Circularo SaaS Support Policy

Effective From: November 15, 2026 (Version 1.6)

1. Introduction

This Circularo SaaS Support Policy (“Policy”) describes the level of Service and technical support you are entitled to as part of your Circularo SaaS Service.

This Policy does not cover support for Ultimate or On-premise Services or replace any other agreement you may have with us. If your registered address is in the European Union, your agreement is with Circularo Europe s.r.o. Revolucni 1082/8 11000, Prague 1, Czech Republic. If your registered address is anywhere else, your agreement is with Circularo Mena FZE, with address DTEC Dubai Technology Entrepreneur Centre, Dubai Silicon Oasis, United Arab Emirates (“Circularo”, “Us”, “We”).

"You" are an Individual Customer or Corporate Customer as defined in the current version of the Terms of Service ("Terms Of Service"), including all Users in respect of Corporate Customers.

If you have any questions about this Policy, how it applies to you or would like an earlier version, please contact us at legal@circularo.com.

2. Definitions

All capitalized words in this Policy have the same definition as the Terms of Service, except for the following :

2.1 Customized Escalation Process means the ability to customize and request a specific support and escalation process in relation to the Support Services, subject to approval by us. Customized Escalation is available only for Plus and Premium.

2.2 Non-Support Day means Saturday, Sunday or a public holiday in the Czech Republic, unless agreed otherwise with us in writing;

2.3 Online Helpdesk means the in-Service help desk function or a nominated support email if the in-Service helpdesk is not available;

2.4 Phone Support means access to customer support (English only) to address technical questions and product related questions during standard Support hours. Phone Support is available only for Plus and Premium Support Plans, on Subscription Plans with monthly Subscription fees exceeding USD $15,000.

2.5 Priority Email Support means the ability to submit Support Requests either through the in-Service 'help desk' feature or by emailing a dedicated support email address that we will provide to you. If you are eligible for priority email support, you must nominate a representative to submit Support Requests on your behalf;

2.6 Request Quota means the maximum number of Support Requests that you can submit in any given 12 month period during a current Support Period. Additional Support Requests can be purchased in 5 Service Request increments;

2.7 Self-Service Resources means publicly available instructional resources intended to assist with Service support;

2.8 Service means a Circularo 'software-as-a-service' (SaaS);

2.9 Support Availability Hours means the days and times during which we are available to provide support. This does not mean we will resolve an issue raised in a Service Request;

2.10 Support Extra means an additional service that forms part of your Support Plan and includes non-standard Support Availability Hours, Customized Escalation Process, Support Manager, and Phone Support;

2.11 Support Hour means a period of 60 minutes during the Support Availability Hours;

2.12 Support Manager means a dedicated customer success manager assigned to you, who is your single point of contact for all support and account-related questions. Your customer success manager will assist with support requests, resolve issues and act as your Service advocate;

2.13 Support Period has the meaning given in Section 4;

2.14 Support Plan means one of the plans described in Section 4;

2.15 Support Request means a single question, issue or new feature request made by you in relation to the Service;

2.16 Support Services mean the services provided by us under this Policy;

2.17 System Monitoring means the period during which we monitor the performance of the systems that make the Service available to you;

2.18 Initial Target Response Time means the average time (in hours) taken by us to respond to a Service Request after it has been submitted by you, averaged over all Support Requests submitted by you. This does not include the average time taken to resolve an issue raised in the Service Request; and 

2.19 Target Resolution Time means the period of time (in hours) that it takes us to resolve a Service Request after it has been submitted by you.

3. Terms of Service

3.1 Terms of Service. This Policy forms part of the Terms of Service. In the event of any inconsistency or conflict between the Terms of Service and this Policy, the terms of this Policy prevail to the extent of any inconsistency.

3.2 Applicability. This Policy applies to the Start, Pro, Business and Enterprise Subscription Plans. If you have an Ultimate Subscription Plan, our support and service level obligations are described in a separate agreement.

4. Support Plans

4.1 Support Plans. Each Subscription Plan, except Trial Subscriptions, include the Essential Support Plan and you are entitled to receive the support described in this Policy. If you require additional support, you may purchase a Plus Support Plan or Premium Support Plan. If you have an Enterprise Subscription Plan you are encouraged to purchase an Enterprise Support Plan suitable to your Enterprise customisations.

Your support options are described as follows:

4.2 Support Period. Your Support Plan starts on the same date as your Subscription Period and ends on the same date as your Subscription Period ("Support Period"). Your Support Plan renews with our Subscription Plan, unless your Subscription is terminated earlier.

