Genie AI Support Terms

Legal Documentation

Support Terms

Who do these terms apply to?

‍These terms (our "Support Terms") are part of the Agreement you have with us as a customer for use of our Software and Services. All capitalised terms within these Support Terms have the meanings given to them in the Agreement.

‍What support is available?

‍We want you to have a seamless experience with our Software. Support is available to you during Business Hours on Business Days – if you have an issue, please follow the reporting process below. We can assist with fixing any issues in the Software and providing guidance on how to use it.

‍What happens if there is a problem with the Software?‍

‍How do we report it?

‍Report any problems to us immediately by sending us an email to the following address, explaining the issue in as much detail as possible: help@genieai.co.

‍What happens next?

‍We will use commercially reasonable efforts to acknowledge your report by responding to you with a support ticket number as soon as possible.

‍When will you fix it?

‍We address issues raised with the Software on Business Days according to the priority levels below:
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Priority	Description	Timescale
High	An issue that causes Software to be entirely non-functional, with no known workaround.	We will start fixing the problem within 1 hour, and aim to fix the problem within 24 hours.
Medium	A serious issue that causes major features of the Software to stop working, or where fixing the issue would cause significant disruption to your business.	We will start fixing the problem within 4 hours, and aim to fix the problem within 48 hours.
Low	An issue that has a moderate or small effect on your business, or only affects non-critical parts of the Software. It might also only affect some users who cannot use the Software at all, or cannot use one particular part of it.	We will begin work within a reasonable timeframe as promptly as our schedule allows.

The priority of issues will be determined in our sole discretion based on the information you provide.
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When might support not be available?

‍There are certain situations where we might not be able to provide support, such as if:

(a) the problem is due to your use of the Software in breach of our Agreement;
(b) there have been unauthorised changes to the Software;
(c) there are issues with your equipment or other software;
(d) the Software has been misused or improperly installed; or
(e) our instructions or Software updates have not been followed.
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‍What do you need to do to receive support?

‍To ensure that we can provide you with support, you will need to:

(a) give us all the necessary information we need to help you;
(b) keep your systems and equipment in good condition;
(c) provide us with permission to remotely access the Software to provide support;
(d) make sure your team cooperates with us;
(e) follow our instructions and use the Software correctly.
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If these requirements are not met, we may need to pause our support until they are.

‍How can you escalate issues for support?

‍We will use commercially reasonable efforts to provide advice and assistance during support hours to resolve any errors. If you are not satisfied with how we are handling an error, you can request that the issue be escalated for further attention by contacting us again at help@genieai.co and inserting the word 'ESCALATION' into the subject line of your email.

Support Terms

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