NINJIO, LLC

SUPPORT TERMS AND CONDITIONS
UPDATED 9/10/25

NINJIO Support — What’s Included with Your Subscription

 This Addendum forms part of your Terms & Conditions and governs Support Services. 

What we provide (included)

• How-to guidance for features, access, and platform functionality
• Setup recommendations and standard configuration best practices
• Knowledge sharing (FAQs, guides, docs)
• Issue escalation to NINJIO engineering for platform defects or outages
• With Managed Services (if purchased): administration of campaigns, users, templates, and employee engagement
  

What you own (your responsibilities)

• First-line support for your end users
• Your internal IT configuration (e.g. allowlisting, endpoints, messaging services, security tools)
• Managing your integrations on other platforms (e.g., SCIM, Google Sync, Slack, API)
• Monitoring and acting on phish-report emails
• Implementing changes/configurations recommended by NINJIO
  

Note: NINJIO is not liable for issues arising from the Customer’s failure to fulfill these responsibilities.

What’s not included (examples)

• Content customization (end user messaging, localization, branding)
• Authoring custom phish templates and landing pages
• Consulting (organizational change management, security program design)
• Hands-on work in your infrastructure outside the NINJIO platform
• Non-standard or custom configurations beyond NINJIO’s platform UI
  

Determinations of scope are at NINJIO’s discretion. If needed, we can refer you to partners or scope these via a billable Statement of Work.

Managed services and expanded support services

If you need help beyond standard support - including ongoing platform administration or out-of-scope work - NINJIO can help. Ask about Managed Services to offload day-to-day operations, or a Statement of Work (SOW) for one-time or recurring custom projects.

Additional information

• NINJIO provides only standard configuration guidance for integrations and is not responsible for the performance, security, or issues caused by third-party systems or services.
• NINJIO Support Services and the NINJIO platform are provided on an “as-is” and “as-available” basis, and we do not guarantee uninterrupted, error-free, or always-available services, especially for issues beyond our reasonable control such as internet outages, third-party failures, or security incidents
• NINJIO may update these Support Services with 30 days’ notice. Continued use of services constitutes acceptance of such updates.