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Maintenance Policy
Arelios is a Solution As A Service provided by AGILOS.

1. Overview

Arelios support and maintenance is included in the yearly subscription price.
Support Services shall be automatically renewed within the Arelios subscription renewal.

Level of Support Coverage:
Arelios End Users receive technical assistance and support concerning operation of the Software, via a dedicated email address during Agilos normal local business hours from Monday to Friday (excluding public holidays)

2. Response Times and Escalation

​Reporting Support Cases. Support Cases must be reported via Users login to Arelios Zendesk Web Support application.

3. Response Times.
Agilos will respond, within maximum 24 hours, to any Support issues reported to Arelios Zendesk Web Support application.
When reporting Arelios Support Cases in Zendesk, End User must provide Arelios a detailed description of the problem encountered. In addition, the End User must reasonably cooperate with Arelios and provide all reasonable assistance necessary to diagnose, reproduce and assess any reported support Case.

4. Termination
If subscription contract is not renewed, access to Arelios, including End user data will be cancelled. All End User data will be deleted.

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