Support, maintenance and updates — review draft

Confirm the actual support provider/contact, product entitlement, staffed hours and operational commitments before publication. No service-level guarantee is approved by this draft. 1. Included service The purchased offer and order must state the support period, covered version/environment, update entitlement, channels and any paid service tier. Support and updates are separate entitlements. A licence described as perpetual does not by itself prove perpetual hosting, maintenance or every future update; the actual purchased terms govern. 2. Contact and safe requests Use support@appwaze.com or the authenticated support channel. Supply the product/version, relevant order reference, reproduction steps and a sanitised diagnostic. Do not send passwords, private keys, full payment-card data or unnecessary personal/customer records. Use the approved private-attachment process for material that is necessary to investigate. 3. Coverage and exclusions Describe the actual supported environments and the distinction between a product defect, configuration help, third-party outage and a requested feature/change. Do not use a support exclusion to remove mandatory remedies or an express product promise. Custom work requires a separately agreed scope and fees. 4. Timing and incidents Publish the real staffed hours, time zone, severity handling and escalation path in Appwaze Software (appwaze.com). Any response, availability, recovery or resolution commitment must be supported by actual staffing and the applicable service agreement. Do not assume 24/7 cover, a fixed recovery time or a guaranteed correction deadline. 5. Updates and end of support Explain applicable compatibility/security updates, how customers receive notices, supported versions and any approved end-of-support process. Do not retrospectively remove purchased rights. Backups and restoration for a hosted product require its explicit service terms and tested operational capability; they are not implied by a downloadable-software support promise. 6. Complaints and records Explain escalation through legal@appwaze.com, the applicable refund/consumer remedies and the approved retention criteria for support material. Access to attachments must remain limited to authorised people. The final privacy notice must identify relevant providers, locations and retention rather than promise universal or immediate deletion. Custom-work start and handover Custom-work commencement requires the confirmed 50% advance and contract confirmation; the balance is due before final delivery/handover. A project status label or payment screenshot is not payment proof. The accepted quote defines support scope; this policy does not create an invented support term or excuse mandatory remedies.