General Terms and Conditions
Last Updated on 20 November, 2025
These general terms and conditions (“Agreement”) sets out the terms under which Hyperbots (defined below) makes the Software (defined below) available to Customers (defined below). By executing an order form that references this Agreement (“Order Form”), the Customer agrees to be bound by terms of the Order and this Agreement.
Definitions and Interpretation
1.1 Definitions
Capitalized terms used in this Agreement shall, unless the context otherwise requires, have the meanings ascribed to them below
“Affiliate” with respect to a person, shall mean any person who, Controls, is Controlled by or is under common Control with such person; and “Control” (including, with its correlative meanings, the terms “Controlled by” or “under common Control with”) shall mean (i) the possession, directly or indirectly, of the power to direct or cause the direction of management and policies of a person whether through the ownership of voting securities, by agreement or otherwise or the power to elect more than half of the directors, partners or other individuals exercising similar authority with respect to a person; or (ii) the possession, directly or indirectly, of a voting interest in excess of 50% (Fifty per cent) in a person.
“Applicable Law” means any law, statute, rule, regulation, ordinance, order, code, treaty, judgment, decree, injunction, permit, or decision issued or enacted by any central, state, or local government, authority, agency, court, tribunal, or other body with jurisdiction over the subject matter in question, including any amendments, re-enactments, or modifications thereto, as may be in effect from time to time.
“Confidential Information” means any technical or non-technical information related to Hyperbots’ business, operations, or activities, including but not limited to the Software and its Subscription, copyright, trade secrets, proprietary information, techniques, drawings, models, inventions, know-how, processes, software including source code and application program interfaces (APIs), formulae related to current, future, or proposed products and services, research, development, design, engineering, financials, procurement, manufacturing, customer lists, business forecasts, sales, merchandising, marketing plans, and documentation. All information disclosed by Hyperbots to the Customer, whether written or oral, and designated as confidential, or that by its nature should be reasonably considered confidential, is deemed Confidential Information, including third-party proprietary or confidential information disclosed by Hyperbots to the Customer.
“Customer” means the entity identified in the applicable Order Form that subscribes to or otherwise uses the Subscription, and includes its Affiliates, permitted assigns, agents, and representatives who are explicitly authorized to access or use the Subscription in accordance with the terms of this Agreement.
“Hyperbots” means Hyperbots Inc., a company incorporated under the laws of the State of Delaware, United States of America, having its registered office at 8, The Green, Dover, DE 19901, and includes its Affiliates, nominees, successors-in-interest, and assigns.
“Intellectual Property” means and includes all intellectual property, in any part of the world, whether registered or not registered, and in particular (i) all trademarks, service marks, trade names, logos, domain names, patents, design rights, trade secrets, including, know-how, technology, formulae, industrial and commercial information, techniques and inventions; processes, manuals, documentation, and technical data and information; copyrights, works of authorship, and topography rights, data base rights; computer hardware and software including source code, computer programs, user interfaces, software applications, software platform or infrastructure and any other information in relation to the above; (ii) all rights under licenses in respect of all of the above; (iii) any applications or registrations for the protection of all of the rights specified at sub-clause (i) and (ii) herein above; and (iv) all renewals and extensions thereof; and the term “Intellectual Property Rights” shall be construed accordingly.
“New Release” means a new version of the existing Software that may change the version number of such Software, which may be accompanied with any release notes, if relevant.
“Order Form” means a document executed by the Parties that sets out the specific modules, services, deliverables, timelines, technical requirements, commercial terms, and any other specifications applicable to the Customer’s use of the Software and Subscription.
“Personal Data” means any information relating to an identified or identifiable natural person; an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person and shall include any data and information which is classified as ‘personal data’ under the Applicable Law, as amended from time to time.
“SaaS” means Software as a service.
“Software” means any and all software programs, applications, systems, tools, and related components, including any documentation, and associated media, provided by Hyperbots under this Agreement, whether delivered electronically from a centrally hosted server or by other means, for use in connection with the Subscription more fully described in the Order Form (defined below).
“Update” means the modifications or revisions made to the Software: (i) to improve upon or repair existing features and operations within the Software; (ii) to ensure compatibility with new releases of existing systems (including hardware, operating systems and middleware) and external services through standardized interfaces; and/or (iii) to comply with Applicable Laws, regulations, industry standards or market practice, other than a New Release and any other Value Added Feature.
