Basic Support Services Policy (BSSP)

SOFTWARE PRODUCT: Cyber Intel Classification Banner (CICB)
Service Name: Cyber Intel Systems – Basic Support Services (BSS)
Service Provider: ARKSOFT INC DBA Cyber Intel Systems (hereinafter referred to as “CIS”)
Scope of Coverage: Cyber Intel Classification Banner (CICB) software and related services
Updated: 01/30/2025
Version: 1.00

1. Service Overview

  1. CIS provides basic support services related to the SOFTWARE PRODUCT. The use of such basic support services is governed by the CIS policies and programs described in “online” documentation, and/or in other CIS-provided materials.
  2. CIS provides basic support services to assist users in resolving issues and optimizing the performance of their software. This policy applies to customers who have purchased our SOFTWARE PRODUCT.

2. Scope of Services

2.1 Included Services

  1. Installation Assistance: Help with installing, configuring, and activating the SOFTWARE PRODUCT remotely.
  2. Troubleshooting: Diagnose and resolve issues encountered during the use of the SOFTWARE PRODUCT remotely.
  3. Usage Guidance: Answer user queries related to software functionality.

2.2 Excluded Services

  1. Anything else not covered in section 2.1.

3. Service Fees

3.1 Pricing

  1. Free of charge

3.2 Payment Terms

  1. N/A

4. Service Request Process

Users can submit support requests through the following channels:

  1. Email: info+tss@cyberintelsystems.com
  2. Online Support System: https://support.cyberintelsystems.com

Required Information:

  1. User registration details (e.g., License ID, Server ID).
  2. A detailed description of the issue, including any relevant logs or screenshots.

5. Service Availability

  1. Standard Support Hours: Monday to Friday, 9:00 AM to 6:00 PM (PST).
  2. After-Hours Support: None

6. Customer Responsibilities

To ensure the smooth provision of technical support services, users must:

  1. Provide accurate and detailed information about their software environment and issues encountered.
  2. Cooperate with CIS technical personnel by granting necessary access to systems (e.g., remote access or test environments).
  3. Back up critical data before engaging support services. CIS is not responsible for data loss.

7. Service Limitations

  1. CIS will not be responsible for issues caused by software modifications, misuse, or failure to adhere to the SOFTWARE PRODUCT’s usage guidelines.
  2. Support services are only available to users with valid licenses. CIS reserves the right to deny support for unlicensed or unauthorized software.

8. Disclaimer

CIS provides technical support services “as is” and does not guarantee any specific outcomes. CIS disclaims all warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement. CIS shall not be liable for any indirect, incidental, or consequential damages arising from the use of these services.

9. Termination of Service

CIS reserves the right to terminate support services if:

  1. The user breaches this agreement.
  2. Unauthorized software or licenses are detected.

10. Governing Law

This agreement is governed by the laws of the State of Washington, USA. Any disputes shall be resolved in the courts located in Washington State.

11. Contact Information

If you have questions regarding this agreement or the technical support services, please contact:

  1. info+tss@cyberintelsystems.com
  2. https://support.cyberintelsystems.com