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Support & Maintenance Policy

Effective Date: 25 January 2025

Issued By: Nuvra Limited (Masdar City Free Zone, Abu Dhabi, UAE)

Contact: support@nuvra.agency

1. PURPOSE AND SCOPE

1.1 This Support & Maintenance Policy (“Policy”) establishes the standards, procedures, and obligations under which Nuvra Limited (“Nuvra”, “Nuvra Tech”, “Company”, “we”, “our”) provides customer support, technical support, and maintenance services for the Vibe Coding Platform (“Platform”).

1.2 This Policy applies to all Users with:

active subscriptions;
valid accounts in good standing;
enterprise agreements that incorporate this Policy.

1.3 This Policy forms part of the Terms of Service and must be read in conjunction with the Service Level Agreement (SLA).

2. SUPPORT CHANNELS

2.1 Nuvra Tech provides support through the following official channels:

Email Support: support@nuvra.agency
b. In-Platform Support Ticketing System (if applicable)
c. Helpdesk/Knowledge Base
d. Enterprise Support Contact (where contracted)

2.2 Support is available during standard business hours:

Monday–Friday, 9:00 AM to 6:00 PM Gulf Standard Time (GST)
(excluding UAE public holidays)

2.3 Enterprise support tiers may include extended or 24/7 availability per contractual agreements.

3. SUPPORT SERVICES COVERED

3.1 Support includes assistance related to:

technical issues affecting Platform functionality;
Platform availability concerns;
account issues;
billing inquiries (forwarded to appropriate department);
bug reporting and issue escalation;
guidance on Platform features;
onboarding assistance (where applicable).

3.2 Support does not include:

custom code review or debugging of User-created content;
consulting, engineering, or professional services beyond platform usage guidance;
third-party integrations outside Company control;
on-site support;
training beyond standard documentation

4. INCIDENT SEVERITY LEVELS & RESPONSE TIMES

Incidents submitted by Users are prioritized according to severity:

4.1 Severity Level 1 — Critical

Definition: Platform is inaccessible or major features are inoperable for all Users.

Target Response Time: 1 hour
Resolution Approach: Immediate escalation, continuous work until stabilized.

4.2 Severity Level 2 — High

Definition: Significant functionality impaired for a substantial portion of Users.

Target Response Time: 4 hours
Resolution Approach: Escalated troubleshooting during business hours.

4.3 Severity Level 3 — Medium

Definition: Non-critical issues, performance degradation, or feature defects with a workaround.

Target Response Time: 1 business day.

4.4 Severity Level 4 — Low

Definition: Minor issues, UI defects, documentation errors, enhancement requests.

Target Response Time: 3 business days.

5. USER RESPONSIBILITIES FOR SUPPORT

Users must:

a.provide accurate, complete information when submitting tickets;

b. describe issues clearly, including logs or screenshots if relevant;
c. cooperate during troubleshooting;
d. maintain supported browsers, devices, and internet connections;
e. follow Company guidelines for safe use of AI-generated code;
f. ensure no violation of the Acceptable Use Policy exists.

Failure to cooperate may delay or void support commitments.

6. MAINTENANCE SERVICES

6.1 Nuvra Tech performs maintenance activities including:

system updates;
platform enhancements;
performance tuning;
bug fixes;
infrastructure improvements;
security patches.

6.2 Maintenance may be categorized as:

Scheduled Maintenance
Conducted with at least 24 hours’ notice and typically outside peak usage hours.
Emergency Maintenance
Performed without notice when required to address security vulnerabilities, system threats, or critical risks.

6.3 Scheduled Maintenance does not constitute downtime under SLA calculations.

7. EXCLUSIONS

The Company is not responsible for:

issues caused by improper User configurations;
errors resulting from User-modified or third-party scripts;
problems caused by malware on User devices;
failures due to unsupported operating systems or browsers;
third-party outages (hosting, payment gateways, telecom providers);
account access issues resulting from forgotten passwords or compromised credentials;
issues resulting from misuse of Tokens or violation of any Company policy.

8. SUPPORT LIMITATIONS

8.1 Support does not guarantee:

resolution within a specific timeframe (unless explicitly stated for Severity 1);
solutions for custom workflows or external systems;
compatibility with all environments or third-party tools.

8.2 Support may be suspended if:

the User violates any Company policy;
the User’s account is delinquent;
the User engages in abusive, hostile, or inappropriate communication.

9. ESCALATION PROCEDURES

9.1 Issues not resolved within expected timeframes may be escalated internally through:

Support Lead
Engineering Team
Security Team (for security incidents)
Senior Management (where necessary)

9.2 Enterprise contracts may define custom escalation pathways.

10. CHANGES TO SUPPORT SERVICES

Nuvra Tech reserves the right to:

modify support hours;
update support processes;
introduce new support tiers;
discontinue outdated features.

Changes will be communicated with reasonable notice unless immediate action is required.

11. NO WARRANTY OF ISSUE RESOLUTION

11.1 Nuvra Tech provides support on a commercially reasonable efforts basis.

11.2 The Company does not warrant that:

every issue will be resolved;
support will meet User expectations;
workarounds will be available for all issues;
enhancements or feature requests will be implemented.

12. GOVERNING LAW

This Policy shall be governed by:

Federal Laws of the United Arab Emirates;
Laws of the Emirate of Abu Dhabi;
Masdar City Free Zone regulations.

13. AMENDMENTS

Nuvra Tech may amend this Policy at any time.
Revised versions take effect upon publication.
Continued use of the Platform constitutes acceptance.

14. CONTACT INFORMATION

Nuvra Limited
Masdar City Free Zone

Abu Dhabi, United Arab Emirates

support@nuvra.agency