SAFETY SOFTWARE SUPPORT SCHEDULE

This is the Support Schedule referred to in the Duress Master Service Terms.

If you are experiencing an emergency, please call local emergency services.

The Safety Products are not intended as a substitute for emergency services.

1. SAFETY SOFTWARE SUPPORT OVERVIEW

We provide support services in relation to Safety Software:

1.1. to our customers with an active Safety Software subscription; and

1.2. to distributors in accordance with the applicable distributor agreement (Distributor Agreement).

Our support services are in addition to any rights you may have under the Australian Consumer Law.

2. DEFINED TERMS

All defined terms in the Duress Master Services Agreement or Distributor Agreement (as applicable) apply here as well.

3. HELP RESOURCES

Before seeking support services, please access and review Duress’ online help resources available at: https://www.duress.com/knowledge-base-training-material

4. SAFETY SOFTWARE SUPPORT

Duress will provide support services in relation to the Safety Software specified below in accordance with this Support Policy.

5. HELP DESK

5.1. We make available a help desk to enable you to report issues with the Safety Software and assist you to troubleshoot issues you encounter with the Safety Software (Help Desk).

5.2. You can contact the Help Desk by email:

support@duress.com

5.3. When reporting an issue to the Help Desk, you must provide any information relating to the issue reasonably requested by us.

5.4. We will provide support services during the following support hours:

Support Hours:
9:00am – 5:00pm Australian Eastern Standard Time
Monday to Friday (other than Victorian public holiday)

5.5 If you contact or leave a message with the Help Desk outside support hours, the issue will be deemed to have been reported to Duress on the next commencement of the support hours.

5.6 Duress will endeavor to respond to issues according to the severity of the problem. Actual resolution time for support requests will depend on the nature of the request and its resolution.

5.7 A resolution may consist of a fix, workaround or other solution in Duress’ reasonable determination.

6. EXCLUSIONS

Unless you make alternative arrangements with us, Duress’ obligation to provide support services does not include:

6.1. any form of emergency response;

6.2. Level 1 support for users who acquired the Safety Software via our reseller network;

6.3. issues relating to Safety Services, unless you have a paid-up subscription for those services;

6.4. any request arising from altered or modified versions of the Safety Software or a version of the Safety Software other than the supported versions set out in this Support Policy;

6.5. any request relating to evaluation, trial or free versions of the Safety Software;

6.6. any defect arising due to:

6.6.1. an act or omission of you or a third party, including any third-party hardware, software or service;

6.6.2. negligent or intentional misuse of the Safety Software;

6.7. any request for professional services.