“Value Added Feature” means any additional call features offered by Hyperbots in relation to the Software, at an additional cost.
1.2 Interpretation:
In this Agreement, unless otherwise specified: (a) headings, sections, and paragraphs are for reference only and do not influence the interpretation of this Agreement; (b) references to gender and number include all genders and both singular and plural forms; (c) no term shall be construed against a party solely because it was proposed or drafted by that party; (d) the terms “include” and “including” are used for illustration and emphasis and shall not limit the generality of preceding words.
Subscription
2.1 The SaaS to be provided by Hyperbots to the Customer, as detailed in the applicable Order Form, shall be delivered through the Software on a subscription model basis, which shall be executed by both Parties and shall reference this Agreement (“Subscription”). Hyperbots shall provide the Subscription in accordance with the service levels and performance standards (if any) specified in this Agreement, and any deviations from such standards must be documented and mutually agreed upon by both Parties. In the event of any conflict or inconsistency between the terms of this Agreement and any Order Form, the terms of the Order Form shall prevail to the extent of the conflict; however, no Order Form shall override any rights or protections of Hyperbots under this Agreement. Any modifications, changes, or additions to the scope of the Subscription under an Order Form must be agreed upon in writing by both Parties, and Hyperbots may decline any modification that would materially affect the performance of its obligations or the functionality of the Subscription; any agreed modification may result in adjustments to pricing, timelines, or other terms. The Customer acknowledges that each Order Form constitutes a binding commitment to purchase the Subscription described therein, and the obligations of both Parties under this Agreement are contingent upon timely performance, cooperation, timely payments, and the provision of all information or assistance required for delivery of the Subscription.
Software
3.1 Subscription Terms
Subject to the terms of this Agreement, Hyperbots grants the Customer a limited, non-exclusive, non-transferable, non-sublicensable, royalty-free, and revocable right to access and use the SaaS on subscription basis solely for the Customer’s internal business operations. Customer’s access will commence on the Effective Date unless otherwise agreed in the applicable Order Form or expressly revoked as per the terms of this Agreement or the relevant Order Form (“Term”). Any delay caused by the Customer in providing required materials, information, or documents will not alter the Effective Date, and the Customer remains liable for all Subscription Fees.
3.2 Updates and Modifications
SaaS may include modifications, Updates, New Releases, or additions at Hyperbots’ discretion and may be subject to an additional cost. Continued
use of the Software after any Update or New Release will be deemed acceptance. Hyperbots may charge additional fees or require a separate subscription agreement for new functionalities not covered in the initial scope, including any Value Added Features. Hyperbots will not be liable for Updates or New Releases that conform to the applicable release notes or those accepted by the Customer.
3.3 Terms of Use
The Subscription is provided solely for the Customer’s internal business purposes, and the Customer shall: (a) ensure that neither it nor its personnel license, sublicense, sell, resell, transfer, assign, distribute, make available to any third party, modify, create derivative works from, frame, mirror, reverse engineer, or otherwise attempt to build a competitive product using the Software; (b) refrain from circumventing or disabling any security or technical features or using automated tools or software that could disrupt or threaten the Software’s operation; (c) authorize and manage access for authorized users and maintain the security of all access credentials; (d) promptly notify Hyperbots of any unauthorized use or security breach; (e) comply with Applicable Laws and ensure all information provided is accurate and complete; and (f) ensure that all authorized users comply with this Agreement, use the Subscription solely for internal business purposes, do not engage in illegal or disruptive activities, do not attempt to access unauthorized materials, and do not interfere with the Software’s security or operation.
3.4 Access
The Customer shall designate an administrator (“Administrator User”) who will be granted access to the Software to use the Subscription. The Administrator User shall manage and configure user access and permissions within the SaaS to monitor use, prevent misuse, and to promptly report any security breaches or unauthorized access to Hyperbots. The Customer shall be liable for all actions of the Administrator User and any users authorized by the Administrator User. Hyperbots shall use commercially reasonable efforts to maintain availability and access to the SaaS, subject to downtime resulting from any maintenance, repairs, or upgrades. Hyperbots will, where reasonably possible, provide advance notice of any planned downtime
Subscription Fee
4.1 In consideration of the Subscription, the Customer shall pay the subscription fee in the manner set out in the applicable Order Form (“Subscription Fee”). If any payment is overdue, Hyperbots shall provide a written notice and 15 (Fifteen) days’ grace period before suspension. If the amounts due under this Agreement are not received by the end of the above-mentioned grace period, then forthwith upon the lapse of the grace period, the overdue amounts shall accrue interest at the rate of 1.5% (One point five per cent) per month or the maximum rate permitted by Applicable Law, which is higher, until all the outstanding amounts are paid in full. All payments are exclusive of applicable taxes, which shall be borne by the Customer.
