Terms of service

These Terms of Service are effective as of the date of acceptance and constitute a legally binding agreement between ADVISE ehf., a private limited liability company incorporated under the laws of Iceland, reg. no. 590320-1370, whose principal place of business is at Hlíðarsmári 6, 201 Kópavogur ("Provider" or "ADVISE") and the corporation, the sole proprietorship of an individual 18 years or older, or another legal entity authorized to do business pursuant to applicable law executing this Agreement ("Customer").

This Agreement governs Customer's access to and use of the Provider's Services (as defined below), including Customer's right to permit its employees, contractors and consultants ("Authorized Users") to access the Services on its behalf.

By accessing the Services for the first time, each User is required to actively and affirmatively accept this Agreement (for example, by checking a box or clicking an "I agree" button). Upon such acceptance, Customer agrees to be bound by this Agreement.

If an individual accepts this Agreement on behalf of a Customer, that individual represents and warrants that they are authorized to bind the Customer to this Agreement.

1. Definitions

"Authorized User" means any individual who is an employee, contractor, or consultant of Customer and who is authorized by Customer to access the Services pursuant to Customer's rights under this Agreement.
"Customer Data" means all information processed or stored through the Software by Customer or on Customer's behalf.
"Services" means the services the Provider has agreed to provide to the Customer under this Agreement and/or any applicable specific terms, including access to the Software and any related support, maintenance or professional services described therein.
"Software" means the Provider's software-as-a-service platform known as ADVISE – Business Monitor, including its features and functionalities. The Software is a dashboard tool that connects to a company's data sources, automatically syncs and structures the information, and presents key business figures in real time. It includes prebuilt reports and assisted analysis features that help managers monitor performance, identify issues, and understand operational trends without requiring technical skills.
"Support Services Policy" means Provider's standard policy for support and maintenance services as described in Appendix 1 to this Agreement.
"Term" is defined in Section 11 below.
"User" means any Authorized User or any other individual who uses the Software on Customer's behalf or through Customer's account or credentials, whether authorized or not.
"Access Model" means the manner in which Customer obtains access to the Services, as described in Section 2.5.
"Reseller" means a third party authorized by the Provider to resell subscriptions to the Services.
"Direct Subscription" means access to the Services obtained directly from the Provider, including via Provider's website or by other direct agreement with the Provider.
"Enhanced Support" means any enhanced support as described in Annex 1.

2. Agreement

2.1 Scope

These terms apply to all services and transactions of ADVISE unless otherwise agreed. Specific terms must always be in writing.

2.2. Agreement

An agreement between the Parties is considered established when at least one User has actively and affirmatively accepted this Agreement electronically in accordance with Section 2.6.

2.3. Offer Validity

The validity of an offer is four weeks unless otherwise stated. ADVISE is not bound by an offer if it has not been formally accepted by the customer (e.g., via email confirmation) within the offer's validity period.

2.4 Conflicts in Terms

No purchase order, email correspondence or reseller agreement shall modify this Agreement unless expressly agreed in writing by the Provider.

2.5. Access Models

Customer may obtain access to the Services through one of the following Access Models. The rights, support obligations, and service levels applicable to Customer depend on the applicable Access Model.

Reseller Access Model

If a Customer obtains access to the Services through a Reseller:

Customer's commercial relationship, including pricing, invoicing, and first-line support, are solely with the Reseller.
Provider grants Customer a limited right to access and use the Services in accordance with this Agreement, however, Provider does not provide direct support, service level commitments, or uptime guarantees unless expressly agreed in writing.
Any service levels, uptime commitments or remedies are governed exclusively by Customer's agreement with the Reseller.
Provider shall have no liability for any failure by the Reseller to provide support or meet service levels.

Direct Subscription Access Model

If Customer subscribes to the Services directly from the Provider:

Customer contracts directly with the Provider.
Support and service availability are governed by Appendix 1 (Support Services Policy).
Provider shall use commercially reasonable efforts to provide the Services in accordance with Appendix 1.

Managed/Provider-Serviced Access Model

If Customer engages Provider to perform onboarding, account setup, configuration, integration or other professional services:

Customer contracts directly with the Provider.
Customer remains subject to this Agreement and Appendix 1 unless otherwise agreed in writing.
Customer will have Enhanced Support, as described in Appendix 1.

