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GreetScribe Support Policy

Version: 2.1
Updated: 2026-10-31
Operator: Qevinto Oy

This Support Policy describes how Qevinto Oy provides support for GreetScribe business customers.

This Policy is intended for business customers using or ordering GreetScribe.

1. Operator

GreetScribe is operated by:

Qevinto Oy
Business ID: 3583823-3
Sarkakatu 3 F23
96460 Rovaniemi
Finland

Support contact: contact@qevinto.com

2. Scope

This Policy applies to support for GreetScribe.

It covers:

  • customer account support;
  • setup and onboarding support;
  • chatbot configuration support;
  • provider integration support;
  • technical issue reporting;
  • billing-related support;
  • security concern reporting;
  • reasonable troubleshooting related to GreetScribe.

This Policy supplements the GreetScribe SaaS Customer Terms, Data Protection Addendum, Security Statement, and other applicable customer documents.

If a signed customer agreement, order confirmation, or support plan contains different support terms, that document controls for that customer.

3. Support channel

The standard support channel is email.

Support requests should be sent to:

contact@qevinto.com

Qevinto Oy may offer other support channels for selected customers or plans.

Scale plan customers also receive telephone support, included in the Scale fee, on Finnish business days from 09:00 to 16:00 Finnish time. Section 21 of the GreetScribe SaaS Customer Terms sets out its hours, response target and relationship to email.

Additional support channels may include scheduled calls, onboarding sessions, project-specific communication channels, or other agreed channels.

Unless separately agreed, email remains the official support channel.

4. Support availability

Qevinto Oy provides support using commercially reasonable efforts.

This Policy does not promise fixed response times unless Qevinto Oy agrees to them in writing.

This Policy does not include a hard service-level agreement.

Hard response times, uptime commitments, escalation rules, or dedicated support commitments apply only if stated in a separate written agreement or support plan.

5. Support request types

Support may include help with:

  • onboarding;
  • customer setup;
  • account access;
  • admin configuration;
  • chatbot behavior questions;
  • customer content updates;
  • provider integration questions;
  • booking-link or deep-link issues;
  • AI or LLM feature questions;
  • billing questions;
  • error reports;
  • security concerns;
  • privacy request routing;
  • general product questions.

Support does not include work outside the agreed GreetScribe service unless Qevinto Oy agrees separately.

6. Customer responsibilities

The Customer is responsible for providing accurate information when requesting support.

Support requests should include:

  • customer name;
  • affected website, page, account, or widget;
  • clear description of the issue;
  • steps to reproduce the issue where available;
  • screenshots where safe to share;
  • relevant timestamps;
  • affected provider integration if known;
  • whether the issue affects live guests;
  • business impact.

The Customer must not include unnecessary personal data, payment card data, passwords, API keys, service-role keys, private tokens, or other secrets in support requests.

If a secret is accidentally shared, the Customer should rotate the secret where appropriate.

7. Support prioritization

Qevinto Oy may prioritize support requests based on:

  • severity;
  • security impact;
  • data protection impact;
  • number of affected users;
  • customer plan;
  • production impact;
  • billing status;
  • provider dependency;
  • whether the issue can be reproduced;
  • whether sufficient information has been provided.

Qevinto Oy may ask for more information before investigating.

Delays may occur if the Customer does not provide enough information.

8. Severity examples

Qevinto Oy may classify issues by severity.

Critical

Examples may include:

  • service unavailable for a production customer;
  • confirmed security incident;
  • unauthorized access concern;
  • live guest flow blocked for all users;
  • issue causing serious data protection risk.

High

Examples may include:

  • major feature unavailable for a production customer;
  • provider integration failure affecting bookings or guest guidance;
  • AI or chatbot behavior causing significant customer-facing confusion;
  • repeated runtime errors affecting live users.

Normal

Examples may include:

  • configuration questions;
  • onboarding questions;
  • content updates;
  • non-urgent chatbot behavior tuning;
  • billing questions;
  • minor display issues;
  • documentation questions.

Low

Examples may include:

  • feature requests;
  • cosmetic issues;
  • non-urgent improvements;
  • general product questions.

These categories are examples only.

They do not create fixed response-time commitments.

9. Customer onboarding and setup support

Qevinto Oy may provide setup and onboarding support.

Setup and onboarding support may include:

  • initial customer configuration;
  • basic chatbot setup;
  • customer content intake;
  • provider integration guidance;
  • account setup;
  • widget or website implementation guidance;
  • basic testing support.

Setup or onboarding fees may apply.

The exact onboarding scope may depend on the customer plan, written quote, subscription, or separate agreement.

10. Provider integration support

GreetScribe may connect with customer-controlled or provider-controlled systems.