Hyperbots’ right to suspend Customer’s access to the SaaS
5.1 Hyperbots may suspend the Customer’s right to access or use any portion or all of the SaaS immediately upon notice to the Customer if it determines that: (a) the Customer’s use of SaaS: (i) poses a security risk, (ii) may adversely impact Hyperbots’ services, (iii) may subject Hyperbots or any third party to liability, or (iv) may be fraudulent; (b) the Customer is in breach of this Agreement, including delinquent payment obligations under Clause 4; or (c) the Customer ceases to operate in the ordinary course, makes an assignment for the benefit of creditors, or becomes the subject of any bankruptcy, reorganization, liquidation, dissolution, or similar proceeding.
5.2 If Hyperbots suspends the Customer’s right to access or use the SaaS in accordance with Clause 5.1 above, the Customer shall remain responsible for all Subscription Fees incurred through the date of suspension. Hyperbots’ right to suspend access is in addition to its right to terminate this Agreement pursuant to Clause 8 and any other remedies available at law or equity.
Confidentiality and Data Protection
6.1 The Customer shall not (a) disclose Confidential Information to any third party; or (b) allow any third party to copy, adapt, modify, update, or edit the Confidential Information. The Customer shall protect the Confidential Information with no less than reasonable care and restrict disclosure only to employees and consultants who need to know it for this Agreement and who are bound by confidentiality obligations no less restrictive. The Customer shall promptly inform Hyperbots of any unauthorized use or disclosure.
6.2 The confidentiality obligations shall not apply to information that: (a) becomes public without breach; (b) was known to the Customer without confidentiality obligations; (c) is disclosed with Hyperbots’ prior written approval; or (d) must be disclosed under law or court/agency order, provided the Customer gives prior written notice to Hyperbots to the extent permitted and discloses only as necessary.
6.3 Upon Hyperbots’ written request, the Customer shall return or destroy all Confidential Information and certify the same. Confidentiality obligations continue for 5 (Five) years after such return or destruction or for such longer period as may be notified by Hyperbots.
6.4 The Customer acknowledges that any data or information shared with Hyperbots for the Subscription shall be shared only after obtaining all necessary third-party consent under Applicable Law.
6.5 Data Protection
Both Parties shall comply with applicable data protection laws and maintain appropriate technical and organizational measures to protect Personal Data. Each Party shall implement and maintain appropriate technical and organizational measures to protect Personal Data against unauthorized or unlawful processing, accidental loss, destruction, or damage.
The Customer represents that it has obtained all necessary consents and permissions to upload or provide Personal Data through the Subscription and shall comply with applicable data protection laws. The Customer further represents and warrants that they have obtained all necessary consents, permissions, and rights from data subjects to upload, store, and process such Personal Data through the Subscription.
The Customer shall promptly notify Hyperbots of any requests or complaints related to Personal Data and shall cooperate with Hyperbots in responding to such requests or any regulatory inquiry or audit.
Intellectual Property Rights
7.1 All Intellectual Property Rights in and title to the Software, and/or the Subscription, any modifications / upgradations thereto, Updates and New Releases etc., shall unconditionally remain under the exclusive ownership of Hyperbots at all times. This Agreement does not and shall not transfer any ownership or proprietary interest in the Software and/or the Subscription from Hyperbots to the Customer, except as may be otherwise expressly provided in the relevant Order Form.
7.2 The Customer understands and acknowledges that the Subscription granted herein pertains to the Software developed by Hyperbots and does not include a license to any third-party software or intellectual property. Unless otherwise expressly agreed upon, the Customer shall be solely responsible for obtaining and maintaining such third-party software, at its sole cost and expense. The Customer shall have no rights whatsoever with respect to any other Hyperbots software or products not expressly included in the Subscription under this Agreement.
7.3 The Customer shall at no time, during the Term of this Agreement or after its termination, contest the validity or ownership of the Intellectual Property of Hyperbots. The Customer shall not use or register any trademark, design, product name or trade name which is confusingly similar to Hyperbots’ trademarks, product names or trade names.
