Contents
- Article 1 - Support channels
- Article 2 - Response times
- Article 3 - Scope of assistance
- Article 4 - Escalation
- Article 5 - Security of exchanges
- Article 6 - Retention of exchanges
- Article 7 - Proper use of assistance
- Article 8 - Amendments
This policy describes the conditions of the assistance provided to Users of the Noryo service (hereinafter the "Service"), the available channels, the scope of the assistance and the procedures for retaining exchanges.
Article 1 - Support channels
The User may open a support request from the Service or write to legal@noryo.app, specifying the email address associated with their account and describing their request in sufficient detail to allow it to be handled.
Article 2 - Response times
The Publisher endeavours to respond as soon as possible. Response times may vary depending on the volume of requests and the complexity of the topics. No contractual time limit is guaranteed, except for an express written commitment by the Publisher.
Article 3 - Scope of assistance
The assistance relates to the use of the Service, billing and incident handling. It does not include any financial, legal or tax advice (see the Financial Disclaimer) and does not replace the features of the Service.
Article 4 - Escalation
Requests requiring in-depth analysis, in particular security incidents or requests relating to personal data, are subject to specific handling and may be directed to the dedicated procedures (see the Exercise your rights page and the Responsible Disclosure Policy).
Article 5 - Security of exchanges
In the context of support, the Publisher never asks for the User's password or banking credentials. Any solicitation to this effect must be regarded as fraudulent. The User is invited not to communicate sensitive information that is not necessary for handling their request.
Article 6 - Retention of exchanges
Support requests and the associated messages are retained for up to ninety days after the closure of the request, then deleted, subject to legal obligations. The processing of the corresponding data is described in the Privacy Policy.
Article 7 - Proper use of assistance
The User undertakes to make fair use of the assistance and refrains from any abusive, insulting or threatening behaviour towards the persons in charge of support. The Publisher reserves the right not to follow up on an abusive request or to terminate an exchange in the event of inappropriate behaviour.
Article 8 - Amendments
This policy may be updated. The applicable version is the one in force at the time of the request.