Support scope
Support can include assistance with account access, product usage, configuration guidance, bug reporting and service-related issues according to the applicable package.
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Support availability and response handling may vary according to the customer's package and signed agreement.
These public policies explain the general operating, privacy, security and commercial framework for ezyprocure.app. A signed customer agreement may contain additional or overriding terms.
Product access assistance
Issue investigation
Package-based support scope
Custom work may be separately chargeable
Support can include assistance with account access, product usage, configuration guidance, bug reporting and service-related issues according to the applicable package.
Custom development, data migration, integrations, training, onsite support, implementation and consulting may be separately scoped unless expressly included in the customer's agreement.
Customers should provide enough information to investigate an issue, such as the affected module, user role, screenshots where appropriate, browser or device context and a clear description of the observed behavior.
Issues involving confirmed security or broad service access may receive higher operational priority than general product questions. Any contractual response times apply only where expressly agreed.