Support Policy

Effective Date: February 6, 2026

1. Scope of Support

This Support Policy describes the support services provided for the CartNXS platform (“Service”) operated by Allure Tech LLC (“CartNXS,” “we,” “us,” or “our”). This Policy applies to all Customers unless otherwise agreed in writing. Support is intended to assist Customers with general usage of the Service and issues related to platform availability and connectivity.

2. Support Model

CartNXS provides best-effort support by default. Support is provided with commercially reasonable efforts and without any guaranteed response or resolution times unless explicitly stated in a separate Service Level Agreement (SLA) or enterprise agreement.

3. Support Channels

Support may be provided through one or more channels as determined by CartNXS, including email-based or ticket-based support and enterprise communication channels such as shared Slack or similar tools where agreed. The availability and format of support channels may change over time.

4. Support Availability

Support is provided during standard business hours unless otherwise agreed in writing. CartNXS does not provide 24×7, on-call, or emergency support unless expressly defined in an SLA or enterprise agreement.

5. What Support Includes

Subject to availability, CartNXS may provide assistance with platform access or availability issues, connectivity or integration-level issues related to the Service, clarification of documented features and functionality, and investigation of suspected defects in the core Service.

6. Support Exclusions

Support does not include inspection, handling, recovery, or analysis of customer data payloads; debugging, fixing, or managing third-party platforms, APIs, or services; custom workflow design, optimization, or business logic consulting; performance tuning, architectural reviews, or system design advice; or data reconciliation, correction, or restoration. Requests outside standard support scope may require a separate professional services engagement.

7. Third-Party Dependencies

The Service depends on third-party platforms and services not controlled by CartNXS. Issues caused by third-party outages, API changes, performance degradation, or service limitations are supported on a best-effort basis only. CartNXS does not assume responsibility for failures originating from third-party systems.

8. Incident Handling

CartNXS may investigate reported incidents affecting the Service. Communication regarding incidents will be handled reasonably and in good faith. No formal incident classification, notification timeline, or resolution commitment applies unless defined in an SLA or enterprise agreement.

9. Suspension or Limitation of Support

CartNXS may suspend or limit support if fees are overdue, use of the Service violates the Terms of Service, or continued support presents security, legal, or operational risk.

10. SLA and Enterprise Agreement Override

If a Service Level Agreement (SLA), Master Services Agreement (MSA), Statement of Work (SOW), or other enterprise agreement is executed between CartNXS and the Customer, the support commitments defined in that agreement shall override and supersede this Support Policy in all cases.

11. Changes to This Policy

CartNXS may update this Support Policy from time to time. Continued use of the Service after updates become effective constitutes acceptance of the revised Policy.

12. Contact

Support requests may be submitted to support@cartnxs.com.