Technical and Consulting Support Policy

Proctor Inc. (hereinafter referred to as the "Rights Holder") is obligated to provide the authorized representative of the Organization with technical and consulting assistance in the use of ProctorEdu (hereinafter referred to as the "Program") in accordance with the rules described in this document.

The Rights Holder provides technical and consulting support by:

• consultation on setting up and using the Program, if such information is not included in the instructions for users of the Program;
• consultation during the diagnosis of the Program errors;
• development of decisions on elimination of the detected errors in the Program;
• consultation of the authorized representative of the Organization during the performance of works aimed at elimination of the detected errors in the Program;
• troubleshooting of the detected errors in the Program.

The Rights Holder reserves the right not to comply with the Rules if the Organization:

• overdue payment under the agreement with the Rights Holder;
• uses the Program as part of a free rating plan;
• intentionally attempts to disrupt the operation of the Program;
• does not follow the incident registration steps described in the "Incident Registration" section of this document.

The Rights Holder reserves the right to change and supplement the Rules for providing technical and informational support.

Incident Registration
If your Organization is having trouble working with the Program, follow these steps:

• read the instructions for users of the Program and search for a solution in the FAQ (instructions are published on our website https://proctoredu.com/docs);
• make sure that the device from which you are accessing the Program has Internet access;
• make sure that you are using the browser recommended in the instructions;
• try replicating the problem in a different browser or on a different computer;
• report a problem in one of the following ways: by email or through the service desk.

Each request will be registered by a specialist of the Rights Holder's support service and will be considered within 24 hours (except for weekends). When contacting the Rights Holder's technical support service, the Organization's authorized specialist should:

• provide information about the detected problem (the proctoring server address, description of the problem, time of detection, session data and user ID; provide a screenshot showing the problem);
• provide any additional materials needed to resolve the incident that may be requested by the technical support engineer.

If the reporter does not provide the information necessary to resolve the incident, the Rights Holder's support specialist may suspend the request until the requested information is received. In the event of critical faults that lead to the inability to operate the system, the Rights Holder's technical specialist will provide a solution within 8 working hours from the time of the request. The solution may consist in:

• sending requested information about the system operation;
• notifying a solution to the issue described in the request;
• sending a list of measures and a schedule for resolving the issue.

Support hours: 08:00 - 16:00 UTC on weekdays.

Preventive Work
The Rights Holder reserves the right to perform preventive maintenance on the service that may make it inaccessible (or partially inaccessible) to the Organization.
The Rights Holder agrees to notify the Organization of such work at least 1 week in advance.
The Rights Holder agrees not to schedule preventive work between 08:00 and 16:00 UTC.
The Rights Holder agrees not to organize preventive work lasting more than four hours.

Clarification of Terms Used in the Document
Organization – a legal entity that has signed an agreement with the copyright Holder providing for the use of the Program.
An incident – any problem that prevents an Organization from using the functionality of the Program.