Support Policy

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

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

Retail-Secure 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 Retail-Secure Support Team via the via email at support@retail-secure.in. Customer will provide information and cooperation to Retail-Secure support personnel as reasonably required for Retail-Secure to provide Support. This includes, without limitation, providing the following information to Retail-Secure 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. Retail-Secure’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. Retail-Secure 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 Retail-Secure reasonable control; © Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.