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Support Terms

Last Updated: June 25, 2026

  1. Scope. The purpose of support is to address defects in the Service that prevents it from performing in substantial conformance with the applicable Documentation and to provide reasonable assistance on use of the Service. A resolution to a defect may consist of a fix, workaround or other relief reasonably determined by Pawprints. The Order may specify a limit on the number of hours of support provided.

  2. Exclusions. Pawprints is not required to provide resolutions for immaterial defects or for defects arising due to modifications of the Service made by anyone other than Pawprints or its contractors. Support also does not include: (i) integration or customization of the Service; (ii) detailed advice or consulting on use of the Services; (iii) software development or technical consulting services; or (iv) training or assistance with operational or administrative functions.

  3. Support Hours and Responsibilities. Support is available during regular business hours (Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern Time, excluding Pawprints holidays). Client agrees to contact Pawprints for support requests using the contact methods communicated to Client by Pawprints from time to time. Pawprints will use commercially reasonable efforts to respond to support requests on a timely basis, based on the severity of the issue. Client will reasonably cooperate with Pawprints by providing requested information and performing reasonable tasks requested by Pawprints when dealing with support issues.

  4. Access to Client Account. Client acknowledges and agrees that Pawprints may access Client’s account, Client Data and the Service as needed to investigate and address support, performance, security, and operational issues affecting the Service.

  5. Use of AI Chat and Text Messaging.

(a) Pawprints may use artificial intelligence, machine learning, and/or automated chatbot technology ("AI Support Tools") to assist in delivering support services under these Support Terms. Client acknowledges that these AI Support Tools are non-human and may produce inaccurate or incomplete outputs. Pawprints will use reasonable efforts to provide AI Support Tools that are helpful. Client agrees to limit the input of personal data and avoid the entry of sensitive data into AI Support tools. Input into AI Support Tools is not used to train any AI models. Client consents to the use of AI Support Tools in connection with delivering support, including the processing of Client Data in connection with the support request as necessary to operate the AI Support Tools. Client may opt out of use of AI Support Tools upon written notice to Pawprints.

(b) Pawprints may offer support communications and notifications via SMS and/or other text messaging channels ("Texting Services"). By providing one or more mobile telephone numbers to Pawprints, Client expressly consents, on behalf of itself and its authorized users, to receive support-related text messages from Pawprints, including via automated and non-automated messaging technology, at the mobile number(s) provided. Client is responsible for all fees and costs associated with its mobile devices and phone services arising from Texting Services. Client may opt out of Texting Services upon written notice to Pawprints.

  1. Updates. Pawprints shall, at Pawprints’ discretion, make available updates to the Service from time to time.

Support Terms — Pawprints