# GreetScribe Support Policy **Effective date:** 2026-05-17 **Version:** 1.0 **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. 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; - Hospitable; - 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-related requests may be sent to: contact@qevinto.com Qevinto Oy may help the Customer with GreetScribe-related privacy requests where reasonably possible. The Customer remains responsible for privacy requests relating to the Customer’s own website, booking engine, payment provider, provider account, or non-GreetScribe systems. Some privacy requests may require cooperation between Qevinto Oy and the Customer. --- ## 15. Billing support Billing questions may be sent to: contact@qevinto.com Qevinto Oy may use Stripe for GreetScribe SaaS subscription billing. Billing support may include: - subscription questions; - invoice questions; - payment failure questions; - billing-contact updates; - plan questions; - setup fee questions; - usage or overage questions. Guest booking payments are separate from GreetScribe SaaS billing. Guest booking payments are handled by the Customer, booking provider, payment provider, or third-party booking system. --- ## 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