Technical Support Service Agreement

This Agreement governs the procedure, scope, terms, rules of communication, limitations, and conditions for providing technical support to users of the iEXExchanger software.

Technical support is provided by IEXEXCHANGER FZCO to users who have purchased a license to use the iEXExchanger software.

Use of technical support means that the User agrees to the terms of this Agreement.

1. Definitions

For the purposes of this Agreement, the following definitions apply:

Software means the iEXExchanger software.

Company means IEXEXCHANGER FZCO, the rights holder and provider of the Software.

User means an individual or legal entity that has purchased a license to use the Software.

License means the right to use the Software within the limits of the selected tariff plan and the terms of the license agreement.

Technical Support / Support means consulting assistance provided to the User regarding the use of the standard administrative panel of the Software.

Administrative Panel / Admin Panel means the closed part of the Software intended for managing the standard functions of the product through the interface.

Standard Version of the Software means the version of the Software supplied by the Company without any changes to the source code, files, database, modules, server configuration, or internal logic.

Initial Installation means a one-time free installation of the standard version of the Software on the User’s server after the purchase of a license, including the basic launch of the product.

Customization means any changes made by the User, their employees, contractors, or third parties to the code, files, database, modules, templates, server configuration, integrations, or internal logic of the Software.

Error / Bug means a reproducible malfunction in the standard version of the Software that is not caused by the User’s actions, third-party services, server issues, customization, or violation of technical requirements.

Third-Party Factors means any circumstances beyond the Company’s control, including the operation of the server, hosting, domain, SSL, external APIs, payment gateways, aggregators, exchanges, CRM systems, Telegram, Cloudflare, third-party services, user settings, and modifications.

Contact Channel means an official Telegram account, Telegram group, email address, or other communication channel assigned by the Company to service a specific license.

Archived License Status means the status of a license for which Support was not renewed within the established period after its expiration. In archived status, the Company does not provide technical support on any matters, except for confirmed errors in the standard version of the Software.

2. Purpose of Technical Support

Technical Support is intended to assist the User with questions related to the use of the standard administrative panel of the Software.

Support helps the User understand how to use the existing functions of the Software within the standard Admin Panel interface.

In simple terms: Support helps with matters related to the Admin Panel and the standard functions of the product.

Support is not a programming service, server administration service, business setup service, exchange office management service, feature development service, third-party modification repair service, or infrastructure maintenance service for the User.

3. Main Principle of Support

Support is provided exclusively for matters related to the operation of the standard administrative panel of the Software.

The Company assists only within the scope of the functions available to the User through the Admin Panel interface.

Support does not deal with:

• servers;
• hosting;
• code;
• databases;
• customization;
• third-party services;
• external APIs;
• modified files;
• infrastructure settings;
• non-standard project logic.

Any matters that go beyond the standard Admin Panel are considered separate paid services or are not provided by the Company if such work is not available.

4. Support Periods

4.1. Free Support After License Purchase

After purchasing a license, the User receives free technical support for 12 months.

The free period starts from the date of license purchase, payment for the license, or issuance of access to the Software, whichever occurs first.

During these 12 months, Support is provided for questions related to the use of the standard administrative panel of the Software.

4.2. Additional Transitional Period

After the end of the 12-month free support period, the User receives an additional transitional period of 2 months.

During these 2 months, Support is provided in a limited medium-priority mode.

Medium-priority mode means that:

• requests are reviewed without priority queue handling;
• response times may be extended;
• only basic consulting assistance regarding the Admin Panel is provided;
• complex diagnostics are not performed;
• server-related, integration-related, programming-related, and non-standard matters are not reviewed;
• the Company may recommend extending paid support or ordering a separate paid service.

The transitional period is not a full extension of free support. It is provided as an additional opportunity to close basic questions related to the use of the Admin Panel.

4.3. End of Support

After the end of the 12-month free support period and the following 2-month transitional period, technical support is terminated.

