Customer Support Terms of Service
Last updated: 24 February 2025
Purpose
These Customer Support Terms of Service (“Agreement”) set forth the terms and conditions governing the provision of support services by Principle Dental Software (“Company”) to its customers (“Customer” or “Customers”). This Agreement is intended to define the scope, limitations, and obligations associated with the support services provided.
Scope of Support
Company shall provide support services to Customers through the following channels:
AI Chatbot: The primary interface for initial inquiries, troubleshooting, and guidance.
Live Chat: Available for escalations and inquiries requiring further clarification beyond AI assistance.
Phone Support: Reserved for critical issues that cannot be effectively addressed via chat.
Video Conferencing: Provided solely for scheduled training sessions or in-depth technical resolutions at the Company’s discretion.
Support Availability & Response Times
Standard support hours are Monday to Friday, 8 AM – 5 PM (AEST).
AI chatbot assistance is available 24/7.
Live chat and phone support response times are generally within 1-4 business hours, subject to workload and issue complexity.
Customer Obligations
Customers shall:
a. Make reasonable efforts to resolve inquiries through the AI chatbot and Company knowledge base prior to escalating to live support.
b. Adhere to all documented processes, training materials, and Company guidelines provided during onboarding and ongoing training sessions.
c. Engage with support representatives in a professional and courteous manner at all times.
d. Furnish accurate and complete information to facilitate timely and effective issue resolution.
Limitations of Support
Company’s support services do not extend to performing administrative functions, including but not limited to data entry, report generation, or account management, on behalf of Customers.
Repetitive inquiries related to matters expressly covered in training sessions or Company documentation may be redirected to self-service resources without additional engagement.
Customers making excessive, unreasonable, or inappropriate requests beyond the scope of standard support may have their support privileges reviewed and restricted.
Customer Conduct and Misuse of Support Services
Company maintains a zero-tolerance policy toward abusive, disruptive, or unreasonable behaviour. Support representatives are not required to engage with Customers who:
- Use offensive, threatening, or otherwise inappropriate language.
- Persistently disregard provided instructions or refuse to adhere to troubleshooting procedures.
- Submit excessive or frivolous support requests that unreasonably burden support operations.
The Company reserves the right to take appropriate remedial action, including temporary or permanent suspension of support services, in response to violations of this policy.
Escalation Procedure
Customers may request escalation of unresolved matters via live chat or email, provided that they have made reasonable efforts to follow standard troubleshooting procedures.
Any formal complaints regarding the provision of support services must be submitted in writing through team@principle.dental.
Modifications and Amendments
Company reserves the right to amend, modify, or update these Terms of Service at its sole discretion. Continued use of support services following any such modifications shall constitute acceptance of the revised terms.