Support Terms.

At Uhuu AG ("Uhuu", "we", "our"), we are committed to giving our customers responsive, effective and professional support so they can use our platform successfully. This Support Terms annex (the "Annex") describes how we provide support, what we support and what role you play in the support process. It applies to all customers with an active and fully paid subscription under the relevant agreement and order form.

For real-time service updates, visit our status page.

1. Key definitions

• Working days: Monday–Friday, excluding Swiss public holidays.
• Business hours: 9 am–5 pm Central European Time (CET/CEST), Monday–Friday.
• Customer: A person or organisation authorised to use the Uhuu platform.
• End user: A person who visits the customer's website or application operated by Uhuu.
• Help request: A general question to Uhuu support.
• Incident: A significant problem that prevents the platform from working as documented, not caused by custom code or third-party components.
• Ticket: A written help request or incident submitted through Uhuu's designated support channels.
• Priority level: Severity of an incident, from level 1 (urgent) to level 4 (low).
• Excluded events: See section 5.1.
• Self-help resources: Tools provided to help customers solve problems on their own.
• Services: Uhuu's web-based SaaS platform, excluding beta, demo, third-party components and customer-specific implementations.

2. Supporting your end users

Customers are responsible for supporting their own end users. If a problem cannot be resolved internally, Uhuu support is available to verified customers during business hours.

3. Self-help resources

Uhuu provides the following resources for self-service help:

• Documentation: Guides, setup instructions and reference materials.
• Knowledge base: Articles, common issues, FAQs and step-by-step guides.
• Community forum: Peer-to-peer support and discussion. Participation is voluntary and community-led.
• AI assistant: Automated chatbot for quick answers and assistance.

4.1 Reporting incidents

Report problems as soon as they are identified, with an initial assessment of the priority level. We work together to confirm or reassign the priority.

4.2 Submission channels

Submit tickets via:

• Email: mail@uhuu.io
• Web form (accessible via your account dashboard)

4.3 Priority levels

Note: Uhuu may adjust the level based on updated conditions or temporary solutions.

5.1 Excluded events

Support does not cover problems caused by:

• Force majeure (e.g. internet outages, power failures)
• Third-party services or custom scripts
• Beta or test environments
• Failure to follow our documentation

5.2 Customer obligations

For timely support:

• Provide all requested information (logs, screenshots, timestamps, affected users, etc.)
• Respond promptly to follow-up questions
• Keep communication in the same ticket thread
• Make sure qualified staff are available for level 1 issues

6.1 Billing issues

Contact us before disputing charges with your payment provider. Disputed accounts may be suspended until resolved. Billing corrections must be submitted within six (6) months of the invoice date.

6.2 Domain services

Domain purchases and renewals are final. Expired domains may incur restoration fees. DNS must be configured according to Uhuu's documentation. Transfers require at least 60 days of registration.

7. Conduct & communication

We expect respectful and constructive communication. Abusive, insulting or inappropriate behaviour may lead to suspension or termination of support access at Uhuu's sole discretion.

8. Additional notes

• Support for third-party products is generally provided by the original vendor.
• Language support is mainly in English. Where possible, we also offer help in other languages.
• Uhuu may limit the number of people per customer who are authorised to contact support.