After Support is terminated, the Company does not provide:

• consultations;
• diagnostics;
• settings checks;
• Admin Panel assistance;
• update assistance;
• analysis of User errors;
• checks of third-party services;
• assistance with servers, hosting, domains, databases, code, or infrastructure.

Further assistance is possible only after paid renewal of Support or after ordering a separate paid service.

4.4. Standard Support Renewal Period

After the active Support period ends, the User may renew Support on a paid basis.

Current terms, periods, and prices for paid support are published on the official services page of the Company:

https://iexexchanger.com/services

Support is resumed from the moment the relevant service is paid for.

The break between the end of the previous support period and the new payment is not compensated or carried over.

The User may renew Support under the standard procedure within 6 months after the end of the active Support period.

For the first license, the 6-month period starts after the end of the 12-month free support period + 2-month transitional period.

For renewed paid Support, the 6-month period starts after the end of the paid support period.

4.5. Archived License Status

If the User does not renew Support within 6 months after its expiration, the license is transferred to archived service status.

In archived status, the Company fully terminates technical support for that license.

In archived status, the Company does not provide:

• Admin Panel consultations;
• problem diagnostics;
• settings checks;
• update assistance;
• assistance with servers, hosting, domains, or infrastructure;
• assistance with external services and integrations;
• analysis of User errors;
• review of old requests;
• project support;
• restoration of support history;
• assistance with any matters related to operation of the Software.

The only exception is confirmed errors in the standard version of the Software.

Service renewal after archived status is possible only by a separate decision of the Company, subject to technical feasibility and after payment for the relevant service, project inspection, or a new support period.

The Company has the right to refuse renewal of support for an archived license if the project is outdated, modified, customized, does not meet technical requirements, or requires separate restoration.

4.6. Exception: Confirmed Product Errors

The Company may review and fix confirmed errors in the standard version of the Software regardless of the Support status.

An error is considered a product error only if all of the following conditions are met:

• the problem is reproducible in the standard version of the Software;
• the Software code has not been modified;
• the Software files have not been modified;
• the database has not been manually modified;
• the server meets the technical requirements of the Software;
• the problem is not caused by third-party services, external APIs, payment gateways, exchanges, aggregators, CRM systems, hosting, or other external factors;
• the problem can be reproduced by the Company on a clean standard installation of the Software.

If the problem occurred due to the User’s actions, code changes, file changes, database changes, incorrect server configuration, third-party integration, or interference by third parties, such problem is not considered a product error.

The Company independently determines whether a request relates to a confirmed product bug or to technical support matters that are not provided after Support expiration or in archived license status.

5. What Is Included in Technical Support

Technical Support is provided only for questions related to the use of the standard administrative panel of the Software.

Support includes:

• consultations regarding standard sections of the Admin Panel;
• explanation of the purpose of settings available through the Admin Panel interface;
• assistance with orders/requests;
• assistance with users;
• assistance with currencies and exchange directions;
• assistance with standard commission settings;
• assistance with standard notifications, if they are configured through the Admin Panel;
• basic recommendations on using standard functionality;
• checking possible errors in the standard Admin Panel;
• general information about available updates without installing them on the User’s server.

Support is not required to perform actions instead of the User if such actions can be performed by the User independently through the Admin Panel interface.

6. Initial Installation of the Software

After purchasing a license, the Company performs one free initial installation of the Software on the User’s server.

Initial installation includes standard installation of the product on the server, basic setup, database connection, and launch of the standard version of the Software.

The purpose of initial installation is to fully install the product on the User’s server and launch it in its standard working state.

Free initial installation is performed only once for the purchased license and only if the User provides correct access credentials and the server meets the technical requirements of the Software.

Free initial installation does not include:

• migration of the website from another server;
• recovery after User errors;
• fixing server problems;
• configuration of a non-standard server environment;
• configuration of third-party services and external integrations;
• code or functionality changes;
• customization;
• installation of updates after the initial installation;
• repeated installation after deletion, failure, migration, or server changes.

