1. Service availability
ReoSoft aims to provide reliable access to Mercato. Specific uptime commitments, service credits, support hours and escalation paths are stated in the applicable order form or paid subscription agreement; this policy does not itself promise a particular uptime percentage.
Trial workspaces and beta features may be provided without formal uptime commitments unless agreed in writing.
2. Support scope
- Assistance with platform access, standard configuration, defects and usage questions.
- Implementation, data migration, integrations, custom reports and training may require a separate paid scope.
- Support requests should include clear steps, screenshots, user details, the affected records (for example the lease, retailer or property) and the urgency.
- Support is provided in English and Arabic.
3. Incidents and communication
When a service-wide incident is detected or reported, ReoSoft investigates, works to restore service and keeps affected customers informed of progress. Where a personal data breach is involved, the notification terms of the data processing agreement apply. Response targets, if any, are set out in the customer's order form.
4. Maintenance and updates
ReoSoft may perform planned or emergency maintenance to improve reliability, security, performance or functionality. Where practical, planned maintenance is scheduled to reduce the impact on operations, for example outside mall trading and collection peaks, and notified in advance. Emergency maintenance for a security or stability issue may be carried out without notice.
5. Exclusions
Availability calculations and support commitments normally exclude:
- customer network or device issues;
- outages of third parties outside ReoSoft's control, including connected messaging, payment or identity services;
- force majeure events;
- misuse, or use in breach of the acceptable use policy;
- unsupported customisations and customer-side configuration mistakes;
- scheduled maintenance.
6. Contact
Contact support at info@reosoft.ai. Commercial terms of a subscription are in our terms.
Effective 22 October 2026. This policy covers Mercato.