Support and disclaimer.
Support channels, response targets and supported versions, and the disclaimer of warranties and limitation of liability applying to our products.
Effective and last updated
Scope and application
This policy states the support available in respect of products published by Mobilebytesensei Private Limited ("Mobile Byte Sensei", "we", "us"), and the disclaimer of warranties and limitation of liability applying to them. It forms part of our Terms of use.
Support for software developed for a client under an engagement is governed by the signed agreement for that engagement, which prevails over clause 7 to the extent of any inconsistency.
Support channels
Requests for support are to be sent to support@mobilebytesensei.com, stating the product, the version shown on its about or settings screen, the device and operating-system version, and the behaviour observed against the behaviour expected. Where the request concerns a payment, the transaction reference is to be included.
Security vulnerabilities are not to be reported through this channel. The procedure for reporting them is set out on our Security page.
| Product support and defect reports | support@mobilebytesensei.com |
|---|---|
| Billing, refunds and cancellations | billing@mobilebytesensei.com |
| Security vulnerabilities | security@mobilebytesensei.com |
| Privacy requests and grievances | privacy@mobilebytesensei.com |
| Legal notices | legal@mobilebytesensei.com |
Response targets
The periods below are targets for a first substantive response, measured in working days from receipt. They do not constitute a service level agreement and do not apply to software delivered under a client engagement, in respect of which the service levels of the signed agreement apply.
A response constitutes a statement of our findings and of the next step. It does not constitute an undertaking to effect a correction within the same period.
| First response | Within 2 working days |
|---|---|
| Product inoperable for all users | Same working day, correction or rollback taking priority |
| Loss of data, or an incorrect charge | Within 1 working day |
| Defect affecting some users | Triaged within 5 working days, with a statement of whether and when a correction is to be made |
| Feature request | Acknowledged and determined, whether granted or declined |
Matters covered and excluded
Support extends to the operation of a product in accordance with its store listing, product page or documentation. A departure from that description constitutes a defect and is remedied by correction.
Support does not extend to:
- Builds that have been modified, repackaged, sideloaded or otherwise obtained from a channel not listed on the product page
- Devices, operating-system versions or browsers outside those specified in clause 5, and defects caused by other software installed on the device
- The development of a user's own code against one of our open-source libraries. Defect reports and documentation deficiencies in those libraries are to be raised in the public issue tracker of the repository
- The recovery of data held only on a user's device. Where a product stores data solely on the device, we hold no copy and cannot restore it
Supported versions
Support is provided for the current released version of each product and, in the case of a mobile application, for the version immediately preceding it.
This website and our web products are tested against the browser versions stated below. Earlier versions are not blocked, but are not tested, and a defect arising only in an untested version is corrected at our discretion.
| Mobile applications | The current store release and the release immediately preceding it |
|---|---|
| Operating systems | The versions stated in each product's store listing, which is authoritative for that product |
| Web | Chrome 111 and later, Edge 111 and later, Firefox 111 and later, Safari 16.4 and later |
| Open-source libraries | The latest minor release of the current major version. Security corrections are backported to the preceding major version for six months from the date it is superseded |
Beta releases and discontinuation
A product identified as beta is incomplete and subject to change, including change that is not backward compatible. Support for a beta product is provided on a reasonable-endeavours basis and no availability commitment is given. Where a beta product has been paid for, our Refunds and cancellations policy applies in full.
On discontinuation of a product, the commitments below apply. The product page of a discontinued product remains published and the product is identified on it as sunset.
| Notice of discontinuation | Not less than 90 days, given within the product, on the product page and by email to paying users |
|---|---|
| Charges | Renewals cease on the date of the notice. The unused portion of any period already paid for is refunded |
| Data | An export in an open and documented format is made available for not less than 90 days from the date of discontinuation |
| Open-source libraries | The repository is archived rather than deleted, so that dependencies continue to resolve and the work may be forked |
Support under a services agreement
This clause describes our standard terms. The binding terms are those of the signed agreement.
A warranty period follows each release, during which defects against the agreed specification are corrected at no charge. Thereafter support, monitoring and change may be provided under an optional hold-and-improve retainer. Source code, infrastructure, accounts and signing keys are held by the client throughout, and no minimum term applies.
Disclaimer of warranties
Products are supplied on an "as is" and "as available" basis. To the fullest extent permitted by law, and save for any warranty expressly given in a signed agreement or implied by law and incapable of exclusion, no warranty is given that a product will be uninterrupted, error-free or free of harmful components, or that it is fit for any particular purpose, and no undertaking is given that any defect will be corrected.
No statement on a product page, in a store listing, in documentation or in a response to a support request constitutes professional advice. Where a product incorporates a machine-learning model, its output may be inaccurate and is to be reviewed by a person before being relied upon.
Limitation of liability
To the fullest extent permitted by applicable law, we are not liable for any indirect, incidental, special or consequential loss, or for loss of profit, revenue, data or goodwill, arising from the use of or inability to use a product.
Where a product has been paid for, our aggregate liability in connection with it is limited to the amount paid to us in respect of that product in the twelve months preceding the date on which the claim arose. Where a product has been supplied free of charge, that amount is nil.
Nothing in this clause excludes or limits any liability that cannot be excluded or limited under applicable law, including under the Consumer Protection Act 2019, or liability for fraud or for death or personal injury caused by negligence. This clause does not enlarge any limitation agreed in a signed agreement in respect of project work, and that agreement governs such work.
Third-party dependencies
Our products are distributed through application stores, operate on cloud infrastructure and incorporate open-source components. We are responsible for our use of them but do not control them, and a store, platform or upstream project may withdraw, alter or impair a dependency.
Where the act of a third party causes a product to cease functioning, we will state the cause and the action being taken. Where it results in the unavailability of a service paid for, our Refunds and cancellations policy applies.
Escalation
A support matter may be escalated by written request to legal@mobilebytesensei.com, enclosing the original request and our response. An escalation is acknowledged within forty-eight hours and determined within thirty days. Grievances concerning personal data are dealt with under the procedure in our Privacy policy.
Questions about this document: write to legal@mobilebytesensei.com. A person responds.