Customer Support Terms & Conditions
Last Updated: November 29, 2022
These Customer Support Terms and Conditions (“CS Terms and Conditions”) form part of the DemandSphere Terms of Service available at https://www.demandsphere.com/terms-of-service/ (“DemandSphere Terms of Service”) and will govern the rights and obligations of DemandSphere and User in relation to the Support (defined below) provided by DemandSphere as a part of the Services. These CS Terms and Conditions become effective upon access to the Services. By using the Services, you accept this CS Terms and Conditions.
Capitalized terms not defined herein shall have the meanings assigned to them in the DemandSphere Terms of Service.
1. Definition. Support means the Support Services provided by DemandSphere as long as you access or use the DemandSphere Services.
2. Provision of Support.
2.1. During the Term, User may receive:
2.1.1. Online Support. You may submit support and related requests via an online webform that is available on Website.
2.1.2. Email Support. You may submit support and related requests via email to support@demandsphere.com.
2.2. Each request is given a unique identification number for Your convenience and reference.
2.3 You agree that when you submit a support request, DemandSphere may access your User Account in order to assist with the request.
3. Customer Responsibilities.
3.1. DemandSphere’s obligations regarding Support are subject to the following:
Customers will report to DemandSphere problems and provide DemandSphere with all necessary information, access, and full good faith cooperation reasonably necessary to facilitate the provision of the Support. Customer’s failure or delay in its performance of any of the foregoing relieves DemandSphere of its obligations under CS Terms and Conditions to the extent that such obligations are dependent upon Customer’s performance.
4. Support Limitations
4.1. DemandSphere have no obligation to provide Support for issues caused by or arising out of the following:
4.1.1. use of the Services in a manner for which it was not designed, including in breach of the DemandSphere Terms of Services;
4.1.2. Third-party products and services are not provided by DemandSphere, including those Third Party Products and Services which used within the Services;
4.1.3. consulting questions not related to the Services provided by DemandSphere. Support does not cover professional or consulting services, including consultations regarding the marketing and marketing strategy.
4.3. DemandSphere reserves the right to refuse to provide Support if you use excessive language, including but not limited to obscene language, cursing, derogatory comments, or racial slurs.
5. Disclaimer.
DemandSphere will use commercially reasonable efforts to provide the Support under these Terms; however, User acknowledges that DemandSphere cannot guarantee that every question, problem, or issue reported by User can or will be resolved. Nothing in these CS Terms and Conditions shall expand or add to any warranty for the Services set forth in the DemandSphere Terms of Services governing the use of the Services.
Other than the warranties provided in the agreement for the services, DemandSphere provide no warranty, express, implied, or statutory including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, title or non-infringement of third party rights related to services or support that may be provided hereunder.
6. Independent Contractor. All work performed by DemandSphere in connection with the Support and/or Services described in these CS Terms and Conditions shall be performed by DemandSphere as an independent contractor and not as User’s agent or employee. DemandSphere will determine, in its sole and reasonable discretion, the appropriate DemandSphere resources to be used in performing the Support, on an as-available basis.