7.4 The Customer agrees to promptly notify Hyperbots of any claims, demands or notices arising in connection with Hyperbots’ Intellectual Property. The Customer shall provide necessary support, execute documents and do such acts and things as may be reasonably requested by Hyperbots in this regard.
Termination of the Agreement
8.1 Hyperbots may terminate this Agreement and/or any Order Form for any reason by providing 30 (Thirty) days’ written notice to the Customer.
8.2 Hyperbots shall have the right to immediately terminate the Agreement and/or any Order Form on account of breach of the terms and conditions of this Agreement or the Order Form by the Customer. Further, it is agreed that in the event of such a termination, Hyperbots shall not be bound to refund/pay the Subscription Fee to the Customer and there shall be no further liability on Hyperbots whatsoever
8.3 Either Party shall be entitled to terminate this Agreement and/or any Order Form by providing a 30 (Thirty) days’ prior written notice to the other Party if such other Party has become the subject of a petition for bankruptcy or any proceeding relating to insolvency, receivership, liquidation, or composition for the benefit of creditors and if such petition or proceeding is not dismissed within 14 (Fourteen) calendar days of filing.
8.4 Upon termination of this Agreement:
The Customer’s right to access and/or use the Software under the Subscription shall immediately cease and the Customer shall have no right to continue access to and use of the SaaS. Hyperbots will not be held liable for any consequences related to this cessation.
The Customer shall promptly return to Hyperbots and/or destroy all Confidential Information (as may be applicable), and other materials or documentation (if any) furnished by Hyperbots.
The Customer shall promptly pay all outstanding fees and charges due under this Agreement up to the effective date of termination.
8.5 It is further clarified that termination of any Order Form shall not result in the automatic termination of the underlying Agreement between the Parties and the Agreement shall continue in full force and effect despite the termination of an Order Form, unless explicitly stated otherwise
8.6 Termination for Cause: Either Party may terminate this Agreement or any Order Form immediately upon written notice if the other Party materially breaches this Agreement and fails to cure such breach within thirty (30) days after receiving written notice specifying the breach. Material breaches include, without limitation, repeated failure to meet the service level agreements (if any), unauthorized use or disclosure of Confidential Information, failure to maintain security obligations, or non-payment beyond the cure period. In the event of termination for cause by Customer, Hyperbots shall refund all prepaid fees for unperformed services and provide reasonable transition assistance for up to 30 (Thirty) days at no additional cost. Termination for cause shall be without prejudice to any other rights or remedies available to the non-breaching Party under law or equity.
Indemnification
Customer shall indemnify, defend and hold harmless Hyperbots and its officers, directors, employees, agents, and affiliates from and against any and all expenses, damages, claims, suits, actions, losses, penalties judgments and costs, whatsoever, including reasonable attorney’s fees, arising out of, or in any way connected with (a) breach of the terms of this Agreement; (b) breach of Applicable Laws in connection with this Agreement; (c) Customer’s infringement of any third parties’ Intellectual Property Rights; (d) Customer’s use of the Software, including where such use is in a manner not authorized by this Agreement or for any other unlawful purpose or in combination with any third party software; or (e) negligence, willful misconduct, misrepresentation or fraud by Customer in the performance of its obligations under this Agreement.
Representations and Warranties
10.1 Mutual Representations and Warranties
Each Party represents and warrants to the other Party that the execution, delivery and performance by it of this Agreement: (i) are within its corporate powers; (ii) has been duly authorized by all necessary corporate action under its organizational documents; and (iii) does not contravene, or constitute a default under, any provision of Applicable Law or regulation.
10.2 Representations and Covenants of the Customer
The Customer further represents and warrants to Hyperbots that:
The SaaS provided under this Agreement has been selected by Customer based on its general conformance to the needs identified by Customer, and it has evaluated all the risks associated with the use and Subscription to SaaS and accepts the entire risk associated with such use;
The data made available or provided by the Customer to Hyperbots in connection with use of the Software or otherwise during the Term of this Agreement is in strict compliance with all applicable data protection and privacy laws; and
The Customer has not infringed upon the Intellectual Property Rights of any third parties in direct or indirect connection with the use of the SaaS.
The Customer agrees to inform Hyperbots immediately if any statement set forth in this Clause 10.2 ceases to be true and correct as of any date after the Effective Date hereof.
