This Support Policy sets forth the policies and procedures with respect to services (the “Service
”) provided by Mobiz to a customer (“Customer
”) pursuant to a separate Service agreement between Mobiz and Customer (a “Customer Agreement
Mobiz will use commercially reasonable efforts to: (i) provide Customer with 99% availability to the Service; and (ii) provide standard Mobiz software support to Customer.
If the Service becomes substantially unavailable to Customer due to defects with the Service, Mobiz will endeavor to respond to Customer (i) within eight (8) hours from Customer’s notification to Mobiz of such unavailability, if during normal business hours (Monday-Friday, 9h00 – 17h00 SAST, excluding official public holidays), or (ii) within eight (8) hours of the start of the next business day, if outside of normal business hours. (“Support Hours
Mobiz will provide support to customer for defects with the Service in accordance with the Service Package selected by Customer. Any other support services are outside of the scope of this policy and must be separately agreed in writing by Customer and Mobiz. Customer may designate up to 2 support contacts (“Designated Support Contacts
”), and all support requests must come through the Designated Support Contacts. Customer may update the Designated Support Contacts by providing notice to Mobiz via email.
Customer may initiate support during the Support Hours by calling +27-21-510-7911 (South Africa) or any time by emailing firstname.lastname@example.org.