Support Policy

1. Scope

This policy applies to licensed users of OSPHERIX Photobooth and OSPHERIX 360 Platform purchased via ospherix.com. Support covers issues directly related to the installation, configuration, licensing, and documented features of these applications on supported Windows operating systems.

OSPHERIX.

2. What support covers

• Installation and first-run setup on supported Windows versions.
• License activation, renewal, and offline validation issues.
• Camera detection and connectivity for supported camera models (Canon, Nikon, Sony DSLRs; GoPro for 360 Platform).
• Template configuration, print layout setup, and gallery/QR display.
• Bug reports for documented application behaviour.
• Questions about documented features described in the user manual.

3. What support does not cover

• Custom development, feature additions, or modifications outside the standard product scope.
• Third-party hardware not listed in the documented compatibility list.
• Operating system issues, driver problems, or network infrastructure outside the application.
• Issues resulting from use of the software in a way not described in the user manual.
• Demo/trial licenses used beyond their intended evaluation purpose.
• Requests from users who have not purchased a valid license.

4. Best-effort basis — no SLA guarantee

Support is provided on a best-effort basis. OSPHERIX endeavours to respond to support tickets during normal business hours (Monday–Friday, Eastern European Time), but does not guarantee a specific response time or resolution time. Response times may vary depending on ticket volume and issue complexity.

This policy does not constitute a service level agreement (SLA). Submission of a support ticket does not guarantee a resolution or a response by any particular time. OSPHERIX's obligation is one of reasonable effort, not of result.

5. How to submit a support request

The primary support channel is the Support Center form at ospherix.com/support.html. You may also reach us by email at sales@ospherix.com or via WhatsApp for urgent matters.

When submitting a ticket, include: your name, email, product name, application version, a description of the issue, and any relevant error messages. Incomplete requests may result in a delayed or no response.

6. Support language

Support is available in Romanian and English.

7. Limitation of liability

To the maximum extent permitted by applicable law, OSPHERIX shall not be liable for any loss or damage arising from the inability to receive timely support or from the failure to resolve a reported issue within a particular timeframe.

8. Changes to this policy

OSPHERIX may update this policy at any time. The updated version will be published at this URL with a revised "Last updated" date.