Disclaimers
11.1 General Disclaimer
The access and use of the SaaS may be subject to various limitations and disruptions inherent in electronic communications and the distribution of information. These include, but are not limited to, power outages, network or internet connectivity issues, maintenance downtime, delays, data corruption, transmission errors, unauthorized access, security breaches, and other unforeseen interruptions. Hyperbots shall not be held liable for any delays, omissions, or other issues arising from such limitations and disruptions that are beyond its reasonable control.
11.2 Disclaimer of Warranties
The access to and use of the SaaS is provided on an “as is” and “as available” basis without any warranties of any kind, whether express or implied. Hyperbots expressly disclaims, to the fullest extent permitted by Applicable Law, any and all warranties, including but not limited to implied warranties of merchantability, satisfactory quality, accuracy, title, fitness for a particular purpose, non-infringement of third-party rights, and any warranties arising out of course of dealing or usage of trade. Hyperbots does not warrant or guarantee that the SaaS will meet the Customer’s requirements, achieve any intended results, be compatible or work with any other software, systems, or services, operate without interruption, be error-free, or that any errors or defects can or will be corrected. Hyperbots further disclaims any warranty against interference with the Customer’s use of the SaaS or that the SaaS is secure, virus-free, or free from other harmful components. Hyperbots exercises no control over, and expressly disclaims any responsibility or liability for, the Customer’s use of the SaaS, any third-party services, data, or content accessed or provided under the SaaS, or any consequences that may arise from such use. Any reliance on the SaaS, third-party services, or data is at the Customer's own risk, and Hyperbots shall not be liable for any damages, losses, or liabilities arising therefrom
11.3 Non-Solicitation, Non-Compete
During the term of the Agreement and for 12 (Twelve) months thereafter, the Customer shall not (a) solicit or divert Hyperbots’ clients for similar products or services; or (b) without Hyperbots’ prior written consent, engage in or develop any business or products that compete with those of Hyperbots’.
The Customer further acknowledges and agrees that the restraints imposed by Clause 11.3 forms a part of the consideration of this Agreement and are reasonable with respect to subject matter, time period and geographical area. The Customer acknowledges that any violation of these restraints would cause irreparable injury to Hyperbots, for which Hyperbots shall be entitled to seek injunctive relief in addition to other remedies available at law.
11.4 Third-Party Sites Disclaimer
The SaaS may contain third-party links, but Hyperbots is not responsible for the content, accuracy, legality, or any other aspect of those external websites. Hyperbots does not endorse or control these sites, and the Customer must adhere to their terms and is responsible for any issues arising from their use. Hyperbots shall not be liable for any damage or loss resulting from such third-party websites
Limitation of Liability
12.1 Notwithstanding anything to the contrary elsewhere contained in this Agreement, neither Party, in any event, regardless of the form of claim, shall be liable for any indirect, special, punitive, exemplary, speculative or consequential damages, including, but not limited to, any loss of use, business interruption, loss of data or loss of income or profits, irrespective of whether it had an advance notice of the possibility of any such damages.
12.2 Notwithstanding any other provision of this Agreement, Hyperbots’ total aggregate liability for any damages arising out of or in connection with this Agreement, regardless of the nature of the claim, shall not exceed the total amount of Subscription Fees paid by the Customer under the relevant Order Form in the 6 (Six) months immediately preceding the date of the claim; provided, however, that if the claim arises within a period of less than 6 (Six) months from the Effective Date, Hyperbots’ liability shall be limited to the Subscription Fees paid for the number of months from the Effective Date to the date of the claim.
Publicity and Non-disparagement:
The Customer consents to Hyperbots using their name and logo in its client lists and marketing materials. The Customer will provide reasonable cooperation, including references and testimonials, to support Hyperbots’ marketing efforts. The Customer agrees not to make, publish, or cause to be made or published any statements, comments, or representations that disparage or criticize Hyperbots, its affiliates, or their respective directors, officers, employees, or services.
Governing Law and Dispute Resolution
This Agreement shall be governed by and construed and enforced in accordance with the internal laws of the State of Delaware, without reference to the conflict of law principles. The Parties agree that all litigation or other legal proceedings under this Agreement shall be brought to the State or Federal courts located in the State of Delaware. The Parties hereby submit to the exclusive personal and subject matter jurisdiction and venue of such courts and agree to waive the defense of an inconvenient forum
Relationship of Parties
The Customer shall conduct its business under this Agreement as an independent contractor and this Agreement creates no relationship of principal and agent, partner, or any similar relationship
Assignment
None of the rights, privileges, or obligations set forth in, arising under, or created by this Agreement may be assigned or transferred by the Customer without the prior consent in writing of Hyperbots. Hyperbots shall be entitled to transfer and/or assign any of its rights and obligations hereunder to any third parties without any requirement of the Customer’s consent.
