Asset Reality Support Policy

Asset Reality Support Policy 

This Support Policy ("Policy") outlines the support obligations that Asset Reality (“AR”, “Us”, “We”)  provides to you as a client ("Client", “You”, “Your”). This Policy is subject to the Master Services  Agreement (MSA) between the parties, and in the event of any conflict between the terms of this  Support Policy and the MSA, the terms of the MSA shall take precedence.

DEFINITIONS

Business Day 

Means Monday through Friday (GMT), excluding weekends and  designated public and company holidays.

Custom  Developments

Custom software, materials, or solutions designed to interact with the  Platform or Services, developed either by Client (with or without Asset Reality's assistance), including the use of application programming  interfaces (APIs) or other tools related to the Platform or Services, or  developed by Asset Reality for the Client’s benefit.

Client Cause 

Refers to (a) any negligent or improper use (including improper  installation or implementation), misapplication, misuse or abuse of, or  damage to, the Platform or Services by Client or any of its  Representatives; (b) any maintenance, update, improvement or other  modification to or alteration of the Platform or Services by Client or its  Representatives that was not specifically authorised in writing by  Asset Reality; (c) any use of the Platform or Services by Client or its  Representatives in a manner inconsistent with the then-current  Documentation; (d) any use by Client or its Representatives of any  third-party software, computer hardware, network hardware,  electrical, telephone, wiring and all related accessories, components,  parts and devices that Asset Reality has not provided to Client; (e) any  use by Client or its Representatives of a version of the Platform or  Services that is not a Supported Release; or (f) any issue caused by  Client’s information technology infrastructure, including computers,  software, databases, electronic systems (e.g., database  management systems) and networks.

Error 

An Error refers to any instance where the Platform or Service does not  operate as expected or fails to meet the functional specifications  outlined in the official documentation provided by Asset Reality. This  includes any malfunctions, bugs, or discrepancies that affect the  intended performance, features, or outcomes as described in the  official documentation. An Error, however, does not include any Client  Cause. Nor does an Error include issues arising from the Client's own  actions, such as improper use of the system, user errors, failure to follow guidelines or instructions, use of any Service or Platform in  violation of an Order, MSA, of this Policy or any external factors  controlled by the Client that might lead to the failure.

Force Majeure Event 

Means any unavailability of the Platform or Service caused by  circumstances beyond Asset Reality’s reasonable control, including  without limitation, acts of God; acts of government; flood; fire;  earthquakes; civil unrest; acts of terror, strikes or other labour  problems (other than those involving Asset Reality employees),  computer, telecommunications, Internet service provider or hosting  facility failures or delays involving hardware, software or power  systems not within Asset Reality’s possession or reasonable control,  and denial of service attacks. Please see the Master Services  Agreement for further detail. 

Master Services  Agreement (MSA)

The Master Services Agreement is the contract that establishes and  defines the overarching terms and conditions governing the business  relationship between the Client and Asset Reality.

On-Premises 

Software that is installed and operated on the Client’s own computing  infrastructure, as opposed to being hosted by Asset Reality.

Order 

The ordering document executed by both parties for the provision of  the Platform or Service.

Out-of-Scope  Services

Means any of the following: (a) any services or products requested by  Client for Services for which Client has not purchased or paid for  Support Services; (b) any services or products requested by Client in  connection with any apparent Error that Asset Reality determines in its  reasonable discretion to have been caused by a Client Cause; or (c)  any other services that Client and Asset Reality may from time to time  agree in writing are not included in the Support Services.

Representative 

Means any employee, contractor, or agent of Client or an affiliate of Client.

Support Channel 

A communication platform used by Asset Reality and the Client to  manage Support Requests, as defined in the Order.

‍Support Request 

A formal request from the Client for assistance with an Error,  submitted through a designated Support Channel.

Support Services 

The maintenance and support services provided by Asset Reality  under the terms of the MSA and this Policy.

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1. Asset Reality’s Responsibilities 

a. During the Support Period: 

i. Asset Reality agrees to provide support to the Client through a designated  support channel, which may include email, telephone, an online support portal,  or any other communication method determined by Asset Reality. This channel  will be made available to the Client for reporting issues, requesting assistance,  or seeking clarification related to the Product or Services. 

ii. Asset Reality agrees to use commercially reasonable efforts to respond  promptly to each Support Request submitted by the Client. Support Requests  will be handled in accordance with the procedures outlined in this Policy, which  may include a ticketing system, prioritization based on the severity of the  issue, and clear escalation paths for more urgent matters. 

iii. Support Services will be available during normal business hours, which will be  defined by Asset Reality, excluding weekends, public holidays, and any scheduled maintenance windows. Support outside of these hours may be available but is not guaranteed unless otherwise agreed upon in writing.  

iv. The actual resolution time will vary depending on the nature of the Support  Request and the scope of the resolution required. A resolution may consist of  a fix, workaround, or other reasonable solutions determined by Asset Reality, in  its sole discretion. 

v. Asset Reality will provide timely updates to the Client on the status of any open  Support Requests, including estimated timeframes for resolution, when  possible. 

