Support Policy

1. Overview

1. Bento Agency Pte Ltd (“Bento Agency Pte Ltd”, “we”, “us”, “our”) offers product support (“Support”) for EventKoi (the “Software”) to customers with an active and valid license, subject to our End-user License Agreement (EULA).
2. Effective support depends on your full cooperation. To allow us to assist you efficiently, we need you to provide complete, accurate, and timely information when submitting a support request.
3. All Support is provided via email. Support is managed through our support ticket system to help us track and respond to requests efficiently.
4. We aim to provide an initial response within 24 hours on weekdays, and 48 hours on weekends, based on the Singapore time zone (+8 UTC). We are unable to guarantee a specific resolution time or outcome.
5. Use this form to request support.

2. What Support Covers

1. Support includes guidance on installing and using EventKoi, bug reports, and help with features that are not behaving as documented. 
2. We do not provide Support for:
   1. General WordPress issues
   2. Custom code or modifications
   3. Hosting/server environment problems
3. We can only provide limited Support for issues arising from conflicts with third-party software; especially when resolving the issue would require access and/or updates to third-party code.
4. Bento Agency Pte Ltd may elect not to provide Support for websites with non-current versions of EventKoi or WordPress installed.

3. License and Access

1. Support is available only to the original license holder with a valid and non-expired EventKoi license. Access to Support may vary depending on the license tier. 
2. You may not share your license or Support access with others. You are responsible for any activity under your account or license. Misuse includes, but is not limited to, impersonation, unauthorised access attempts, and activities that disrupt our systems or services.
3. We may suspend or restrict access without notice to Support if we believe our services are being misused.

4. Disclaimer of Warranties

1. EventKoi is provided “as is.” with all faults, defects and errors, and without warranty of any kind. Bento Agency Pte Ltd does not warrant that the Software will be free of bugs, errors, viruses or other defects, and Bento Agency Pte Ltd shall have no liability of any kind for the use of or inability to use the Software, the Software content, Support, or any associated service, and you acknowledge that it is not technically practicable for Bento Agency Pte Ltd to do so. 
   1. To the maximum extent permitted by applicable law, Bento Agency Pte Ltd disclaims all warranties, express, implied, arising by law or otherwise, regarding the Software, the Software content, Support, and their respective performance or suitability for your intended use, including without limitation any implied warranty of merchantability, fitness for a particular purpose.

5. Amendments

1. Bento Agency Pte Ltd may amend this Support Policy at any time at its sole discretion. If a revision is material we will attempt to notify you by sending an email to your account’s email address. What constitutes a material change will be determined at our sole discretion. By continuing to access or use the Software and/or Support after any revisions become effective, you agree to be bound by the revised terms. If you do not agree to the new terms, you are no longer authorized to use the Software and/or Support.