After the initial installation is completed, any further work on the server is performed only on a paid basis.

Such work includes repeated installation, migration, recovery, changes to the server environment, fixing server problems, infrastructure setup, installation of updates, and any other actions requiring work by the Company’s specialists on the User’s server.

7. What Is Not Included in Technical Support

Technical Support does not include work that goes beyond the standard use of the administrative panel of the Software.

Support does not include:

• server and infrastructure work: configuration of hosting, domain, SSL, server environment, database, Cron, queues, web server, access rights, and other technical components;
• repeated installation, migration, recovery, or updating of the Software on the User’s server after the free initial installation;
• configuration and support of external integrations: service APIs, payment gateways, aggregators, exchanges, CRM systems, Telegram bots, and other third-party systems;
• programming, code changes, functionality development, design changes, module modification, or business logic modification;
• analysis, fixing, or support of customizations, third-party modifications, modified files, modified databases, or non-standard versions of the Software;
• consultations for third-party programmers, contractors, technical specialists of the User, or any other third parties;
• training in programming, server administration, PHP, Laravel, Angular, JavaScript, MySQL, or other technologies;
• business consulting, setting up an exchange office for an individual business model, recommendations on exchange directions, commissions, or operational processes.

All of the above work is performed only on a paid basis if the relevant service is available or separately agreed.

Exception: consultations for third-party programmers, contractors, and technical specialists of the User are not provided either free of charge or for payment within technical support.

8. Software Updates

The Company provides the User with access to Software updates in accordance with the license terms.

Updates are installed by the User independently.

Technical Support may provide general information about available updates and basic recommendations regarding the standard update procedure. However, independent installation, verification, and control of the update result are the User’s responsibility.

The Company does not perform free installation of updates on the User’s server.

A separate update installation service is available on the Company’s services page:

https://iexexchanger.com/services

For standard cases, the regular update service price listed on the services page applies.

The update cost may be increased if:

• updates have not been installed for a long time;
• many versions have been skipped;
• transition through several intermediate versions is required;
• the project has been modified or customized;
• files, code, or the database have been changed;
• the server environment does not meet the requirements;
• additional checking or restoration of functionality is required after the update;
• the update requires more time and actions than the standard procedure.

The longer the User has not installed updates, the more complex the update may be and the higher its cost may become.

The Company is not responsible for errors caused by independent updating, incorrect update installation, skipping intermediate versions, code changes, database changes, or failure to follow instructions.

Updating a modified, customized, or altered version of the Software is not included in standard technical support and may be impossible without additional analysis and paid work.

9. Paid Technical Work

Any actions related to the server, repeated installation, migration, updating, recovery, configuration of external services, code changes, or non-standard project configuration are not included in free technical support.

Paid work includes:

• repeated installation, migration, and recovery of the Software;
• installation and support of updates;
• configuration or correction of the server environment;
• configuration and support of external integrations, service APIs, payment gateways, aggregators, exchanges, CRM systems, and other third-party systems;
• correction of consequences caused by the User’s independent changes;
• work with a modified or customized version of the Software;
• analysis of errors that occurred after interference with code, files, database, or server;
• any non-standard work not related to ordinary use of the Admin Panel.

The cost of such work is determined individually or according to the prices listed on the services page and depends on the complexity of the task, condition of the project, number of required actions, and time required by the Company’s specialists.

10. Changes to Code, Files, Database, and Server

The Company provides support only for the standard version of the Software.

If the User, their employee, contractor, or third-party developer has made changes to the code, files, database, project structure, server configuration, modules, or internal logic of the Software, the Company has the right to refuse free support for all related matters.

Such changes include any actions that alter the standard state of the Software or its environment, including changes to source code, files, modules, templates, database, server settings, integrations, API logic, calculations, statuses, notifications, interface, or business logic.

