SUPPORT POLICY

1. Support Access

Only Domotz Users may access Domotz support. A Domotz User is identified by the email address associated with an active User in the Domotz product.

2. Support Channels

Support is available through the following channels with the related response times:

3. Standard Support Hours

Standard support hours are 07:00-23:59 GMT, Monday-Friday. During bank holidays in Europe and North America, support may be reduced or unavailable.

4. Scope of Support

5. Customer Responsibilities

When accessing Support, the following are required:

• For account security purposes, you must email from an email address which is an active User in your Domotz tenant. Emails coming from any other email address may result in delays in response or non-response.
• Please include the site name you require assistance with. If you are having issues with a specific device, please include the IP address for that device.
• Please thoroughly describe the issue, including screenshots and/or screen recordings as appropriate. This will assist our team in resolving your issue quickly.
• Depending on the nature of your issue, you may be required to enable Support Access in your Domotz instance. Instructions on how to do this are located here: https://help.domotz.com/tips-tricks/sharing-your-domotz-collector-with-domotz-support/.
• Always follow security best practices when requesting support. Adhere to cybersecurity best practices by maintaining secure passwords, protecting sensitive data, and refraining from sharing passwords, secrets, or sensitive authentication credentials with Domotz Support personnel.

6. Privacy and Data Protection

Please refer to Domotz Privacy Policy at: https://www.domotz.com/product-privacy-policy.php.

7. Policy Updates

This policy may be updated at any time at Domotz sole and exclusive discretion.

Last Updated: March 4, 2025