2.6. Acceptance by Users

Access to the Services is conditioned upon active and affirmative acceptance of this Agreement by each User. Customer remains fully responsible for all acts and omissions of its Users.

3. Pricing and Payment Terms

3.1. Pricing

The price for software subscriptions and services is based on ADVISE's applicable price list at any given time. Prices are updated regularly, and price changes generally reflect inflation and wage index developments. ADVISE reserves the unilateral right to revise the price list.

3.2. Payment Terms

ADVISE issues an invoice for sold subscriptions and/or services monthly. The due date for invoices is the first day of each month, and the final payment date is 15 days after the due date. If the subscription fee is not paid by the due date, ADVISE reserves the right to charge the maximum lawful interest on overdue amounts from the due date until payment is made along with collection costs.

Objections to issued invoices must be made immediately and no later than the due date, otherwise, the invoice is considered accepted. ADVISE reserves the right to suspend service without notice if an invoice remains unpaid for 30 days past the due date. If the customer's default lasts at least 90 days from the due date, ADVISE reserves the right to report the customer's name to the Creditinfo Iceland default register (Lánstraust). ADVISE also reserves the right to delete customer data if the customer's default lasts at least 90 days from the due date.

3.3. Pricing for Additional Work

Additional work includes any work not covered by the software subscription. Such work is subject to a separate agreement between the parties and is billed separately based on time tracking. Such work shall be paid according to ADVISE's price list at any given time unless otherwise agreed.

4. Software Usage

4.1. Use of the Software

During the Term, Customer may access and use the Software solely in accordance with this Agreement and any applicable specific terms. Customer is responsible for ensuring that all use of the Software complies with applicable laws, regulations, and industry standards at all times.

Customer may authorize a specified number of Authorized Users to access and use the Software, subject to Section 4.2.

Access to the Software is conditioned upon compliance with Section 2.6. (Acceptance by Users).

4.2. Grant of Access to Authorized Users

Customer may authorize a specified number of Authorized Users to access and use the Software, provided all such access and use is solely for Customer's internal business purposes and in accordance with this Agreement.

For the avoidance of doubt, Customer is expressly prohibited from providing access to the Software to its own customers or any other third party not defined as an Authorized User.

Customer is fully responsible and liable for all acts and omissions of Users, whether authorized or not, and for any access to or use of the Software through Customer's accounts or credentials.

4.3. Artificial Intelligence Functionality

Where the Customer elects to use any artificial intelligence functionality made available as part of the ADVISE Platform (the "AI Functionality") the Customer acknowledges and agrees that:

the AI Functionality operates solely in response to explicit prompts, queries, or instructions submitted by Users;
the content, structure and context of any prompt or instruction are determined solely by the Customer and its Users;
the AI Functionality may retrieve, process, or reference data that is accessible to the requesting User based on the permissions, roles and access rights configured by the Customer;
the relevance and accuracy of any output generated by the AI Functionality depend on the content of the prompt, the data made available to the AI Functionality, and the access rights of the requesting User.

The Customer is responsible for ensuring that any data included in prompts or otherwise made available through use of the AI Functionality is lawfully processed and appropriate for such use, and that Users are authorized to access the data made available to the AI Functionality in accordance with the Customer's internal policies and applicable law.

The Provider does not independently review or validate the content of User prompts or assess the legality completeness, or accuracy of data included therein.

5. Customer Data & Privacy

5.1. Use of Customer Data

Provider shall not: (a) access, process, or otherwise use Customer Data other than as necessary to provide, operate, maintain and support the Software and Services; or (b) give Customer Data access to any third party, except to (i) the Provider's subcontractors, and where applicable Resellers, that have a legitimate need for such access for the purposes described above and that are subject to appropriate written agreements governing the use, confidentiality and security of Customer Data or (ii) as required by law. The Provider shall take reasonable measures to protect Customer Data against unauthorized access, use, or disclosure and shall handle Customer Data responsibly, in accordance with its internal policies and applicable law.

5.2. Data Privacy

Customer acknowledges Provider's privacy policy at https://ADVISE.is/privacy-policy/, and Customer recognizes and agrees that nothing in this Agreement restricts Provider's right to alter such privacy policy. The Customer acknowledges that the Provider may process personal data in line with the privacy policy and as described in a Data Processing Agreement between the parties.

