Technical Support Policy

Last Update

This Tech Support Policy (the “Support Policy”) describes the technical support services that Investorbootz (“Company”) makes available to customers and contractors in connection with its technology platform located at https://investorbootz.com (the “Platform”):

1. Definitions.

The terms used in the Tech Support Policy have the following meanings:

  1. “Business Hours” shall be defined as 6 a.m. to 6 p.m. PT, 7 days a week with no excluded holidays.  

  2. “Contractor” shall be defined as an independent contractor who has created a profile on the Platform for the purpose of reviewing and declining or accepting work orders from Customers.  

  3. “Critical Level Incident” shall be defined as a Platform-wide outage, resulting in an inability to access accounts, payment/checkout failures, active work order issues preventing fulfillment, and security concerns.

  4. “Customer” shall be defined as a customer who has created a profile on the Platform for the purpose of submitting work orders to Contractors.  

  5. “High Level Incident” shall be defined as an issue affecting work orders, deliverable access, customer/contractor communication, and scheduling or payment functionality.  

  6. “Low Level Incident” shall be defined as general questions about functionality, feature requests, training requests, cosmetic issues and non-urgent enhancements.  

  7. “Medium Level Incident” shall be defined as account questions, order history issues, non-urgent platform bugs, user errors, and document/upload questions.  

  8. “Priority Level(s)” shall be defined as the support priority for Critical Incidents, High Incidents, Medium Incidents, and Low Incidents.

2. Technical Support Services. 

(a) Standard Technical Support Services.  Company shall make available standard technical support services via SMS, live chat, phone, email, and in-Platform to all Customers and Contractors during Business Hours in accordance with the Priority Level assigned at its sole and absolute discretion.  Company shall use commercially reasonable efforts to timely respond to and address all standard technical support service requests.  Standard technical support services will include but not be limited to the following technical concerns:

(i) Account access/login issues;

(ii) Platform navigation;

(iii) Work order submission issues;

(iv) Basic user questions;

(v) Platform bugs or errors;

(vi) Status-update visibility issues;

(vii) Communication or notification issues;

(viii) Contractor access issues; and

(ix) General troubleshooting for use of the Platform.

(b) Premium Technical Support Services.  Company may in the future at its sole and absolute discretion make available premium technical support services to Customers and Contractors on terms and conditions to be determined in the future.  In any such case, premium technical support services could include the following:

(i) Enhanced onboarding;

(ii) Custom account support;

(iii) Strategic account support;

(iv) Implementation assistance;

(v) Enterprise support; or 

(vi) Custom support arrangements.

(c) Out-of-Scope Services.  The following services are specifically excluded as “out-of-scope” from any available technical support services provided to Customers and Contractors: 

(i) Technical issues with Customer or Contractor devices, Internet, browser, phone, camera, or computer;

(ii) Technical issues with third-party software not controlled by Company;

(iii) Technical issues with Customer or Contractor CRM, email, or internal systems;

(iv) Real estate, legal, tax, lending, title, escrow, insurance or investment advice;

(v) Training unrelated to Platform use;

(vi) Custom integrations unless expressly agreed in separate writing;

(vii) Problems caused by inaccurate information, misuse, unauthorized access, or failure to follow platform instructions; and

(viii) Technical issues caused by third-party outages, carriers, payment processors, hosting providers, or other external systems outside of Company’s control.