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Technical Support
Definitions and interpretation
Technical Support is available to all Users and applies only to the Meiro System. It covers bugs present in Meiro-developed Connectors, Processors, and Loaders.
Users should first consult the knowledge base at help.meiro.io before reaching out. If the issue cannot be resolved through self-service documentation, Users may contact the support team by emailing [email protected]. A response will be provided within 36 business hours, excluding Singapore public weekends and public holidays.
Definitions
- Client
- The organization or individual that has entered into a commercial agreement with Meiro for access to and use of the Meiro System.
- Incident
- An unplanned interruption to, or reduction in the quality of, a service provided by the Meiro System that has been reported to Technical Support.
- Meiro System
- The Meiro Customer Data Platform software, including all Meiro-developed Connectors, Processors, and Loaders, as licensed to the Client.
- Problem
- The underlying cause of one or more Incidents, identified through root-cause analysis by the Meiro support team.
- Users
- All individuals authorized by the Client to access and use the Meiro System under the terms of the applicable license agreement.
The Technical Support does not apply to any issues:
- Force majeure — issues arising from events beyond Meiro's reasonable control, including natural disasters, power failures, government actions, or internet infrastructure outages.
- User actions — problems caused by misconfiguration, unauthorized modifications, or misuse of the Meiro System by the Client or its Users.
- Third-party services — failures, changes, or deprecations in third-party APIs, data sources, or external platforms connected to the Meiro System.
- Non-Meiro technology — issues originating in infrastructure, operating systems, databases, cloud providers, or other technology not developed or supplied by Meiro.
- Policy non-compliance — issues resulting from the Client's failure to follow Meiro's documented usage policies, security guidelines, or recommended operational procedures.
- Security failures — breaches or vulnerabilities arising from the Client's own security practices, including inadequate access controls, compromised credentials, or failure to apply security updates.
- Beta versions — features, connectors, or components that are explicitly designated as beta, preview, or experimental at the time of release.
- Payment delays exceeding 45 days — Technical Support may be suspended for accounts where outstanding invoices remain unpaid for more than 45 days from the due date.