Support and Maintenance Services Description

Subject to Customer’s payment of all applicable Maintenance Fees, Martineau shall provide support as follows:

Upon Customer’s report of an issue submitted via email to, Martineau will acknowledge the request within 24 hours, create a support ticket, and will propose to Customer time slots to perform a remote problem diagnostic using Google Meet. Customer shall provide all reasonable assistance to facilitate the remote diagnostic.

Once the diagnostic has been completed:

Martineau’s obligations hereunder will not apply, and Martineau shall have no obligation to provide support for issues that are attributable to (a) non-Martineau infrastructure or Internet connectivity problems, (b) any Customer equipment, (c) Customer’s failure to follow, implement, or maintain the requirements set forth at:, or (d) a Force Majeure condition as described in Section 11.9 of the Terms.