5.3. Provider and Reseller Access to Customer Data

The Customer acknowledges that, in order to provide the Services, including technical assistance, onboarding, configuration, maintenance and support, the Provider and, where applicable, the Reseller have access to Customer Data processed in the Software, unless such access is disabled by the Customer through the Software settings. Such access does not include any use of Customer Data for the Provider's or Reseller's own purposes.

The Software includes settings that allow the Customer to disable access by the Provider and, where applicable, the Reseller. The Customer is solely responsible for configuring and maintaining these settings in accordance with its preferences and requirements.

5.4. Erasure

ADVISE may permanently erase Customer Data if Customer's account is delinquent, suspended, or terminated for thirty (30) days or more. Nothing in this clause limits ADVISE's other rights or remedies under the Agreement.

Data uploaded by the Customers to ADVISE's systems remains the Customer's property. Upon termination or expiry of the Customer's subscription, and in accordance with the Data Processing Agreement between the Parties, the Customer shall have a period of thirty (30) days to export its Customer Data. After the expiry of this export period, ADVISE shall delete all Customer Data (including backups) within thirty (30) days, unless applicable law requires retention.

At the Customer's written request, ADVISE shall confirm such deletion in writing.

5.5. De-Identified Data

Provider may use, reproduce, sell, publicize, or otherwise exploit De-Identified Data (as defined below) in any way, in its sole discretion, including without limitation aggregated with data from other customers. ("De-Identified Data" refers to Customer Data with the following removed: information that identifies or could be used to identify an individual person or Customer).

5.6. Required Disclosure

Notwithstanding the provisions above in this Section 5, Provider may disclose Customer Data as required by applicable law or by proper legal or governmental authority. Provider shall give Customer prompt notice of any such legal or governmental demand and reasonably cooperate with Customer in any effort to contest such required disclosure, at Customer's expense.

5.7. Risk of Exposure

Customer recognizes and agrees that hosting data online inherently involves the risks of unauthorized access, disclosure or exposure. Provider shall implement and maintain appropriate technical and organizational security measures designed to protect Customer Data against accidental or unlawful destruction, loss, alteration, unauthorized disclosure or access. Customer further acknowledges and agrees that, despite such measures, no system or service can be entirely secure, and that by accessing and using the Software, Customer assumes the residual risk associated with online data transmission.

5.8. Data Accuracy

Customer acknowledges that the Software processes and generates outputs based on the data, instructions, prompts, and other inputs provided by Customer and its Users. ADVISE has no responsibility or liability for the accuracy, quality, integrity, legality, or appropriateness of any Customer Data or other inputs submitted to the Software, nor for any errors, omissions, or inaccuracies in outputs, results, or content generated by the Software that are based on such inputs.

6. Customer Responsibilities and Liabilities

6.1. Acceptable Use

Customer shall not, and shall ensure that no User shall:

use the Software to provide services to others or otherwise allow any third party to access or benefit from the Software;
share passwords, credentials, or non-public features or content of the Software with any third party;
copy, modify, translate, or create derivative works of the Software, or remove or alter any proprietary notices;
reverse-engineer, decompile, disassemble, or otherwise attempt to derive the Software's source code or underlying structure;
access or use the Software to build, train, or improve a competing product or service, or to copy its ideas, features, functions, or graphics;
engage in scraping, harvesting, or automated collection of data from or related to the Software, including through bots or crawlers;
bypass or interfere with any security measures, access controls, or usage limits, or use the Software in a manner that degrades its performance or security;
use the Software for any unlawful, harmful, or fraudulent purpose; or
use the Software beyond the permitted number of Authorized Users, usage limits, or permitted scope.

In the event that it suspects any breach of the requirements of this Section 6.1, including without limitation by a User, Provider may suspend Customer's access to the Software without advanced notice, in addition to such other remedies as Provider may have. This Agreement does not require that Provider take any action against Customer or any User for violating this Section 6.1, or this Agreement, but Provider is free to take any such action it sees fit.

6.2. Unauthorized Access

Customer shall take reasonable steps to prevent unauthorized access to the Software, including without limitation by protecting its passwords and other log-in information. Customer shall notify Provider immediately of any known or suspected unauthorized use of the Software or breach of its security and shall use best efforts to stop said breach.

