Support Policy

In this policy Mobishield, “Mobishield”, “we”, “us” or “our” refers to Mobishield. and any of our corporate business entities or affiliates.

Mobishield offers support services for the Service (“Support”) in accordance with the following terms:

  1. Support Hours: Support is provided 12 hours per day, 7 days per week.
  2. Incident Submission and Customer Cooperation: Customer may report errors or abnormal behavior of the Service (“Incidents”) by contacting Mobishield Support Team via the via email at Customer will provide information and cooperation to Mobishield support personnel as reasonably required for Mobishield to provide Support. This includes, without limitation, providing the following information to Mobishield support team regarding the Incident:
    • Aspects of the Service that are unavailable or not functioning correctly
    • Incident’s impact on users
    • Start time of Incident
    • List of steps to reproduce Incident
    • Relevant log files or data
    • Wording of any error message
    • Short video reproducing the incident
  3. Incident Response: Mobishield’s Support personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide responses as soon as the time permits.
  4. Exclusions: Mobishield will have no obligation to provide Support to the extent an Incident arises from:
    • use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation;
    • general Internet problems, force majeure events or other factors outside of Mobishield reasonable control;
    • Customer’s equipment, software, network connections or other infrastructure; or
    • third party systems, acts or omissions.