Support Terms and Conditions
Date Updated: 31st July, 2026
Introduction and Scope
These Customer Support Terms (“Support Terms”) govern your interactions with our customer support channels, including support requests, troubleshooting communications, account-related inquiries, and service assistance provided through our websites, applications, email, chat systems, or other designated support channels.
Our support systems are designed solely to assist with the identification, investigation, and resolution of customer issues and related operational support requests. To improve response efficiency, reduce unnecessary exposure to personal information, and support timely issue resolution, we may use automated systems and AI-assisted tools to identify operationally relevant information, organize support submissions, and prepare draft responses for review by our support personnel.
All customer support responses are reviewed and sent by authorized human support personnel. Automated systems are used as assistive tools within the support workflow and are not intended to independently make binding decisions or provide final support communications without human review.
Our support environment is designed to process only information reasonably necessary to identify accounts, understand support requests, and provide assistance. These Support Terms operate together with our Terms of Service, Privacy Policy, and any applicable agreement governing your use of our services. In the event of a conflict, the applicable governing agreement shall control to the extent of the inconsistency.
Acceptable support submission
You should submit only the information reasonably necessary for us to identify your account, understand your support request, investigate the reported issue, and provide support services.
Please avoid including unnecessary personal information, confidential information, regulated data, authentication credentials, payment card information, government-issued identifiers, health information, or unrelated third-party information in your support submissions unless specifically requested through an approved support process and reasonably necessary for issue resolution.
Where feasible, you should redact or remove unnecessary sensitive or unrelated information before submitting screenshots, logs, files, documents, or other materials through our support channels.
You are responsible for ensuring that you have the necessary rights, permissions, and authority to share any information submitted through our support channels. You should not submit information that violates applicable law, contractual confidentiality obligations, intellectual property rights, or the privacy rights of others.
We may, at our discretion, limit, reject, redact, remove, or request resubmission of support materials that are unrelated to the support request, operationally unnecessary, excessive, unlawful, or reasonably likely to create security, privacy, regulatory, or operational risks.
AI-Assisted Support Processing
To support efficient issue resolution and reduce unnecessary exposure to unrelated or excessive information, our customer support workflow uses AI-assisted and automated systems, including privacy-filtering technologies, to process support submissions.
These systems are designed to identify and extract information reasonably necessary for account identification, issue investigation, troubleshooting, and support communication preparation. As part of this process, automated systems may organize, summarize, filter, ignore, truncate, redact, or exclude information that appears unrelated or unnecessary for the applicable support request.
Our privacy-filtering technologies are designed to reduce the processing and visibility of unnecessary personal, confidential, or sensitive information within the support workflow before support materials are reviewed by support personnel. AI-assisted systems may also prepare draft responses using the operationally relevant information extracted from support submissions.
All final support communications are reviewed and sent by authorized human support personnel. AI-assisted systems are used solely as operational support aids within our customer support workflow and are not intended to independently issue final support communications or make binding decisions without human review.
While we implement measures designed to reduce unnecessary exposure to sensitive information, automated systems and privacy-filtering technologies are not guaranteed to identify, remove, redact, or exclude all sensitive, confidential, or unnecessary information in every circumstance. You should therefore avoid submitting information that is not reasonably necessary for your support request. We do not use support submissions for unrelated commercial purposes except as described in our Privacy Policy or applicable agreements governing the services.
Data handling and Minimisation
We design our customer support workflow to process only the information reasonably necessary to identify accounts, understand support requests, investigate issues, and provide support services. Support submissions may be filtered, organized, summarized, truncated, redacted, or otherwise processed to reduce unnecessary collection, review, retention, or visibility of unrelated personal, confidential, or sensitive information. Access to support submissions may be limited to authorized personnel, systems, service providers, or subprocessors with a legitimate operational need to access such information in connection with providing, maintaining, securing, or improving support services. Support-related information may be retained only for periods reasonably necessary for operational, security, compliance, dispute resolution, or legal purposes, after which such information may be deleted, anonymized, aggregated, or otherwise de-identified where reasonably practicable.
User Responsibilities
You are responsible for ensuring that the information submitted through our support channels is accurate, relevant to your support request, and limited to information reasonably necessary for issue resolution. You should avoid submitting unnecessary personal, confidential, regulated, or third-party information and should remove or redact such information where reasonably feasible before submission. You represent that you have the necessary rights, permissions, and authority to share any information submitted through our support channels. You must not use the support system in a manner that violates applicable law, contractual obligations, intellectual property rights, confidentiality obligations, or the rights of others.
Service Disclaimers and Limitations
We use reasonable operational, technical, and organizational measures designed to support efficient and privacy-conscious handling of support requests. However, automated systems, privacy-filtering technologies, and support workflows may not identify, remove, redact, or prevent all unnecessary, sensitive, confidential, or inaccurate information from being submitted or processed in every circumstance. Support availability, response times, and support handling methods may vary depending on operational, technical, security, or service-related requirements, and certain support requests may require additional review, verification, or escalation before resolution.
Relationship to Privacy Policy and Main Terms
These Support Terms operate together with our Terms of Service, Privacy Policy, and any other applicable agreements governing your use of our services. Our Privacy Policy explains how we collect, use, disclose, retain, and protect personal information in connection with support interactions and related service activities. In the event of a conflict between these Support Terms and another applicable agreement, the applicable governing agreement will control to the extent of the inconsistency.
Changes to These Terms
We may update or modify these Support Terms from time to time to reflect changes to our support workflows, technologies, operational practices, legal obligations, or service requirements. Updated versions of these Support Terms will become effective upon posting or otherwise communicating the updated terms through our services or support channels. Your continued use of our support services following the effective date of the updated Support Terms constitutes your acceptance of the revised terms.
Contact
If you have questions, concerns, or requests relating to our customer support practices or these Support Terms, you may contact us through our designated support channels or through the contact methods identified in our Privacy Policy or Terms of Service. Formal legal notices relating to these Support Terms or our support services must be submitted in accordance with the notice provisions set out in the applicable governing agreement.