2. Client’s Responsibilities 

a. During the Support Period, the Client agrees to: 

i. Provide prompt notice of any Error via the designated Support Channel.  

ii. The Client shall include in each Support Request a reasonably detailed  description of the reported Error, including the time at which the Client first observed the Error. 

iii. The Client must also provide relevant data, error logs, or any other materials  that may assist in the investigation and resolution of the Support Request. 

iv. The Client must also cooperate fully with Asset Reality in resolving any Support  Request. This includes, but is not limited to, reproducing operating conditions  similar to those present when the Error was detected; providing any relevant  data, documents, logs, or other information as requested by Asset Reality; and  assisting with testing or validation efforts, if necessary.

v. Designate certain employees who will act as the primary points of contact for  Support Requests. The designated individuals should be knowledgeable  about the Client’s use of the Service and be able to provide timely and  accurate information to Asset Reality regarding the Support Request. The  Client shall inform Asset Reality of any changes to this designation in writing. 

3. Support Request Procedure 

i. Client is required to follow this procedure for submitting Support  

Requests: 

ii. Submit a detailed Support Request through the designated Support  Channel(s) (e.g., email, online support portal). 

iii. Asset Reality will acknowledge receipt of the Support Request within  a commercially reasonable time. 

iv. Asset Reality will investigate the issue, which may involve gathering  additional information or clarification from the Client. 

v. Asset Reality will provide a resolution, which may include a fix,  

workaround, or further guidance to the Client. 

vi. Asset Reality will provide updates on the status of any open Support  Requests and the estimated time to resolution, where possible. 

4. Exclusions 

a. This Policy does not apply to the following situations: 

i. Issues arising from Client’s misuse, improper configuration of the  Platform or Service, or in violation or contradiction of the Order or  MSA. 

ii. Support required due to third-party services or applications not integrated or approved by Asset Reality. 

iii. Customization requests or enhancements that are outside the Scope of Service as defined in the MSA or Order. 

iv. Asset Reality will provide support for Custom Developments and  Out-of-Scope Services only as part of a separate written agreement  between Asset Reality and the Client, which may include associated fees. 

v. This Policy only applies to direct Clients of Asset Reality and does not  extend to users who have acquired or are using the services through  

a third party (e.g., resellers or integrations). 

5. Limitations of Liability 

a. ASSET REALITY’S LIABILITY FOR ANY ISSUES RELATED TO THE SUPPORT  SERVICES PROVIDED UNDER THIS POLICY SHALL BE SUBJECT TO THE  LIMITATIONS OF LIABILITY OUTLINED IN THE MSA. 

6. Modification of Policy 

a. Asset Reality reserves the right to modify this Support Policy at any time, with  such modifications becoming effective upon the Client’s receipt of written  notice of the changes. The Client’s continued use of the Support Services  after such modifications constitutes acceptance of the new terms. For the  avoidance of doubt, any amendment of this Policy does not constitute an  amendment of the MSA.

7. Supported Language 

a. All Support Requests and other communications between Client and Asset  Reality must be submitted in English. 

b. Client is solely responsible for the translation of all communications into  English. 

c. THE CLIENT ACKNOWLEDGES AND AGREES THAT THEY ASSUME SOLE  RESPONSIBILITY FOR THE RESULTS OBTAINED FROM THE USE OF ANY  TRANSLATION SERVICES AND FOR CONCLUSIONS DRAWN FROM SUCH  USE. ASSET REALITY SHALL BEAR NO LIABILITY FOR ANY DAMAGE CAUSED  BY ERRORS OR OMISSIONS IN ANY INFORMATION, INSTRUCTIONS, OR  SCRIPTS PROVIDED BY CLIENT IN CONNECTION WITH THE PRODUCT OR  SERVICES, OR ANY ACTIONS TAKEN BY ASSET REALITY AT THE CLIENT’S  DIRECTION. 

d. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ASSET REALITY  SHALL NOT BE LIABLE, WHETHER IN TORT (INCLUDING FOR NEGLIGENCE  OR BREACH OF STATUTORY DUTY), CONTRACT, MISREPRESENTATION,  RESTITUTION, OR OTHERWISE, FOR ANY LOSS OF PROFITS, LOSS OF  BUSINESS, DEPLETION OF GOODWILL AND/OR SIMILAR LOSSES, LOSS OR  CORRUPTION OF DATA OR INFORMATION, OR PURE ECONOMIC LOSS,  FAILURE TO PERFORM A DUTY OR DELAY, OR FOR ANY SPECIAL, INDIRECT,  OR CONSEQUENTIAL LOSS, COSTS, DAMAGES, CHARGES, OR EXPENSES  HOWEVER ARISING AND FOR ANY CONCEIVABLE CAUSE OF ACTION IN  REGARD TO THE PROVISION OF SUPPORT SERVICES OR CLIENT’S USE OF  ASSET REALITY’S SUPPORT SERVICES. 

8. Complaints and Escalations 

a. If the Client is dissatisfied with the resolution of a Support Request, the  following procedure will apply: 

i. The Client may submit complaints through any designated Support  Channel. 

ii. Complaints will be addressed and resolved in accordance with Asset  Reality's Complaint Policy, which is incorporated by reference and  available on our website www.assetreality.com 

iii. Complaints and feedback will be documented and addressed to the  fullest extent possible in accordance with Asset Reality’s Complaint  Policy and procedures. 

9. Supported Channels 

a. All communications between Client and Asset Reality regarding Errors and  Support Requests shall be sent to the designated email address as specified  in the Order.  

10. Supported Releases for Software as a Service (SaaS) Platform 

a. Asset Reality provides Support Services exclusively for the current version of  the SaaS solution. Support will not be provided for previous versions of the  software unless specified otherwise in the Order 

11. Supported Releases for On-Premises Software 

a. Asset Reality does not currently provide support for any versions of On Premises Software.

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Last Updated: 28 Feb 2025 | Version: 1.0

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