Pelcro | Content Subscription Platform

Policies

We provide you with keys to a powerful platform. Use our services in a considerate and professional way. This document outlines all the policies that pertain to the use of our services.

Acceptable use policy

It is not allowed to use, encourage, facilitate, promote or instruct others to use the services for any illegal, harmful, fraudulent, infringing or offensive use, or to transmit, store, display, distribute or otherwise make available "evil" content. This includes:
+ Illegal or harmful: Illegal contents, that violate the rights of others, or that may be harmful to others, reputation, including disseminating, promoting or facilitating child pornography, offering or disseminating fraudulent goods, services, schemes, promotions, make-money-fast schemes, ponzi and pyramid schemes, phishing, pharming, crypto-currency mining.
+ Infringing: Content that infringes or misappropriates the intellectual property or proprietary rights of others. Harmful: Content or other computer technology that may damage, interfere with, surreptitiously intercept, or expropriate any system, program, or data, including trojan horses, cancelbots, viruses, worms, time bombs, Facebook friend bots.
+ Offensive: Content that is defamatory, obscene, abusive, invasive of privacy, or otherwise objectionable, including content that constitutes child pornography, relates to bestiality, or depicts non-consensual sex acts.

Monitoring and enforcement policy

We reserve the right, but do not assume the obligation, to investigate any violation of this policy. In consequence we may: remove, disable access, or even modify content; report any activity that we suspect violates any law or regulation to appropriate law enforcement officials, regulators, or other appropriate third parties. This reporting may include disclosing appropriate client information.

Maintenance policy

We shall use our best efforts to conduct maintenance in accordance with its support services policy during non-peak hours.

Support services policy

Some of the services and infrastructures required for running the Software and performing this Agreement are provided by third parties. We shall use our best efforts to obtain assistance from such third parties in the case of service disruption.

A “Severity Critical” Service Error is defined as a Service Error in which the Customer and/or end-users are wholly unable to access one or more of the Services and the Company can confirm the reported problem. The Company’s target response time to acknowledge receipt of the Customer’s call regarding a Severity Critical Service Error is one (1) hour, and the Company will work 24/7 until the error is fixed.

A “Severity High” Service Error is defined as Service Error in which the Customer and/or end-users are wholly unable to access one or more of the Services, and the reported problem cannot be confirmed by the Company. The Company’s target response time to acknowledge receipt of the Customer call regarding a Severity High Service Error is four (4) hours, and the Company will work during normal business hours until the issue is resolved. If a Severity High issue is determined by the Company to be a Service Error for which a reasonable alternative solution exists, the Customer shall be provided the reasonable alternative solution. The Service Error then may be categorized as a Severity Medium issue and will be corrected in a subsequent scheduled upgrade. If no such reasonable alternative solution exists, then the Company will at best efforts to provide a solution to the reported issue in the next available scheduled upgrade.

A “Severity Medium” Service Error is defined as a Service Error in which the Customer is unable to perform standard system functionality and there is a reasonable alternative solution available or any other Service Error not otherwise meeting the definition of a Severity Critical or High Service Error. A Severity Medium Service Error may also include a Severity High Error that is reported, but the Customer is unable to reproduce the issue at the request of the Company’s staff.
Customer may initiate a helpdesk ticket by emailing help@pelcro.com.

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