These may include:

  • Bokun;
  • Hostaway;
  • booking engines;
  • payment providers;
  • PMS systems;
  • CRM systems;
  • customer-owned booking platforms;
  • other external APIs.

Qevinto Oy may provide reasonable support for GreetScribe-side integration issues.

The Customer remains responsible for its own provider accounts, provider contracts, provider credentials, provider permissions, provider-side settings, provider fees, and provider support channels.

Qevinto Oy is not responsible for third-party provider downtime, pricing, availability, API changes, account restrictions, provider errors, or provider support decisions.

11. Guest support boundary

GreetScribe supports customer guest-assistance workflows.

Qevinto Oy does not replace the Customer’s own guest support team.

The Customer remains responsible for:

  • guest communications;
  • booking confirmations;
  • cancellations;
  • refunds;
  • guest complaints;
  • accommodation issues;
  • activity provider issues;
  • payment questions;
  • emergency requests;
  • legal or policy questions from Guests.

Qevinto Oy may support the Customer with GreetScribe-related technical issues.

Qevinto Oy does not provide direct travel, accommodation, emergency, refund, or booking support to Guests unless separately agreed in writing.

12. AI and chatbot support

Qevinto Oy may support questions about AI-assisted or chatbot behavior.

Support may include:

  • reviewing reported chatbot behavior;
  • checking configuration;
  • checking customer content;
  • checking provider data context;
  • adjusting prompts or workflows where appropriate;
  • identifying whether an issue is caused by customer content, provider data, or technical behavior.

AI-generated responses may be incomplete or inaccurate.

The Customer remains responsible for reviewing AI-assisted outputs before relying on them for business decisions.

No LLM accepts or rejects bookings or payments.

13. Security support

Security concerns should be reported to:

contact@qevinto.com

Security reports should include enough detail to evaluate the issue.

Security reports should not include passwords, API keys, private keys, service-role keys, payment card data, or unnecessary personal data.

Do not conduct security testing without prior written permission from Qevinto Oy.

Qevinto Oy may restrict access, rotate credentials, disable integrations, or take other protective action where needed.

14. Data protection and privacy support

Privacy and data-subject requests can be sent to contact@qevinto.com. For customer-controlled guest processing, Qevinto routes the request and assists the customer under the Data Protection Addendum. Qevinto handles requests concerning its own controller activities under the Privacy Policy.

Provide enough context to locate the record, without sending passwords, API secrets or unnecessary identity documents. A support ticket does not authorise adding identifiable guest information to a shared development dataset; Privacy Policy section 4 governs independent development.

15. Billing support

Send subscription, invoice, agreed additional-response package and billing-contact questions to contact@qevinto.com. The standard SaaS billing method is invoice; charges and cancellation follow the Billing Policy.

Guest booking payments and refunds are handled by the customer or its booking/payment provider.

16. Excluded support

Standard support does not include:

  • custom software development unless agreed;
  • customer website development unless agreed;
  • provider-side troubleshooting outside GreetScribe;
  • third-party provider support obligations;
  • customer staff training beyond agreed onboarding;
  • guest travel support;
  • guest emergency support;
  • legal advice;
  • tax advice;
  • financial advice;
  • medical advice;
  • security testing performed by the Customer;
  • support for unauthorized modifications;
  • support for unsupported integrations;
  • support for systems outside the agreed Service.

Qevinto Oy may offer additional professional services by separate agreement.

17. Feature requests

Customers may submit feature requests.

Qevinto Oy may review feature requests but is not required to implement them.

Feature requests do not create product commitments unless Qevinto Oy agrees in writing.

Qevinto Oy may use feedback and suggestions to improve GreetScribe.

18. Maintenance and changes

Qevinto Oy may perform maintenance, updates, security work, infrastructure changes, integration changes, or service improvements.

Maintenance may affect availability or functionality.

Qevinto Oy may provide advance notice where practical.

Urgent maintenance may be performed without advance notice where needed for security, availability, legal, or operational reasons.

19. Suspension and support

Qevinto Oy may suspend or restrict support or service access where there is:

  • non-payment;
  • security risk;
  • illegal use;
  • breach of terms;
  • abuse of support channels;
  • risk to third-party systems;
  • risk to other customers;
  • misuse of GreetScribe.

Qevinto Oy may resume access or support after the issue is resolved, where appropriate.

20. Changes to this Policy

Qevinto Oy may update this Support Policy when support practices, plans, providers, or the Service change.

Updated versions may be published on the GreetScribe website.

If a signed customer agreement gives different update rights, that agreement controls.

21. Contact

Questions about this Support Policy may be sent to:

Qevinto Oy
Sarkakatu 3 F23
96460 Rovaniemi
Finland
contact@qevinto.com

Previous published versions: 2.0, 2026-09-20 and 2026-05-17.