ImpurityX - SUPPORT POLICY

Effective Date: 1^st July 2025

Last Updated: 1^st July 2025

1. Introduction

This Support Policy ("Policy") governs the technical and operational support services ("Support Services") provided by ImpurityX ("we", "our", or "us") to its registered clients ("Client", "you", or "your"). By using our Support Services, you agree to the terms herein in addition to our Terms of Use, Privacy Policy, and applicable Service Agreement.

2. Scope of Support

2.1 Included Support

ImpurityX provides support for:

• Platform access issues
• Functional questions regarding products listed on the platform and related documents
• Troubleshooting system errors or bugs
• Assistance in locating or interpreting product information
• Navigation and usage guidance of the ImpurityX platform
• Clarifications on subscription plans, if any or billing-related queries

2.2 Excluded Support

Support Services do not include:

• Custom impurity synthesis or laboratory consultancy
• Regulatory submissions or legal advisory
• Third-party product integration unless expressly agreed
• On-site technical support unless contractually included
• Support for unauthorized or third-party-modified content

3. Support Tiers and Response Time

Business Hours: Monday to Friday, 10:00 – 17:00 IST (excluding public holidays)

4. Support Channels

You may contact us through:

• Email Support: support@Impurityx.com
• Ticketing System: Via your dashboard (https://www.ImpurityX.com/support_ticket)
• Phone Support: By Calling on 022 - 4450 7815 between 10:00 to 17:00 IST

5. Client Responsibilities

To ensure timely and effective support, clients are expected to:

• Maintain internet connectivity and compatible systems for platform access
• Provide clear, detailed information when raising support tickets
• Designate authorized personnel to communicate with our support team
• Use reasonable efforts to prevent unauthorized access to their account

6. Escalation Policy

If you believe your issue is not being resolved in a satisfactory or timely manner:

1. Escalate by replying to the same ticket/email with the word "ESCALATE" in the subject.
2. It will be reviewed by a Support Manager within 24 business hours.
3. If unresolved, it will be escalated to our Technical Head or Client Success Officer.

7. Service Level Agreement (SLA)

Support SLAs apply only to clients under paid plans. Free-tier clients are not guaranteed response or resolution times and receive support on a best-effort basis.

8. Termination or Suspension of Support

We reserve the right to suspend or terminate Support Services under the following conditions:

• Misuse or abuse of the support system or team
• Non-payment or violation of our Terms of Use
• Expiration or termination of your service agreement
• Requests falling outside the scope of contracted support

9. Disclaimer of Warranty

Support Services are provided “as is” and “as available”. While we strive to maintain high standards, we make no warranties, express or implied, about the accuracy, completeness, or reliability of our support responses or service uptime.

10. Limitation of Liability

Under no circumstances shall ImpurityX, its officers, or employees be liable for:

• Indirect, incidental, or consequential damages
• Loss of profits, data, or business interruption
• Delays or failures beyond our reasonable control

Our maximum liability under this Policy shall be limited to the fees paid by the client for the Support Services during the preceding three (3) months.

11. Governing Law & Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India, without regard to conflict of law provisions. All disputes shall be subject to the exclusive jurisdiction of the courts located in Mumbai, India].

12. Amendments

We may revise this Support Policy from time to time. Any changes will be communicated via email or platform notification. Use of Support Services after such changes constitutes acceptance of the revised terms. In case, you do not agree to any of the terms of this policy, you must abstain from using the platform.

Contact Information

ImpurityX - Support Department

ThirdWorld Innomart Pvt Ltd

Website: https://www.impurityx.com

Email: support@Impurityx.com

Phone: 022 4450 7815

Office Address: G-159, B Wing, Express Zone Mall, Ground Floor, Malad East, Western Express Highway, Mumbai 400097, Maharashtra, India