Support Policy

1. Scope and order of precedence

This policy applies to support for the Bibeno services identified in the customer's order, plan, or feature schedule. The Terms of Service, Data Processing Agreement, applicable order, this policy, and any expressly agreed service-level schedule must be read together. An order or signed service-level schedule prevails only to the extent that it expressly changes this policy.

Support does not replace the customer's operational management, bookkeeping, tax, employment, payment-provider, device, connectivity, or professional-advice responsibilities.

2. Authorized contacts and identity verification

Support requests must be submitted by an authorized customer contact or verified through an approved account-recovery process. Bibeno may require tenant, branch, device, user, transaction, invoice, or other non-secret reference information before discussing an account or acting on a request.

• Password, multi-factor authentication secret, full payment-card data, private key, or unrelated personal information must not be sent in a support request.
• Account ownership, administrator changes, exports, deletion, impersonation, and destructive actions require enhanced authorization and an audit record.
• Bibeno may pause a request where authority is disputed, the request conflicts with a legal hold, or the evidence is insufficient.

3. Support channels and operating hours

Available channels, operating hours, time zone, included contacts, and any after-hours service are those stated in the applicable order or published support surface. A channel is not monitored continuously unless an approved order expressly says so.

Security compromises, suspected unauthorized access, and material privacy incidents should be identified as urgent and submitted through the designated security or support channel. A support request does not replace emergency services, a payment-provider fraud report, or a regulator notification that the customer is legally required to make.

4. Priority classification

• Priority 1 — a verified, widespread production outage, material security compromise, or inability to complete a critical supported operation with no reasonable workaround.
• Priority 2 — serious degradation of a material production function, a high-impact data-integrity risk, or repeated failure affecting substantial operations where a limited workaround exists.
• Priority 3 — a contained functional defect, configuration issue, or intermittent problem with a practical workaround.
• Priority 4 — information request, training, cosmetic issue, feature request, or planned configuration assistance.

Bibeno may reclassify a request using the verified impact, urgency, affected scope, workaround, and evidence. A priority label selected by the requester is not final. The customer will be told when a material reclassification occurs.

5. Response and resolution

A response means a substantive acknowledgement, triage update, information request, workaround, or remediation plan. It does not mean permanent resolution. Any response, update, restoration, recovery-point, or resolution target applies only when stated in an approved order or service-level schedule.

Target measurement may exclude time reasonably awaiting customer information, access, approval, reproduction steps, third-party action, or a mutually agreed maintenance window. Bibeno will not exclude time merely to avoid a target and will keep the request history auditable.

6. Customer cooperation

• Provide accurate impact, timestamps, affected branches and devices, reproducible steps, relevant identifiers, and redacted evidence.
• Maintain supported software, device, browser, network, payment-provider, printing, and security configurations.
• Make an authorized decision-maker and appropriately skilled operator available for urgent diagnosis and recovery.
• Test a proposed workaround or fix in a reasonable manner and report the result without altering relevant evidence.
• Preserve local records, receipts, provider confirmations, cash evidence, and offline queues where the issue may involve reconciliation.

7. Support access and customer data

Bibeno accesses customer data for support only where necessary, authorized, role-restricted, and logged. Privileged access, impersonation, export, attachment retrieval, and production-data correction must use the approved support-access workflow and the least access reasonably required.

Support attachments and diagnostic records are handled under the Privacy Notice, Data Processing Agreement, Security Measures Schedule, and retention rules. Customer instructions cannot require unlawful access, concealment, evidence destruction, or a change that would compromise another customer.

8. Maintenance and service changes

Bibeno may perform planned, emergency, security, or dependency maintenance. Where reasonably possible, material planned maintenance affecting normal use will be communicated in advance through an appropriate service channel. Emergency work may begin without prior notice where delay would materially increase risk.

Maintenance communications do not waive the customer's mandatory rights. Bibeno will preserve change, deployment, and incident evidence appropriate to the service and the impact.

9. Third-party and customer-controlled systems

Bibeno will reasonably assist with diagnosis across supported integrations, but does not control the availability or decisions of banks, card schemes, payment providers, communications providers, internet services, app stores, device manufacturers, customer networks, or customer-selected providers.

A third-party dependency is not automatically excluded from investigation. Bibeno remains responsible for its own integration, configuration, vendor-management, and operator obligations and will provide available evidence needed to allocate the fault.

10. Exclusions and chargeable work

• Training, data cleansing, bespoke reporting, migration, custom development, onsite services, and work outside the purchased scope may require a separate quotation.
• Repeated incidents caused by unsupported modifications, compromised credentials, customer-controlled infrastructure, or failure to follow a documented recovery step may be treated as chargeable work after reasonable notice.
• Bibeno will not charge merely because a customer makes a good-faith complaint, exercises a statutory right, reports a security concern, or disputes responsibility.

11. Escalation and complaints

A requester may ask for operational escalation where impact is increasing, communications are inadequate, or the proposed classification is disputed. A billing, privacy, PAIA, security, or consumer complaint is routed to the responsible workflow and retains its own statutory timelines and remedies.

Support records must distinguish diagnosis, workaround, permanent correction, customer decision, legal request, and final closure. Closure may be challenged with new material evidence.

12. Service credits and remedies

No service credit is promised unless an approved order or service-level schedule states the qualifying service, measurement method, exclusions, claim process, and credit calculation. A contractual credit is not the customer's exclusive remedy where the law does not permit that limitation.

13. Changes and contact

Material changes to this policy are versioned and communicated under the legal change-control process. A change that materially reduces a purchased support commitment requires the contractual notice or acceptance applicable to that commitment.

Support and legal contact details are published through Bibeno's verified public facts and support surfaces.