AmberFlux Software Support Terms  (Effective: May 1, 2025)

 

Overview

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These terms outline how AmberFlux provides software support to users of our applications and integrations. Our aim is to ensure you receive timely assistance, issue resolution, and clear communication throughout your experience with our software.

 

Who These Terms Apply To

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These terms apply to all users of AmberFlux software who may require assistance using, configuring, or troubleshooting our applications.

 

Support Channels

       You can reach our support team through the following:

• Email: servicesupport@amberflux.com

• In-App Help (if available)

• For Privacy or Security Issues: check the privacy policy at www.amberflux.com

 

Types of Support Offered AmberFlux offers the following categories of support:

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• Setup and Configuration Guidance: Assistance with initial onboarding, third-party integration setup (e.g., Zoom, LLM etc), and application configuration to suit your use case.

• Usage Help for Key Features: Guidance on using core features of the application

• Troubleshooting Common Issues: Help resolving known issues like login problems, permission errors, or unusual app behavior.

• Bug Reporting and Resolution: Submit and track bugs. We keep you updated as we verify, reproduce, and resolve the issue.

• OAuth Access Issues (e.g., Zoom, Microsoft etc): Support in reconnecting or resolving access issues with third-party services.

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Note: Some support services—especially those requiring deep technical investigation, specialized help, or personalized training—may be priced support services. Where a fee is involved, AmberFlux will seek your prior written approval before proceeding. No chargeable support will be provided without your explicit consent.

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Support Hours and Response Times:

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• Support Hours: Monday to Friday, 10:00 AM – 6:00 PM IST

• Initial Response Time: Within 2 business day

• Resolution Time: Based on issue severity; most non-critical issues are resolved within 5 business days

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Severity Levels and Expected Timelines

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• Severity: High (App is unusable or critical features broken) - Target Response time : 1 business day

• Severity: Medium (Some features not working as expected) - Target Response time: 3 business days

• Severity: Low (Minor bugs, general questions) - Target Response time: 7 business days

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Support Limitations

 

AmberFlux support does not include:

• Issues with unrelated third-party software

• Custom feature development unless agreed as a service

• On-site or phone support unless arranged in advance

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How You Can Help

 

To help us help you efficiently, please:

• Clearly describe the issue you're facing

• Include screenshots, logs, or example inputs if applicable

• Ensure your app version and OAuth settings are up to date

 

Updates to These Terms

 

We may update these support terms as our processes or tools evolve. You will be notified of any material changes via changes to the terms published on our website www.amberflux.com

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Additional Terms

 

AmberFlux support is subject to terms of service provides at www.amberflux.com. AmberFlux reserves right to change the support terms, define severity levels and interpretation of severity levels, expected response timelines etc. at its sole discretion. No liabilities are accepted under any circumstances for any unpaid service provided to users. AmberFlux makes no warranties of any kind including warranties related to reasonable efforts or reasonable expectations or practices to support.

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For support, please contact us at servicesupport@amberflux.com

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