Support is not required to:

• search for an error in a modified version of the Software;
• review third-party code;
• compare the modified version with the standard version;
• explain the internal logic of the Software to third-party developers;
• fix consequences of customization;
• adapt updates to a modified project;
• restore operation after deletion, replacement, or modification of files;
• support an individual version of the product.

If the problem occurred after interference with code, database, files, server, settings, or integrations, such problem is not considered a product error.

Resolution of such matters is possible only on a paid basis and only if technically feasible.

11. Third-Party Programmers and Contractors

Technical Support is provided only to the license owner or the appointed contact person regarding the use of the standard Admin Panel.

The Company does not provide consultations to third-party programmers, contractors, technical specialists of the User, or other third parties regarding code, architecture, Software logic, database, API, modules, updates, or customization.

This rule applies regardless of payment.

The Company does not train third-party programmers to work with the Software code, does not explain the internal structure of the product to them, does not help them perform modifications, and does not support their changes.

Programmers and developers of the Company do not provide user technical support. They may be involved by the Company only internally when a confirmed error in the standard version of the product is identified.

Paid services of the Company may include performance of separate work by the Company’s specialists if such work is available and agreed. However, paid services do not mean that the Company will consult, train, or support third-party programmers of the User.

12. Official Support Channels

Current contacts, methods of communication, working hours, and official Company channels are published in the following section:

https://iexexchanger.com/contact

The main channel for operational support is the official Telegram channel or a Telegram chat assigned by the Company.

The Company has the right to assign a separate Telegram account, Telegram group, email address, or other contact channel to service a specific license.

Requests sent to unofficial channels, personal accounts of employees, third-party groups, comments, forums, or social networks are not considered official Support requests.

13. Requirements for Support Requests

For proper review of a request, the User must send one clear message.

The message should preferably include:

• the domain related to the request;
• the tariff plan or license type;
• the Software version, if known;
• what exactly happened;
• in which section of the Admin Panel the question or problem occurred;
• what actions were performed before the problem appeared;
• how to reproduce the problem;
• screenshot or video;
• error text, if displayed;
• whether any changes were made to code, files, database, server, or integrations.

Simple rule: the clearer the problem is described, the faster it can be reviewed.

Messages such as “does not work”, “error”, “check it yourself”, “nothing opens”, or “why does it not work?” without a detailed description may be left without review until complete information is provided.

14. Format for Providing Materials

Support accepts:

• text messages;
• screenshots sent directly in Telegram;
• videos sent directly in Telegram;
• files, if requested by a Support specialist.

Support is not required to open external links, including Google Drive, Dropbox, Mega, OneDrive, YouTube, Vimeo, third-party file sharing services, screenshot services, and unknown or suspicious links.

If a video or screenshot is required, it must be sent directly to the Telegram support chat.

15. One Question — One Request

Each separate question must be sent as a separate message or separate logical request.

It is not allowed to combine several unrelated questions in one request, for example a question about the Admin Panel, server, API, external service, update, and customization at the same time.

If one message contains several different questions, Support may review only one of them or ask the User to separate the request.

16. Repeated Messages and Spam

Repeated messages do not speed up the response.

Repeated messages include:

• “?”;
• “hello?”;
• “answer”;
• “urgent”;
• “why are you silent?”;
• repeated duplication of the same question;
• sending a large number of messages in a row without new information.

A flow of messages, voice messages, screenshots, videos, or repeated questions that interferes with the normal operation of Support is considered a violation of the rules.

Spam includes:

• sending a large number of messages in a row without necessity;
• splitting one question into many short messages;
• emotional messages without technical information;
• repeating the same question in different words;
• putting pressure on specialists;
• demanding an immediate response outside working hours;
• sending messages to several channels at the same time;
• mass forwarding of files without a specialist’s request.

If these rules are violated, the Company has the right to temporarily suspend review of the request or limit Support.

