Miter's Customer Support & Abuse Policy

Customer Rights and Responsibilities

The Miter Support team is a group of skilled professionals committed to providing expert, empathetic, and responsive support to our customers during our support business hours.

We also strongly believe that you should be empowered to shape your experience with Miter. Toward that end, we want to make clear what your rights and responsibilities are as a Miter Customer.

You have the right to:

• Submit a ticket or live support request and receive a response in a timely manner.
• Receive resolutions to bugs and outages according to our established SLAs.
• Escalate your issues and concerns to the appropriate team if you feel they are not being adequately addressed by the Miter Support team.
• Share feedback about Miter as a product and about your support experience with the Miter team.
• Be treated with care and respect at all times.

Likewise, you also have a responsibility to:

• Treat Miter employees with care and respect at all times.
• Work with Miter to help us resolve your issues, concerns, and frustrations in a productive manner.

Abuse Policy

Miter has an abuse policy to facilitate productive conversations between customers and Miter employees, and prevent behavior that is detrimental or dangerous to customers, Miter, or Miter employees.

Miter’s abuse policy prohibits:

• Sexual harassment of any kind.
• Yelling at, cursing at, name-calling, or otherwise directing verbal abuse toward Miter employees for any reason.
• Threats against Miter or Miter employees.
• Refusal to discuss productive solutions to customer frustrations with Miter or to deescalate interactions with Miter employees.

Depending on severity, violations of our abuse policy may result in:

• Verbal warnings reminding you of your responsibilities when interacting with Miter employees.
• Reporting of abusive behavior to your company leadership.
• Removal from the live support program.
• Removal from Miter’s platform and services.

Miter reserves the right to define and resolve violations of our abuse policy at our sole discretion.