Support Services Terms of Service

By submitting a support request through the WATTMORE Support Center, you agree to these Terms of Service. These terms govern your use of our technical support services and establish the guidelines for how we handle your support requests, data, and communications.

1. Site and System Access Authorization

By submitting a support request, you authorize WATTMORE and its support personnel to:

• Access your WATTMORE platform account(s) (Intellect OPERATE and/or Intellect EnFORM) as necessary to diagnose and resolve your reported issue
• View, analyze, and export site data, configurations, and system logs relevant to your support request
• Make configuration changes or adjustments to your system settings when required to resolve issues, with your prior notification when feasible
• Access historical data and usage patterns to identify trends or recurring issues

2. Information Sharing and Internal Collaboration

To provide effective support, you grant WATTMORE permission to:

• Share your support request details, including any attached files, screenshots, or documents, with internal team members who may assist in resolving your issue
• Discuss your case with engineering, product development, or specialized technical teams as needed
• Use anonymized versions of your issue for training purposes or to improve our products and services
• Share relevant information with third-party service providers or partners when necessary for issue resolution, subject to appropriate confidentiality agreements

3. Communication Consent

By providing your contact information, you consent to:

• Receiving email communications regarding your support request, including status updates, responses, and resolution notifications
• Being contacted by phone if provided, for urgent matters or when email communication is insufficient
• Receiving follow-up surveys or feedback requests related to your support experience
• Receiving important service announcements or updates that may affect your reported issue

4. Data Handling and Retention

WATTMORE is committed to protecting your information:

• Support tickets and associated data are retained for a minimum of three (3) years for reference and audit purposes
• Uploaded files and attachments are stored securely and retained for the duration of the support relationship
• Personal information is handled in accordance with our Privacy Policy
• You may request deletion of your support history, subject to legal and regulatory retention requirements

5. Confidentiality

WATTMORE treats all support request information as confidential. We will not disclose your site data, system configurations, or support communications to unauthorized third parties except as required by law or with your explicit consent. Our employees and contractors are bound by confidentiality agreements that protect your information.

6. Response Times and Service Levels

While we strive to respond to all support requests promptly:

• Response times may vary based on issue priority, complexity, and current support volume
• Critical issues affecting system availability are prioritized over general inquiries
• Specific service level agreements (SLAs) may apply based on your service contract
• We do not guarantee resolution times, as some issues may require extensive investigation or third-party coordination

7. User Responsibilities

To help us serve you effectively, you agree to:

• Provide accurate and complete information when submitting support requests
• Respond to requests for additional information in a timely manner
• Not submit false, misleading, or malicious content through the support system
• Ensure you are authorized to grant the access permissions described in these terms
• Notify us promptly if any information provided becomes inaccurate or outdated

8. Intellectual Property

Any suggestions, feedback, or ideas you provide through support communications may be used by WATTMORE to improve our products and services without obligation to you. You retain ownership of any proprietary data or content you share, and WATTMORE claims no ownership rights to your site data or uploaded materials.

9. Limitation of Liability

WATTMORE provides support services on an "as-is" basis. While we endeavor to resolve issues effectively, we are not liable for any indirect, incidental, or consequential damages arising from support activities, including but not limited to data loss, system downtime, or business interruption. Our liability is limited to the fees paid for the specific service giving rise to any claim.

10. Modifications to Terms

WATTMORE reserves the right to modify these Terms of Service at any time. Changes will be effective upon posting to this page. Continued use of the support system after changes constitutes acceptance of the modified terms. We encourage you to review these terms periodically.

11. Contact Information

If you have questions about these Terms of Service or our support practices, please contact us at support@wattmore.com.