Support Policy

This Support Policy ("Policy") outlines the support services provided by Nautical Commerce for customers of the Nautical Commerce platform. This Policy is governed by and subject to Nautical Commerce’s Terms of Service. By accessing or using the platform, you agree to the terms and conditions of this Policy and any applicable Terms of Service (www.nauticalcommerce.com/legal/terms).

Scope of Support

Nautical Commerce provides support services based on the customer’s selected subscription plan. The level of support available, including response times and the support channels offered, may vary depending on the specific plan. All support is provided as described below, subject to the plan chosen.

Basic Support

Customers subscribed to a basic plan will receive support through a ticket-based system. Basic support is limited to handling issues submitted through Nautical Commerce’s designated ticketing platform. Support inquiries will be addressed based on priority and availability, but no specific response time or guaranteed resolution time is provided for basic support customers. Other forms of support, including phone-based assistance, are not available at this level.

Advanced Support

For customers subscribed to an advanced support plan, Nautical Commerce provides both ticket-based support and phone-based support. Ticket-based support includes handling technical issues, troubleshooting, and general inquiries through the platform’s ticketing system. Phone-based support is available for high-priority issues or complex problems, based on the terms specified in the customer’s plan. Advanced support is designed to provide enhanced response times and dedicated assistance; however, the scope and speed of support will depend on the specifics of the plan chosen.

Support Availability and Coverage

Support services are made available during standard operating times unless otherwise stated in the customer’s plan. Nautical Commerce does not guarantee 24/7 support under any plan unless explicitly agreed upon in writing.

Plan-Specific Support Levels

The level of support provided to a customer depends on the specific subscription plan they have selected. The details of each support tier, including any limitations or exclusions, are outlined in the plan documentation or subscription agreement. Customers are responsible for understanding the scope of support they are entitled to under their chosen plan.

Service Limitations

Nautical Commerce reserves the right to prioritize and manage support requests based on the severity of the issue, system impact, and customer plan. Nautical Commerce may, at its sole discretion, adjust or limit support services based on the customer’s compliance with the Terms of Service and other applicable policies. Support does not cover issues related to third-party integrations, custom modifications, or hardware problems outside the control of Nautical Commerce.

Changes to Support Policy

Nautical Commerce reserves the right to modify this Policy at any time. Any such modifications will become effective immediately upon posting the updated Policy on the Nautical Commerce website or notifying customers by other means. It is the customer’s responsibility to stay informed of any changes to this Policy.

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This Support Policy, along with any applicable Terms of Service, constitutes the entire agreement between the customer and Nautical Commerce regarding support services and supersedes any prior agreements or understandings related to support.

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