Terms of Service

Last updated: Jan 28, 2025

1. Mobilearth agrees to exercise care in protecting the confidentiality of our clients and any Confidential Information of their end users from unauthorized use and disclosure.

2. Mobilearth provides telephone support from 9:00 a.m. to 5:00 p.m. (Pacific Standard time), Monday through Friday, excluding statutory holidays of Canada and of the Province of British Columbia, whether in the form of an answering service or continuous telephone coverage to respond to questions on the installation and operation of the Software and to Software errors.

3. Mobilearth clients have access to helpdesk support using the dedicated email helpdesk@mobilearth.com where all issues will be triaged based on severity.

4. Mobilearth offers email support at all times, and a response within one (1) business day of receipt provided said Mobilearth employee to whom the email is address is not currently on leave, vacation or absent from work for any reason and the email has been received during normal business hours.

5. Mobilearth offers refresher training to any of our clients as part of our ongoing support. All sessions must be booked in advance and will be based on availability.

6. Mobilearth offers on-site support when requested and based on employee availability. Any on-site support will be billed at current daily development rates. Any travel expenses incurred as part of on-site support, including but not limited to air fare, hotels, meals, internet usage, taxis, and other sundry items will be billed to the client accordingly. Dates of on-site support will be mutually agreed upon by Mobilearth and client.

7. Mobilearth offers off-hours support when requested in advance for server specific tasks. Off-hours support is at the discretion of Mobilearth and is not guaranteed. Any off hours support will be billed at current development rates.

8. While Mobilearth may have interfaces to various third parties at the behest of their clients, Mobilearth is not responsible for providing support for any software or systems other than their own. Mobilearth will not be held responsible for third party systems failing to connect or failing process requests.