Art. 1 - Subject
This document governs how to access and use the support service provided by D-One Software House for software developed on the Nios4 platform. The service is accessible exclusively through the Help Portal Nios4 at the following address: https://nios4.cloud/help/.

You fully accept the following conditions by accessing and using the service.

Art. 2 - Access and scope of service
2.1 The service allows users to:

• Open new technical support tickets;
• Send business enquiries;
•  Book online appointments with D-One Software House technicians.

2.2 Any request sent to email addresses will be automatically deleted without any taking charge by the support service.

Art. 3 - Rules for the use of the Help Nios4 portal
In order to ensure an efficient service, the user must comply with the following conditions:

3.1 Provision of detailed information
The user must provide all details necessary to resolve the problem reported. If technicians need to perform in-depth analysis on cloud logs or operations performed due to incomplete information, the time taken will be deducted from the user’s voucher.

3.2 Separate tickets for separate requests
Each ticket must contain only one request. In case of multiple questions or problems, the user will have to open separate tickets for each problem.

3.3 Limitations of free support
Free support covers only the standard platform. Any requests for customization, specific configurations or additional features are subject to payment and will be handled via prepaid vouchers.

3.4 Rejection of non-compliant requests
Requests that do not comply with the above guidelines may be reported. In case of repeated violations, D-One Software House reserves the right to suspend the service of assistance and deny further interventions.

3.5 Incorrect reporting of errors
If an intervention is requested for an alleged error that, following verification, results from incorrect configuration or improper use of the software, the time spent for analysis and verification will still be deducted from the user’s voucher.

3.6 Direct interventions on cloud systems
Where technically possible, technicians will be able to solve the problem directly via Cloud without the need for interaction with the user. In this case, the time taken will be deducted from the voucher without further notice.

3.7 Negative voucher balance
The user who has a negative balance of minutes of support will not be able to use the service until he has purchased a new voucher for the restoration of the balance.

3.8 Violations and termination of service
Failure to comply with these conditions may be considered a violation of the rules for use of the service. D-One Software House reserves the right to cease providing support to users who repeatedly fail to comply with the established rules.

3.9 Obligation to provide concrete examples
If the request is not clear enough, please provide a screenshot and a concrete example that details the steps taken and the problem encountered.
 

3.10 Handling of requests outside service hours
Requests received outside service hours will be handled by the technical department from the following morning.

3.11 Response times for free support
The service offered free of charge requires a response to the customer within a maximum of 72 hours from receipt of the request.

3.12 Exclusions from support
The following are not covered by the assistance service:

• Consultancy activities;
• Communication of information on non-technical problems;
• Assistance in solving problems by reading the documentation provided;
•  Support for issues related to the use of third-party software.

3.13 How the service is provided by means of vouchers
Assistance is provided exclusively through the purchase of a 60-minute Voucher. At the end of the service, D-One Software House will scale the minutes used by the customer’s balance, with a step-by-step pricing of 10 minutes.

Below the minimum threshold of 30 minutes, no assistance will be provided, including troubleshooting.

If the customer reports a software error and wishes to receive assistance, he must first purchase a voucher and in case D-One Software House confirms that it is indeed a software error, the minutes used for error resolution alone will not be scaled.

3.14 Access to Cloud databases for technical interventions
When the technical department deems it necessary, D-One Software House can access directly to the customer’s Cloud database via Web App. This access may be used to:

•  Make changes directly to the customer’s database;
•   Create and process a copy of the database to be used for internal analysis and maintenance.

Art. 4 - Modifications and updates of the conditions
D-One Software House reserves the right to change current terms at any point. Modifications will be operational from the pubblication on Portal Help Nios4. Continous use of service implies acceptance of updated terms.