Support Ticket

Terms and Conditions

These Product Specific Terms and Conditions (“Terms”) govern the use of the Smart Solutions Debt Review service provided by ThreeSixty.me operated by CreditSmart Financial Services (Pty) Ltd. By lodging this inquiry, you agree to comply with these Terms.

 

1. Introduction

   1. These Support Ticket Terms and Conditions (“Terms”) govern the use of support services provided by ThreeSixty.me (“Platform”) in relation to the services provided by the platform.

   2. By submitting a support ticket, you agree to comply with these Terms.

2. Scope of Support

   1. ThreeSixty.me agrees to provide technical support to address issues related to the functionality and usage of the services provided by the platform.

   2. Support will be provided during regular business hours, excluding public holidays.

   3. Support hours are as follows:

      Monday–Thursday:07:30–16:00Friday:07:30–15:00

3. Submission of Support Tickets

   1. Support requests must be submitted through the Help Centre which can be accessed on the ThreeSixty.me platform.

   2. Each support ticket must include relevant information such as the nature of the issue, any error messages received, and steps to reproduce the problem.

4. Response Time

   1. ThreeSixty.me will make reasonable efforts to respond to support tickets in a timely manner.

   2. Response times may vary depending on the severity and complexity of the issue.

   3. ThreeSixty.me will provide an estimated resolution time where possible.

   4. The general response time per ticket will be within 48 hours of the ticket being generated.

   5. Should you not receive a response within the designated time, another ticket should be logged within 5 days after the initial ticket was logged.

5. Support Limitations

   1. Support services do not include assistance with issues caused by:

      1. Modifications or alterations to the services not performed by ThreeSixty.me;

      2. Use of the services in a manner inconsistent with documentation or instructions provided by ThreeSixty.me;

      3. Third-party software or hardware not provided or approved by ThreeSixty.me; and

      4. Force majeure events or other circumstances beyond ThreeSixty.me control.

   2. ThreeSixty.me is not a credit bureau and is therefore not authorised to resolve disputes raised by user’s regarding any discrepancies in their credit reports amongst others.

   3. Any issues in relation to the scope and responsibilities of a credit bureau as per clause 5.2 can, however, be logged with the relevant credit bureau by ThreeSixty.me.

6. Resolution of Issues

   ThreeSixty.me will use reasonable efforts to resolve support issues in accordance with industry standards. However, ThreeSixty.me does not guarantee that all issues will be resolved or that the services will be error-free.

7. Confidentiality

   Any information disclosed in connection with support services, including but not limited to technical information, user data, and communications, shall be treated as confidential by both parties and shall not be disclosed to third parties without the express consent of the disclosing party.

8. Modification of Terms

   Platform reserves the right to modify or update these Terms at any time, with or without notice. It is your responsibility to review these Terms periodically for changes. Continued use of support services after any modifications indicates acceptance of the updated Terms.

9. Governing Law

   These Terms shall be governed by and construed in accordance with the laws of the Republic of South Africa.

 

By submitting a support ticket, you acknowledge that you have read, understood, and agreed to these Terms. If you do not agree with any part of these Terms, do not submit a support ticket.