K9 Security Inc. Support Terms

These Support Terms are incorporated into the K9 Security Terms and Conditions (the "Agreement") and use its defined terms. In case of conflict, the Agreement's order of precedence governs.

Support Hours

Company will provide Technical Support to Customer on weekdays during the hours of 9:00 am through 5:00 pm Pacific time, excluding U.S. Federal Holidays ("Support Hours").

Channels

Customer may initiate a Helpdesk ticket during Support Hours by emailing support@k9security.io or filing a support request at https://www.k9security.io/contact/. Technical Support is provided by electronic mail for all paid plans. For the Teams plan and Order Form customers, Company will additionally provide support by video conference, scheduled by mutual agreement.

Response Target

Company will use commercially reasonable efforts to respond to all Helpdesk tickets within one (1) business day. Response targets are initial-response targets and are not resolution commitments. An Order Form may specify enhanced response targets or severity classifications, which apply in place of this paragraph for that Customer.

Trials

Support commitments do not apply to free trials, though Company welcomes questions from trial users and will respond as resources permit.