rigor ltd. ("rigor", "we", "us" and/or "our") provides support for our cloud platform ("Services") to our customers ("Customers", "you") based on their selected plan level. These Support Terms describe how we provide support and our commitments to our Customers (as may be further defined in our agreement with you, “Support Services”). We provide updates regarding any status changes in our Services via our status page. These sources provide information and you should check these sources first before seeking support.

Capitalized terms used in these Support Terms but not defined here will have the meanings given to them in our Terms of Service, as applicable.

Scope and limitations

Overview

We provide Support Services that are directly related to our Services, including: Projects, Deployments, API, and Billing. Support Services will only be provided when requests are made to us from a member of an active rigor account.

Our Support Services do not include debugging custom code or third-party code or services. For example, our Support Services do not include warnings, errors, other undesirable behavior as a result of scripts or Services not in connection with the rigor platform.

Support Services will be provided when our Services are used in accordance with our documentation and required best practices outlined below. Where this is not the case, we will provide Customers with this information.

Terms within separately negotiated customer agreements may supersede the scope and limitations outlined in these terms.

Regarding deployment and runtime issues

Support Services will be provided for build and runtime errors when the following criteria are met:

• The project builds locally without errors present.
• The project runs locally without errors present.
• Any errors present, when deploying on the rigor platform, are not related to code, scripts or Services not in connection with the rigor platform.

Support Services will only be provided for build and runtime errors if the following information is provided:

• A description, screenshots, and other tangible evidence of what you have tried to resolve this issue, if relevant.
• Any changes made since your last successful deployment, if relevant.
• A link to a live, minimal reproduction.

If any of the above criteria are not met or properly provided, we may be unable to provide Support Services for the project and will likely recommend debugging the application locally or reviewing the build errors during deployment for further information.

Regarding billing issues

If you believe your invoice or billing receipt is incorrect, we strongly encourage you to contact our Customer Success team rather than filing a dispute with your card provider. Should a payment dispute be filed before getting in touch with us, we are limited in terms of the action we can take to resolve the matter. Once a dispute has been made with the card provider, the account associated with it and all deployments under it may be suspended until it has been resolved. Requests for billing amendments must be made within 6 months of the date of the invoice or billing receipt. We reserve the right to decline any requests for billing alteration made beyond 6 months after the date of the invoice or billing receipt. Deleted accounts are ineligible for refunds.

When we support you

Responses

Our team aims to respond to all paid subscription requests in a timely manner and as soon as practically possible. Customers are prioritised based on their plan and the severity of their issue as described below.

While we endeavour to provide consistency during the resolution of support requests, the member of our team handling a request may be changed at any time.