17. Rules of Proper Communication

The User agrees to:

• communicate respectfully and correctly;
• formulate questions clearly and to the point;
• provide complete and accurate information;
• not send spam or repeated messages;
• not demand a response outside working hours;
• not use threats, pressure, insults, or aggressive tone;
• follow the recommendations of specialists;
• not hide the fact of changes to code, files, database, server, or integrations;
• not provide Support with knowingly false information.

The Company has the right to terminate communication, limit, or suspend Support if these rules are violated.

18. Support Working Hours

Current Support working hours, contacts, and methods of communication are published in the following section:

https://iexexchanger.com/contact

Requests are reviewed during working hours according to the current schedule published on the Company’s website.

Messages sent outside working hours are reviewed after a specialist becomes available during working hours.

Outside working hours, specialists may be offline, may not view messages, and may not respond to requests.

Repeated messages outside working hours do not speed up the response.

19. Weekends, Holidays, Vacations, and Force Majeure

Support may be temporarily unavailable or may work with delays in the following cases:

• official holidays;
• long weekends;
• vacation or illness of employees;
• technical failures of Telegram, the website, or other communication channels;
• force majeure circumstances;
• outages at communication providers;
• infrastructure interruptions;
• high Support workload.

Information about significant changes to the working schedule may be published on the official website, contact page, or official Telegram channel.

20. Response and Resolution Times

Response and resolution times depend on the type of request, completeness of the provided information, complexity of the issue, current workload, and need to verify the problem.

Approximate timeframes:

A basic consultation may take longer if the situation needs to be reviewed, data needs to be checked, the User’s response is required, or there is a queue in Support.

Errors in the standard version of the Software are fixed depending on complexity. Some errors may be fixed immediately if they are critical and require urgent intervention. Other errors may be fixed in the nearest release or scheduled product update.

Response time does not mean full resolution time.

Resolution may take longer if it is necessary to reproduce the error, request additional data, check the problem on a clean installation, exclude third-party factors, or involve a developer in case of a confirmed bug.

21. Access and Security

In some cases, Support may request access to the Admin Panel, server, database, or another resource for diagnostics.

The User must provide only current, correct, and working access credentials.

If access credentials are incorrect, incomplete, expired, blocked, do not have the necessary permissions, or do not allow verification, diagnostics may be suspended.

The Company is not responsible for inability to perform diagnostics if the User has not provided the necessary data or access credentials.

The User is independently responsible for the security of their access credentials, backups, data safety, and control over the actions of third parties.

22. Problem Verification

The Company has the right to:

• request additional data;
• request screenshots or videos;
• request reproduction steps;
• check the problem on a clean installation;
• compare behavior with the original version of the Software;
• determine whether the problem relates to the standard version of the Software;
• refuse free review if the problem is caused by third-party factors.

If the problem is not reproducible in the standard version of the Software, it is not considered a product bug.

If the problem occurs only on the User’s server, only after customization, or only when a third-party service is connected, it is treated as an environment, integration, or modification issue, not as a Software error.

23. PRO Tariff

For the PRO tariff, the following principle applies:

1 license = 1 domain

One PRO license may be used only on one domain.

A separate support contact channel is assigned for each PRO license.

Examples:

• 1 PRO license = 1 domain = 1 support channel;
• 2 PRO licenses = 2 domains = 2 support channels;
• 3 PRO licenses = 3 domains = 3 support channels.

The Company has the right to refuse support for a domain that is not linked to the relevant license.

24. PRO PLUS Tariff

For the PRO PLUS tariff, the following principle applies:

1 license = 2 domains of one owner

A PRO PLUS license may be used on two domains belonging to the same owner, if this is provided by the tariff terms.

For a PRO PLUS license, Support is provided through one common contact channel for both domains.

