporated by reference into, Optigo’s Terms of Use and applicable customer agreements (collectively, the “Agreement”). In the event of a conflict, the Agreement governs.
Optigo provides technical support and ongoing maintenance to help ensure the Services operate in a manner consistent with applicable documentation. Support is designed to assist customers in the standard use and operation of the Services. It is not a substitute for customer IT responsibilities or managed services unless otherwise agreed in writing.
Optigo will use commercially reasonable efforts to provide support for:
Unless otherwise expressly agreed in writing and may be an additional expense, support does not include:
Support requests may be submitted through:
Optigo may modify or introduce support channels at its discretion.
Standard support is provided during: Monday to Friday, 6:00 AM – 5:00 PM Pacific Time, excluding statutory holidays. Optigo may, at its discretion, respond to requests outside these hours, particularly for high-impact issues, but does not guarantee availability outside standard support hours.
Optigo may prioritize and respond to support requests based on severity and business impact. While Optigo may maintain internal response targets, all response times are objectives only and are not guaranteed. For clarity, this Policy does not create any obligation to meet specific response or resolution times.
Optigo will determine issue severity in its reasonable discretion, considering factors such as:
Customers are expected to provide accurate and timely information to assist in prioritization.
Optigo will perform ongoing maintenance to support the reliability, security, and performance of the Services, which may include:
Optigo may perform scheduled maintenance that may temporarily impact availability. Where reasonably practicable, advance notice will be provided for maintenance expected to materially impact the Services.
Optigo may perform emergency maintenance without prior notice where necessary to address security risks, system stability, or other urgent issues.
To receive effective support, customers agree to:
Failure to meet these responsibilities may limit Optigo’s ability to provide support.
Support and maintenance are provided on an “as available” and “commercially reasonable efforts” basis. This Policy:
Any enhanced support levels or SLAs must be set out in a separate written agreement signed by both parties.
Optigo may update this Policy from time to time. Updates will be posted on Optigo’s website or otherwise communicated. Continued use of the Services after an update constitutes acceptance of the revised Policy.
For support inquiries:
Email: support@optigo.net