7. Limitation of Liability

7.1. General Limitation of Liability

Except in cases of proven gross negligence, the Provider shall not be liable for any loss arising from Customer Data, Customer configurations, third-party systems, planned or unplanned maintenance, the Customer's or any User's use of the Software, or the Customer's or any User's use of any artificial intelligence functionality made available within the Software, including the content of prompts or inputs submitted, the scope of data made accessible, any transfer of Customer Data resulting from such use or reliance on outputs generated through such functionality.

Under no circumstances shall the Provider be liable for any indirect, consequential, incidental, exemplary, or special damages, including, without limitation, loss of profit, loss of data, business interruption, or loss of business information, whether arising in contract, tort, or otherwise.

7.2. Aggregate Liability Cap

In any case where the Provider is found liable for damages to the Customer or any third party, whether under statute, contract or otherwise, the total aggregate liability of the Provider shall be limited to an amount equal to the subscription fees paid by the Customer to the Provider for the twelve (12) months immediately preceding the event giving rise to the claim, based on the then current price list. This limitation shall apply to all claims arising out of or relating to this Agreement.

8. Ownership and Intellectual Property Rights

8.1. IP Rights to the Software

ADVISE retains all right, title, and interest in and to the Software, including without limitation all software used to provide the Software and all graphics, user interfaces, logos, and trademarks made available to the Customer through the Software, or is the lawful holder of sufficient licenses thereto. This Agreement does not grant the Customer any rights to, under or in, any patents, copyright, database right, trade secrets, trade names, trademarks (whether registered or unregistered), or any other intellectual property license or rights in or to the Software or any of its components, except to the limited extent that such rights are necessary for the Customer's use of the Software as specifically authorized by this Agreement. The Customer recognizes that the Software and its components are protected by intellectual property laws.

8.2. Feedback

ADVISE has not agreed to and does not agree to treat as confidential any Feedback (as defined below) that Customer or its Users provide to ADVISE, and nothing in this Agreement or in the parties' dealings arising out of or related to this Agreement will restrict ADVISE'S right to use, profit from, disclose, publish, keep secret, or otherwise exploit Feedback, without compensating or crediting Customer or its User. Feedback will not be considered Customer's trade secret. ("Feedback" refers to any suggestion or idea for improving or otherwise modifying any of Provider's products or services.)

9. Indemnity

Customer shall defend, indemnify, and hold harmless ADVISE and its officers, directors, employees, and agents against any third party claim, suit, or proceeding arising out of or related to the use of, misuse of, or failure to use the Software by Customer or its Users, including without limitation: (a) claims by Users or by Customer's employees; (b) claims related to data breaches or security incidents involving Customer Data; (c) claims related to infringement or violation of a copyright, trademark, trade secret, or privacy or confidentiality right by written material, images, logos or other content uploaded to the Software through Customer's account, including without limitation by Customer Data; and (d) claims that use of the Software through Customer's account, including by Users, harasses, defames, or defrauds a third party or violates any applicable law.

10. Representations & Warranties

10.1. From Provider

Provider represents and warrants that it is the owner of the Software and of each and every component thereof, or the recipient of a valid license thereto, and that it has and will maintain the full power and authority to grant the rights to use the Software set forth in this Agreement without the further consent of any third party. Provider's representations and warranties in the preceding sentence do not apply to use of the Software in combination with hardware or software not provided by Provider. In case of breach of the warranty above in this Section 10.1, Provider, at its own expense, shall promptly: (a) secure for Customer the right to continue using the Software; (b) replace or modify the Software to make it noninfringing; or if such remedies are not commercially practical in Provider's reasonable opinion, (c) refund the fees paid for the Software for every month remaining in the then-current Term following the date after which Customer access to the Software ceases as a result of such breach of warranty. If Provider exercises its rights pursuant to Subsection 10.1(c) above, Customer shall promptly cease all use of the Software. This Section 10.1, in conjunction with Customer's right to terminate this Agreement where applicable, states Customer's sole remedy and Provider's entire liability for breach of the warranty above in this Section 10.1.

10.2. From Customer

Customer represents and warrants that: (i) it has the full right and authority to enter into, execute, and perform its obligations under this Agreement and that no pending or threatened claim or litigation known to it would have a material adverse impact on its ability to perform as required by this Agreement; (ii) it has accurately identified itself and it has not provided any inaccurate information about itself to or through the Software; and (iii) it is a corporation, the sole proprietorship of an individual 18 years or older, or another entity authorized to do business pursuant to applicable law.