This means:

• 1 PRO PLUS license = 2 domains = 1 support channel;
• both domains are serviced in one Telegram account or one Telegram group;
• the Company does not create a separate support channel for each domain under one PRO PLUS license.

Examples:

• 1 PRO PLUS = 2 domains = 1 support channel;
• 2 PRO PLUS = 4 domains = 2 support channels;
• 3 PRO PLUS = 6 domains = 3 support channels.

If the User wants a separate support channel for each domain, this may be agreed separately, subject to technical and organizational feasibility.

25. Grounds for Refusal or Suspension of Support

The Company has the right to refuse Support or temporarily suspend its provision in the following cases:

• the Support period has expired;
• more than 6 months have passed since Support ended, and the User has not renewed it on a paid basis;
• the license is in archived service status;
• there is no active paid Support after the end of the free and transitional periods;
• the request does not relate to the Admin Panel;
• the matter relates to server, hosting, or infrastructure;
• the matter relates to repeated installation, migration, recovery, or updating of the Software;
• the matter relates to programming, code changes, or development;
• the matter relates to customization;
• the matter relates to a third-party API, external service, payment gateway, aggregator, exchange, or CRM;
• the User uses an outdated version of the Software;
• the User uses a modified version of the Software;
• the User uses a pirated or unofficial version of the Software;
• code, files, database, or server configuration have been changed;
• standard files have been deleted or replaced;
• technical requirements have been violated;
• necessary data for diagnostics is missing;
• incorrect access credentials have been provided;
• the User deleted correspondence or request history;
• the User refuses to follow specialists’ recommendations;
• the User demands work that is not included in Support;
• the User requests consultation for a third-party programmer or contractor;
• the User behaves aggressively, offensively, or incorrectly;
• the User sends spam or an excessive number of messages;
• the User uses Support as a permanent chat, training service, or replacement for an in-house specialist.

Suspension of Support does not extend the free, transitional, or paid support period.

26. Fair Use Policy

Support is provided for a reasonable number of requests related to the use of the Admin Panel.

The Company has the right to limit the number of requests or temporarily suspend Support if the User:

• abuses the number of questions;
• asks repeated questions;
• uses Support as training;
• uses Support as permanent business support;
• demands that tasks be performed instead of the User;
• systematically ignores instructions;
• creates excessive workload for specialists;
• submits requests unrelated to the Admin Panel;
• regularly sends questions regarding server, code, API, updates, or customization.

Support does not replace a server administrator, programmer, business consultant, technical director, or exchange office operator.

27. User Notifications

Current contacts, working hours, methods of communication, and main official channels of the Company are published in the following section:

https://iexexchanger.com/contact

Additional information may be published on the official Company website, services page, news page, and official Telegram channel.

Official channels may publish:

• changes to Support terms;
• tariff changes;
• working schedule changes;
• holiday and weekend notices;
• information about updates;
• technical announcements;
• warnings about issues;
• changes to the request procedure.

Information published through the Company’s official channels is deemed to have been communicated to the User.

The User is responsible for independently monitoring the current Support terms.

28. Unofficial Sources of Information

The following are not official sources:

• personal accounts of employees;
• personal correspondence outside the assigned channel;
• third-party Telegram groups;
• forums;
• blogs;
• reviews;
• messages from third parties;
• social media comments;
• publications by unofficial representatives.

The Company is not responsible for information published in unofficial sources.

29. User Responsibility

The User is independently responsible for operation of their project, data safety, selection of technical specialists, and all actions performed on their server, in the Admin Panel, database, Software files, and connected services.

The User is independently responsible for:

• choosing hosting and server;
• domain availability;
• correct server environment;
• backups;
• data safety;
• security of their access credentials;
• actions of their employees;
• actions of third-party programmers, contractors, and other persons to whom the User has provided access;
• changes to code;
• changes to files;
• changes to the database;
• connection of third-party services;
• use of external APIs, payment gateways, aggregators, exchanges, CRM systems, and other third-party systems;
• compliance with the technical requirements of the Software;
• independent installation of updates;
• timely renewal of Support.

