Support Policy

In this policy Safefin, Retail-Secure”, “we”, “us” or “our” refers to Safefin. and any of our corporate business entities or affiliates.

This Safefin Support Policy (“Support Policy”) accompanies the Safefin Subscription Terms of Service, available at https://zt.safefin.in/legal/terms-of-service or a successor URL (the “Agreement”) entered into between you (“Customer”) and Safefin. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.

Safefin offers support services for the Service (“Support”) in accordance with the following terms:

  • A. Support Hours. Support is provided 8 hours per day, 7 days per week.

  • B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service (“Incidents”) by contacting Safefin Support Team via the via email at support@safefin.in. Customer will provide information and cooperation to Safefin support personnel as reasonably required for Safefin to provide Support. This includes, without limitation, providing the following information to Safefin support team regarding the Incident:

    • Aspects of the Service that are unavailable or not functioning correctly
    • Incident’s impact on users
    • Start time of Incident
    • List of steps to reproduce Incident
    • Relevant log files or data
    • Wording of any error message
    • Short video reproducing the incident

  • C. Incident Response. Safefin's Support personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide responses as soon as the time permits.

  • D. Exclusions. Safefin will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Safefin reasonable control; © Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.