Schedule A – 42 Support

42 Support is a hosted software service that enables organisations to manage customer support activities.

Depending on the subscription, features may include:

• ticket management;
• customer communication;
• attachments;
• internal notes;
• user management;
• reporting;
• search functionality;
• integrations with third-party services.

Feature availability may vary between subscription plans.

42 Support is intended for legitimate business customer support operations.

It is not designed or certified for:

• emergency services;
• life-support systems;
• medical diagnosis;
• air traffic control;
• nuclear facilities;
• other activities where software failure could reasonably result in death, serious injury or significant environmental damage.

Customer Data may include:

• names;
• email addresses;
• telephone numbers;
• ticket content;
• support conversations;
• attachments;
• internal comments;
• metadata;
• audit information.

The Customer is responsible for ensuring that it has the legal right to process and upload such information.

Where Customer Data contains Personal Data:

• the Customer acts as Data Controller;
• 42 Scandinavia acts as Data Processor.

Processing is governed by the Data Processing Agreement.

The Customer must not knowingly use 42 Support to store or distribute:

• unlawful content;
• malicious software;
• material infringing intellectual property rights;
• spam;
• fraudulent communications;
• content prohibited by applicable law.

42 Scandinavia may suspend access where reasonably necessary to protect the Service or comply with legal obligations.

Where the Customer uses email functionality:

• the Customer remains responsible for email content;
• the Customer is responsible for complying with anti-spam legislation applicable to its activities;
• 42 Scandinavia acts solely as the provider of the software platform.

42 Support may integrate with third-party services.

Such integrations may be enabled or disabled by the Customer.

42 Scandinavia is not responsible for failures caused by third-party services outside our reasonable control.

Customers may export their available Customer Data using the export functionality provided within the Service.

Custom exports may be available as a professional service.

42 Scandinavia continuously develops 42 Support.

New features may be added.

Existing features may be improved or replaced.

Where a material reduction of core functionality is planned, Customers will normally receive at least thirty (30) days' notice unless immediate action is required for security, legal or operational reasons.

Support is provided through the support channels published on the 42 Support website.

Response times are not guaranteed unless a separate written Service Level Agreement applies.

42 Scandinavia may offer evaluation or trial accounts.

Trial Services may:

• have reduced functionality;
• contain experimental features;
• be subject to different usage limits;
• be withdrawn at any time.

Unless otherwise stated, trial accounts are provided without warranty.

From time to time, 42 Scandinavia may offer beta or preview functionality.

Beta features:

• may change without notice;
• may not be fully tested;
• should not be relied upon for business-critical operations.

Customer feedback regarding beta features is welcome.

42 Support is operated using managed cloud infrastructure provided through Lovable and its underlying infrastructure providers where applicable.

Infrastructure may evolve over time.

Current subprocessors are listed in the published Subprocessor Register.

This Product Schedule should be read together with:

• Master Terms of Service
• Privacy Policy
• Data Processing Agreement
• Security & Privacy Policy
• Data Retention & Deletion Policy
• Backup & Disaster Recovery Policy
• Subprocessor Policy