The User must be extremely careful when selecting employees, programmers, contractors, and other persons who are granted access to the project.

Incorrect actions by such persons may result in data loss, database damage, file deletion, website malfunction, errors in the Admin Panel, inability to update the Software, leakage of access credentials, or complete project failure.

Before making any changes to code, files, database, server, settings, integrations, or installing updates, the User must independently ensure that an up-to-date backup is available.

The Company is not responsible for consequences caused by the actions of the User, their employees, third-party programmers, contractors, or other persons to whom the User has provided access.

30. Limitation of the Company’s Liability

The Company is not responsible for:

• failures of the User’s server, hosting, domain, or infrastructure;
• errors in the server environment;
• failures of third-party APIs, payment gateways, aggregators, exchanges, CRM systems, and other external services;
• actions of the hosting provider;
• actions of the User’s employees;
• actions of third-party programmers, contractors, and other persons to whom the User has provided access;
• consequences of customization;
• consequences of changes to code, files, or database;
• consequences of independent update installation;
• consequences of deletion, replacement, or damage of files;
• loss, damage, or deletion of data;
• data loss in the absence of up-to-date backups;
• leakage of access credentials or confidential information due to the fault of the User or third parties;
• errors caused by violation of instructions;
• errors caused by use of an outdated version;
• errors caused by use of a pirated, modified, or unofficial version of the Software;
• inability to provide support due to archived license status.

If the project, database, files, settings, or access credentials were damaged, changed, or deleted as a result of actions by the User, their employees, third-party programmers, contractors, or other third parties, recovery may be performed only on a paid basis and only if technically feasible.

31. Separate Consulting and Non-Standard Services

Matters that go beyond standard Support are treated as separate paid services or consulting.

Such matters include:

• configuration of the exchange office business logic;
• recommendations on exchange directions;
• recommendations on commissions;
• configuration of non-standard work scenarios;
• analysis of exchange office operation;
• recommendations on operational processes;
• development of new functions;
• modification of existing functions;
• integration of third-party services;
• configuration of external APIs, payment gateways, aggregators, exchanges, CRM systems, and other third-party systems;
• individual project setup;
• technical support of a modified version;
• project audit;
• security audit;
• performance audit;
• migration, repeated installation, or recovery of the project;
• installation and support of updates.

Such services are provided only if the relevant paid service, active paid support, or separate agreement is available.

At the same time, separate paid services do not include consultations for third-party programmers regarding code, architecture, database, internal logic of the Software, or performance of their own modifications.

32. Closing a Request

A request is considered closed if:

• the User has been provided with an answer;
• the User has been provided with instructions;
• the problem is outside the scope of Support;
• the problem is recognized as server-related;
• the problem is recognized as related to customization;
• the problem is recognized as related to a third-party service;
• the problem is recognized as related to an independent update;
• the license is in archived status;
• the User has not provided the necessary data;
• the User has not responded for a long time;
• the Support period has expired;
• the User has violated the request rules.

If the User returns to a closed issue after a long period of time, the Company has the right to treat it as a new request.

33. Changes to Support Terms

The Company has the right to change, supplement, and update this Agreement.

The current version is published on the official Company website or another official channel.

Changes take effect from the moment of publication, unless otherwise specified in the publication itself.

Continued use of Support after publication of a new version means that the User agrees to the updated terms.

34. Final Provisions

This Agreement is part of the general terms of use of the Software and the iEXExchanger license agreement.

Technical Support is provided only within the limits directly specified in this Agreement.

All matters not expressly listed as included in Support are considered not included in free technical support.

The Company reserves the right to independently determine whether a specific request relates to technical support, paid service, customization, server issue, third-party factor, independent update, archived license status, or confirmed product error.

The User confirms that they understand the limits of Support and accept the terms of this Agreement.