10.3. Warranty Disclaimers

EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, THE SOFTWARE IS PROVIDED "AS IS," WITH NO REPRESENTATION OR WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS OR ANY IMPLIED WARRANTY ARISING FROM STATUTE, COURSE OF DEALING, COURSE OF PERFORMANCE, OR USAGE OF TRADE. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING: (a) PROVIDER HAS NO OBLIGATION TO INDEMNIFY OR DEFEND CUSTOMER OR ITS USERS AGAINST CLAIMS RELATED TO INFRINGEMENT OF INTELLECTUAL PROPERTY; (b) PROVIDER DOES NOT REPRESENT OR WARRANT THAT THE SOFTWARE WILL PERFORM WITHOUT INTERRUPTION OR ERROR; AND (c) PROVIDER DOES NOT REPRESENT OR WARRANT THAT THE SOFTWARE IS SECURE FROM HACKING OR OTHER UNAUTHORIZED INTRUSION OR THAT CUSTOMER DATA WILL REMAIN PRIVATE OR SECURE.

11. Term and Termination

11.1. Term

The term of this Agreement (the "Term") shall commence on the date this Agreement is first accepted in accordance with Section 2.6. Unless a limited duration is expressly stated in writing between the Parties, the Agreement shall continue in force for an indefinite period.

Either party may terminate the Agreement by providing the other party with no less than three (3) months' prior written notice. Any notice of termination must be delivered in a verifiable manner. A termination notice sent by the Customer to advise@advise.is shall be deemed valid. Termination shall take effect on the first day of the next calendar month following expiry of the notice period.

If a limited duration is expressly stated in writing between the Parties, the Agreement shall expire at the end of that stated term unless renewed in writing. Any amendments to this Agreement shall have the same duration as the Agreement and shall expire or terminate in accordance with the termination provisions set out above.

11.2. Termination for Cause

Either party may terminate this Agreement for the other's material breach by written notice specifying in detail the nature of the breach, effective in 30 days unless the other party first cures such breach, or effective immediately if the breach is not subject to cure. Without limiting Provider's other rights and remedies, Provider may suspend or terminate a User's access to the Software at any time, without advanced notice, if Provider reasonably concludes such User has acted in a way that is not consistent with the requirements of this Agreement, or that subjects Provider to potential liability.

11.3. Effects of Termination

Upon termination of this Agreement, Customer shall cease all use of the Software. The following provisions will survive termination or expiration of this Agreement: (a) any obligation of Customer to pay fees incurred before termination; (b) Sections 7 (Limitation of Liability), 8 (Ownership and Intellectual Property Rights), 9 (Indemnity), and 10 (Representations & Warranties); and (c) any other provision of this Agreement that must survive to fulfil its essential purpose.

12. Force Majeure

The parties to this Agreement shall not be liable for any failure or delay in performing its obligations under this Agreement if such failure or delay results from unforeseen events beyond their reasonable control, including but not limited to interruptions in telecommunications or internet services, trade restrictions or strikes, fire, natural disasters, war, terrorism, mass accidents, or epidemics. The party seeking to rely on this provision shall notify the other party without undue delay. If such circumstances continue for a period of thirty (30) consecutive days without resolution, the unaffected party may terminate this Agreement by giving thirty (30) days' written notice to the affected party.

13. Miscellaneous

13.1. Assignment & Successors

Customer may not assign this Agreement or any of its rights or obligations hereunder without Provider's express written consent. Except to the extent forbidden in this Section, this Agreement is binding upon and benefits the Parties and their permitted successors and assigns.

13.2. Severability

In the event that a provision of this Agreement is held to be invalid or otherwise unenforceable, such provision will be interpreted to fulfil its intended purpose to the maximum extent permitted by applicable law, and the remaining provisions of this Agreement will continue in full force and effect.

13.3. No Waiver

Neither party will be deemed to have waived any of its rights under this Agreement by lapse of time or by any statement or representation other than by an authorized representative in an explicit written waiver. No waiver of a breach of this Agreement will constitute a waiver of any other breach of this Agreement.

