Vivin app lda. ("VIVIN", the "Licensor", "we", "us" or "our") provides technical support for the VIVIN Rental Property Management software (the "Software") under this Support Policy. It applies to every Licensee under the Terms of Use, unless the Specific Conditions provide otherwise.

1. Support Channel

The official support channel is the Help & Support area of the Software, where you open a ticket and follow its progress.

If you cannot use the Software, for example because you cannot sign in or the application does not load, write to [email protected].

The times in this policy count from the moment a request reaches one of these channels.

2. Support Hours

Support is provided on business days, Monday to Friday, from 9:00 to 18:00 Lisbon time, excluding Portuguese national public holidays (the "support hours").

Requests received outside support hours are handled from the start of the next support hours, and their response times count from then. Outside support hours, Critical issues are handled on a best-effort basis, with no response time commitment for that period.

3. How to Report an Issue

To help us analyse an issue quickly, include in your ticket:

the account and the user affected;
the steps that reproduce the problem, what you expected to happen and what happened instead, including any error message;
screenshots or a screen recording, where possible;
the booking, unit, property or tenant affected, where applicable;
when the problem started and whether it affects one user or several.

We may ask you for further information. If we cannot reproduce or confirm the issue, we will tell you.

4. Issues, Questions and Development Requests

Issues are errors whereby the Software does not operate in accordance with the features available at the date of the request.

Requests for new features or changes to existing features are not issues: they are handled as development requests (section 7). Questions about how to use existing features are answered through the same channel, as soon as possible, without a committed response time.

5. Severity and Response Times

Each issue is given a severity, which sets its response times:

Severity	Definition	First response	Correction
Critical	Prevents an essential operation, with no workaround	4 business hours	Top priority: a fix or a workaround
High	Affects a relevant feature; a workaround exists	1 business day	5 business days (indicative)
Normal	No relevant impact on operations	2 business days	A future release

VIVIN classifies the severity of each issue. In Help & Support, Critical corresponds to priority P0, High to P1 and Normal to P2; P3 is for questions and development requests. The priority you choose when you open a ticket is taken into account, but VIVIN may revise it.
Times are counted within support hours only.
The first response is a reply from our team, not an automatic acknowledgement, confirming that the issue is being analysed or asking for the information we need.
First response times are targets we commit to meet using commercially reasonable efforts. Correction times are indicative and may be affected by third-party dependencies, such as Channex, EasyPay or the listing portals.
When a change made by a third-party service affects a VIVIN integration, we adapt the integration, but the correction times above do not apply to that adaptation.
For a Critical or High issue we may first provide a workaround and deliver the definitive fix in a later release.

6. Updates While an Issue Is Open

While an issue is open, we post updates in its ticket:

Critical: at least once per business day, until the issue is fixed or a workaround is in place, after which the High cadence applies;
High: at least every three business days;
Normal: whenever its status changes.

7. Development Requests

You can submit requests for new features or changes to existing features through Help & Support, as a P3 ticket. We assess every request, and the ones we accept may be included in our development plan. The decision to implement them and the timing thereof are at VIVIN's sole discretion.

Development specific to your organisation is only carried out upon a proposal and written acceptance of a separate quote.

8. Outside the Scope of Support

Support does not cover:

training beyond onboarding;
setting up or configuring third-party tools and services, such as your accounts with listing portals, payment providers, invoicing software or smart locks;
problems in the third-party services themselves, such as an outage of a listing portal or a payment provider;
correcting data that you or your users entered, imported or configured in the Software, although we can show you how to correct it;
problems with your equipment, browser, network or internet connection.

9. Changes to This Policy

We may update this Support Policy by notifying you of the changes. Such changes shall not reduce the support levels applicable during the current contractual period. The date of the latest version is shown at the top of this page.

This policy is available in several languages. In the event of any discrepancy between the versions, the Portuguese version shall prevail.

10. Contact

For questions about this policy, or if you cannot use the Software (section 1):

Vivin app lda.
Avenida Francisco Sá Carneiro 92
7000‑757 Évora, Portugal
Email: [email protected]