Entire Agreement
This Agreement along with the applicable Order Form, constitutes the entire agreement of the Parties with respect to the subject matter of this Agreement and supersedes all previous communications, representations, understandings and agreement, either oral or written, between the Parties with respect to the said subject matter
Waiver
No delay or omission in exercising any right or remedy under this Agreement shall be deemed a waiver of any other breach or default. Any waiver or consent must be in writing and will be effective only as specified in that writing
Amendment
Amendments to this Agreement may be made by Hyperbots by publishing an updated version online. Hyperbots may, at its discretion, notify the Customer of such amendments. The Customer, however, is solely responsible for reviewing the Hyperbots website and this Agreement periodically, and continued use of the Services after publication of any amendments constitutes acceptance of the updated terms.
Notices
All communications between the Parties, in relation to the Agreement, shall be in writing sent by email, registered mail, courier or hand delivery at the address set forth in the Order Form. Any notice sent in accordance with this Clause shall be deemed to have been received: (a) at the time of transmission if sent by facsimile; (b) at the time of transmission, if sent by electronic mail; (c) 5 (Five) business days after the time and date of posting if sent by an internationally recognized courier; and (d) at the time of delivery if delivered personally.
Survival
The Parties hereby agree and acknowledge that those provisions of this Agreement which, by their very nature, should be deemed to survive its termination shall survive.
Right to Audit
Hyperbots may, on its own, or by engaging a third-party auditor at Hyperbots’ expense, examine any records, invoices and/or other data or documents of Customer that are necessary to establish the Customer’ compliance or non-compliance with this Agreement. The Customer undertakes to maintain records during the Term and for a period of 5 (Five) years after the expiration or termination of this Agreement or for such period as required under Applicable Law, whichever is longer.
Counterparts
This Agreement may be executed in any number of counterparts, each of which is an original and all of which taken together shall be deemed to constitute one and the same instrument
Electronic Document
This Agreement is an online document and may be executed, accepted, or agreed to electronically. Electronic acceptance shall constitute valid and
binding consent of the Parties. The Parties acknowledge that no physical signatures or hard-copy documents are required. Any version of this Agreement made available online or electronically shall be deemed the original and controlling versions for all purposes.
THIS AGREEMENT IS HEREBY EXECUTED THROUGH THE SIGNATURES OF THEIR RESPECTIVE AUTHORIZED REPRESENTATIVES.
Annexure A
Service Level Agreement
The following are the service levels for support post-go live:
1
2
3
4
All users are impacted and not able to use the Software during business hours
Less than 10 users are impacted
1 user is impacted
There is a workaround for the issue irrespective of the number of users impacted.
30 minutes
8 hours
2 business days
5 business days
Resolution Time
1 business day
3 business days
1 week
4 weeks or as communicated on a case by cases basis
‘Response time’ means the elapsed time from the beginning of the time when the issue is reported to the time when Hyperbots staff first responds. ‘Resolution time’ means the elapsed time from the beginning of the time when the issue was reported to Hyperbots to the time when resolution was provided.
Support and Ticketing
The Subscription is hosted on a multi-tenant public cloud environment in the United States.
Hyperbots would provide support to customers for any defects and issues. The support is available from Monday to Friday, United States business hours (8:30AM CST to 5:30PM CST).
Hyperbots would provide the ticketing system to log the issues so that the authorized Customer staff can report them. Customer can continue to use its common help desk for all business users, and Hyperbots-specific issues can be reported by Customer authorized helpdesk staff into Hyperbots’ ticketing system. This system would be available 24x7. The following would be the process:
Login into the ticketing application
Select the issue category
Select the issue severity
Write a small description and steps to reproduce
Submit
Product upgrades and New Features
Upgrades of existing features:
For the modules that are part of Customer’s Subscription - if there are new releases of the same features, these would be communicated to Customer in advance. These releases would be done through upgrades of software in the cloud. During these upgrades - the service will have pre-planned maintenance shutdown time during off-business hours.
New features/Products:
If there are new feature releases or new product releases - the Hyperbots accounts team would communicate it to the Customer with the details. Customer would have the option to take additional subscriptions to these features/products at an additional price.