13.4. Amendment

ADVISE may amend this Agreement and/or its Appendixes from time to time by providing the Customer with at least thirty (30) days' prior written notice of the amendment.

Any amendment shall take effect on the date specified in the notice.

If the Customer does not agree to the amendment, the Customer may terminate this Agreement in accordance with Section 11 prior to the effective date of the amendment.

Continued access to or use of the Services after the effective date of the amendment constitutes acceptance of the amended Agreement.

14. Governing Law and Jurisdiction

This Agreement is governed by Icelandic laws. In the event of a dispute arising from this Agreement, the parties shall make every effort to resolve the matter through an out-of-court settlement. If a resolution cannot be reached, the dispute shall be referred to the District Court of Reykjavík. This Section 14 governs all claims arising out of or related to this Agreement, including without limitation tort claims.

APPENDIX 1 SUPPORT SERVICES POLICY

This Support Services Policy applies only to Customers contracting directly with the Provider under the Direct Subscription Access Model or the Managed/Provider-Serviced Access Model.

For Customers accessing the Services through a Reseller, all support obligations and any service levels are governed exclusively by the agreement between the Customer and the Reseller. The Provider has no direct support obligations toward such Customers unless expressly agreed in writing.

Support Hours

Support services are provided during Normal Business Hours, defined as 08:00–17:00 GMT, Monday to Friday, excluding public holidays observed in the Provider's primary place of business.

Service Levels

1.1. Standard Support (Direct Subscription Access Model)

Customer accessing the Services under the Direct Subscription Access Model receive standard support services.

The Provider shall use commercially reasonable efforts to:

make the Software available on continuous basis;
maintain the operational functionality of the Software; and
provide technical support during Normal Business Hours.

Standard Support includes:

access to the Provider's helpdesk or designated support channel;
incident handling and troubleshooting assistance; and
access to documentation or self-service support resources which Provider may make available from time to time.

Work or assistance falling outside the agreed services scope may be charged separately in accordance with the Provider's applicable price list.

1.2. Enhanced Support (Managed/Provider-Serviced Access Model)

Customers accessing the Services under the Managed/Provider-Serviced Access Model receive Enhanced Support in connection with the managed services provided by the Provider. In addition to Standard Support, the Provider shall use commercially reasonable efforts to provide:

assistance related to onboarding, configuration, integrations and operational setup performed by the Provider; and
ongoing service assistance reasonably required for the Provider-serviced environment.

Work or assistance falling outside the agreed services scope may be charged separately in accordance with the Provider's applicable price list.

Service Availability

The Provider shall use commercially reasonable efforts to make the Software available 24 hours per day, seven (7) days per week, except for:

Planned maintenance; and
Unscheduled maintenance for urgent updates, including but not limited to critical patches, bug fixes, or security updates, which the Provider shall use reasonable efforts to schedule outside Normal Business Hours.

The Provider shall provide the Customer with reasonable advance notice (by email or system message) of any planned maintenance expected to cause significant service interruption.

The Provider's Services may include integrations or connections with third-party applications, platforms, or other external systems. The Provider does not control and is not responsible for the operation, availability, performance, or continued compatibility of such third-party systems or integrations. The Provider shall have no liability for any downtime, interruptions, or other issues arising from third-party systems or integrations not controlled by the Provider.

Incident Management

The Customer shall promptly notify the Provider of any issues, incidents, or interruptions affecting use of the Software through the designated support email address or helpdesk system, providing sufficient detail to enable diagnosis and resolution.

The Provider will use commercially reasonable efforts to respond to and address reported incidents in a timely manner, taking into account the severity and impact of the issue.

Exclusions

Support Services do not include:

issues caused by misuse, unauthorized modifications, or failure to comply with the Terms of Service;
issues arising from third-party applications or integrations not controlled by the Provider;
training or professional services beyond standard onboarding, unless expressly agreed in writing.

Customer Cooperation

Both Parties agree to cooperate in good faith to diagnose and resolve incidents. The Customer shall provide sufficient information, documentation, and access (where appropriate) to assist the Provider in identifying and resolving issues efficiently.

No Service Level Guarantee

The Customer acknowledges that the Provider's obligations under this Appendix are limited to using commercially reasonable efforts to maintain availability and support levels.

Amendment of this Appendix

The Provider may amend this Appendix from time to time in accordance with Section 13.4 of the Agreement.