4.3 Changes. You can change your Support Plan at any time during the Subscription Period. If you are changing to a higher Support Plan, your change will be effective immediately and any Request Quotas will be transferred to your new Support Plan. If you are changing to a lower Support Plan, your change will be effective at the beginning of the next Support Period.

4.4 Support Extras. You can purchase Support Extras where these are available for your Support Plan.

5. Support Features

5.1 Support Features. We will use commercially reasonable efforts to provide you with each of the following support services:

*Available in connection with Customized Escalation. For all Support features marked as Available please contact our Sales Team at sales@circularo.com

Support Availability Hours

5.2 Included Services. The following support services are included in each Support Plan: 24x7 System Monitoring, access to Self-Service Resources and Online Helpdesk.

5.3 Priority. Our response and resolution times are measured in relation to a priority rating of "Normal" and "Urgent". When submitting a Support Request you can prioritize it as "Urgent" by including the word "Urgent" in the subject line or in any part of the message. If you are receiving Phone Support, you can prioritize a Support Request as "Urgent" by telling your Support Manager or other Circularo representative that you regard the request as "Urgent". If you do not prioritize a Support Request as "Urgent," we will regard it as "Normal".

5.4 Support Requests. Support Requests must be submitted through the Online Helpdesk, unless you are entitled to Priority Email Support or Phone Support. If you submit Support Requests in any other way, we may not regard them as validly submitted and are not required to respond or resolve the issues or errors. You agree that we may close any Support Request after 5 days, if we consider the issue resolved, you have not provided requested information or the Support Request is otherwise inactive.

5.5 Providing Necessary Information. When submitting a Support Request, you must provide all necessary information, and in sufficient detail and specificity, in order for our support staff to properly identify and diagnose an issue, and ensure a timely response and/or resolution of a Support Request. This includes information about when and how the issue appeared, steps to reproduce the issue, exact error messages, and changes made to the system or environment prior to the issue. Failure to supply this information upon request may result in a delay of support assistance.

5.6 Non-Resolution. You acknowledge that we may be unable to resolve a Support Request in the Target Resolution Time due to a number of influencing factors, including the time it takes for you to reply to a request for further information, the response time of a third party or the need to prepare and release hotfix, software update and/or new features.

6. Limitations

6.1 Limitations. We will have no obligation to provide the Support Services in the event that:

6.1.1 the Service is reconfigured or modified by you or anyone other than us (or authorised by us) or is used contrary to the Documentation;

6.1.2 an error or issue is caused by your negligence, misconduct, or misuse of the Service, a hardware malfunction, or other causes beyond our reasonable control;

6.1.3 an error or issue is caused to third party software, including by third party hosting provider;

6.1.4 you have not installed or implemented the latest Service version, upgrade, fix or patch provided by us or if you install or implement these when we have not released them publicly.

6.2 Third Party Software. The Support Services are not provided in relation to any third party software that integrates with the Service, even if these are made available by us.

6.3 Support Exclusions. The Support Services do not apply or include the following:

6.3.1 any Circularo SaaS version that is not designated as a production release, such as a beta-releases, milestone, release candidate, sandbox code or any other repository that is not packaged into the Service ;

6.3.2 APIs, interfaces or data formats other than those included with the Service or made available by third parties, including authorised Circularo partners;

6.3.3 installation, configuration, management and operation of the Customer or a third party’s applications.

7. Your Responsibilities

7.1 Communication. You are responsible for ensuring that your staff, contractors, users and all other personnel that use the Service have sufficient language and technical skills, and respond to and cooperate with us in a timely manner, in order for us to acknowledge, diagnose and resolve Support Requests and provide the Support Services. We ask that you respect our personnel and all communication must be consistent with the Acceptable Use & IP Policy.

7.2 Self-Assessment. You must use, and our provision of the Support Services is conditional on your, reasonable efforts to:

7.2.1 upon submitting a Support Request, provide sufficient information and technical data in order for us to establish whether the request relates to an issue or error that is excluded from the Support Services;

7.2.2 make available and expend reasonable resources to provide any data reasonably requested by us to adequately address the potential problem;

7.2.3 cooperate with our personnel to enable the Support Services to be provided; and

7.2.4 utilize sufficient resources to understand our instructions in addressing Support Request, and make reasonable attempts to correct an issue or error as instructed by us.

You acknowledge and agree that the extent of access, accuracy of information and technical data you provide to us may affect our ability to provide the Support Services.