SERVICE POLICY

Last Updated: 18.06.2025

This policy outlines the scope, quality, and mutual responsibilities related to the software, platform, support, and digital consultancy services provided by Acedigate (“Acedigate”).

Scope of Services

The primary service categories provided by Acedigate include:

Cloud-based software and subscription systems
Enterprise software development and integration solutions
UI/UX design services and digital identity consultancy
Technical support, updates, and maintenance services
Custom software projects tailored for B2B business models

Each service is delivered according to the scope defined in the relevant proposal, contract, or registration process.

Service Continuity and Quality Standards

Acedigate ensures maximum service availability (99.5% uptime target), system stability, and data security.
Infrastructure is regularly tested, updated, and optimized for performance.
Service levels (SLAs) may be defined separately for corporate clients through custom agreements.

Support and Technical Assistance

Standard support is available on weekdays during 10:00AM - 5:00PM.
Support requests may be submitted via Email or through the customer panel.
Priority intervention procedures are in place for critical situations.
On-site or online consultancy services may be provided for corporate clients.

Software and Licensing Terms

All software products and modules may only be used within the user and duration limits stated in the licensing agreement.
Unauthorized use, duplication, or distribution may result in legal consequences.
Software updates may be provided free of charge to active users (depending on the service package).

Release Management and Updates

Services are continuously improved and enhanced. Major version releases will be announced in advance.
New modules and features may be included in the current package or offered as paid upgrades.
Users will be informed of any changes via email and in-panel notifications.

Disclaimer of Liability

Acedigate is not liable for indirect damages, data loss, or service interruptions beyond the limits defined in the user agreement.
Compatibility issues arising from third-party system integrations are resolved in collaboration with relevant parties.

Third-Party Software and Integration Fees

For projects developed by Acedigate, any integration involving external third-party software, systems, APIs, or service providers may incur additional fees. These licensing, usage, setup, or integration costs are not covered by Acedigate.
All required API access fees, technical support charges, or subscription expenses associated with such platforms are solely the responsibility of the client.
Acedigate shall not be held liable for any pricing changes, access restrictions, or service limitations imposed by third-party providers.

Feedback and Development

User feedback is highly valued and contributes directly to our quality processes.
Requested new features may be incorporated into the development roadmap based on user demand and technical feasibility.