We provide support to authorized client and partner contacts. We do not provide support directly to guests, consumers, or other end-users of our clients’ networks or services.

Support is provided in English. We do not guarantee support in other languages, although we may use translation tools on a best-effort basis. The client is responsible for using appropriate translation tools or providing a qualified translator when needed.

Submitting a ticket, email, voicemail, or website request does not guarantee an immediate response. Requests are subject to the response targets below. Additional fees may apply for phone, after-hours, extended, or out-of-scope support.

·   Issues accessing or using GoZone platforms, services, or applications.

·   Assistance with the operation and configuration of GoZone platforms.

·   Basic guidance regarding third-party hardware or software integrations used with GoZone services.

·   Troubleshooting and replacement support for GoZone-managed hardware.

·   Best-effort troubleshooting assistance related to the operation of GoZone services.

Hardware manufacturers frequently change firmware, controllers, cloud management portals, interfaces, and features. Information in our integration documentation, knowledge base articles, screenshots, and examples may become outdated and should be used only as general reference material.

GoZone may provide limited troubleshooting assistance related to third-party hardware and network infrastructure when it directly impacts the operation of GoZone services. However, GoZone does not configure, manage, administer, monitor, or maintain customer-owned or third-party hardware, software, networks, firewalls, switches, routers, wireless controllers, access points, DNS services, authentication systems, cloud management portals, or other infrastructure.

Any guidance provided by GoZone is offered as a courtesy and should be reviewed and implemented by the customer’s authorized IT personnel. We strongly recommend that customers maintain active support agreements with their hardware manufacturers, managed service providers, system integrators, or other qualified IT support resources.

Under no circumstances will GoZone personnel make configuration changes to customer-owned, customer-managed, third-party, or manufacturer-managed hardware, software, networks, cloud management portals, or infrastructure.

This includes, but is not limited to:

·   Wireless access points and wireless controllers

·   Firewalls, routers, switches, and security appliances

·   DNS, DHCP, VLAN, and ISP configurations

·   Authentication systems and cloud management platforms

·   Third-party hardware and software platforms

When necessary, GoZone may participate in a screen-sharing session with a customer’s authorized IT representative to review configurations, validate GoZone-related settings, and help identify potential causes of a reported issue. Any recommendations provided by GoZone are advisory only and must be reviewed, approved, and implemented by the customer’s authorized personnel or IT service provider.

The customer assumes full responsibility for all configuration changes made to its systems, including changes discussed or recommended during a support interaction. GoZone is not responsible for service interruptions, performance degradation, network outages, security incidents, data loss, business disruption, or other issues resulting from customer-implemented configuration changes.

Customers are strongly encouraged to maintain access to qualified IT personnel and active support agreements with applicable hardware and software manufacturers.

We offer limited support for customizations made to editable HTML, JavaScript, CSS, splash pages, landing pages, campaigns, and similar customer-modifiable elements. We may provide suggestions, example code, or general guidance through our knowledge base and support resources. Support for customer customizations is limited and provided on a best-effort basis.

We recommend that all customizations be reviewed and implemented by a qualified developer. Sample code, screenshots, instructions, or examples provided by GoZone may become outdated and should be used only as general reference material. GoZone is not responsible for issues introduced by customer modifications or custom code.

We offer limited support for third-party software applications and services that may integrate with GoZone platforms. Because third-party vendors control their products, APIs, features, security requirements, availability, and functionality, GoZone cannot guarantee the continued operation, compatibility, availability, or performance of any third-party integration.

We will use commercially reasonable efforts to help troubleshoot published integrations and address identified compatibility issues. However, we cannot guarantee a resolution, a timeframe for a fix, or that a fix will be available. Third-party integrations may be modified, deprecated, or discontinued by the third-party provider or GoZone at any time. Related documentation and screenshots may become outdated and are provided only as general reference material.

If GoZone supplied managed hardware as part of the service and our Support Team determines that it is defective, we will generally ship a replacement within one (1) business day. GoZone may provide a return shipping label for the defective hardware. Customers receiving replacement GoZone-managed hardware must return the defective hardware within thirty (30) days. If the defective hardware is not returned within that period, the customer’s account may be charged the full replacement cost.

We strive to respond as quickly as possible and prioritize requests based on urgency, business impact, and available resources. Unless expressly stated in a separate written Support Agreement, Master Services Agreement, or Service Level Agreement, all response times are targets only and are not guaranteed. Resolution times vary based on the nature, complexity, dependencies, and circumstances of the reported issue.

Ticket and Email Support

Our goal is to respond to ticket and email requests within one (1) business day of receipt.

Phone Support

If a Support Team member is available during normal business hours, we will make reasonable efforts to assist immediately. If all team members are assisting other customers and a voicemail is left, our goal is to return the call within one (1) business day.

Emergency after-hours support may be available for an additional fee for requests made outside normal business hours. By selecting the emergency after-hours support option through our phone system, the customer authorizes GoZone to return the call, provide support under this Policy, track the time spent, and charge the customer’s account at GoZone’s then-current support rate. Charges will generally be applied on the next business day. Availability and resolution are not guaranteed.

When a Support Team representative determines that screen sharing is necessary or more efficient, GoZone may use remote screen-sharing software to assist with troubleshooting. Screen-sharing sessions are for observation, review, guidance, and troubleshooting only.

GoZone personnel will not independently access administrative systems, take control of customer-owned or customer-managed equipment, or perform configuration changes on behalf of the customer. The customer’s authorized representative must remain present and is solely responsible for performing, approving, testing, and, if necessary, reversing any changes.

Customers should remove, hide, or restrict access to confidential, regulated, financial, personally identifiable, or otherwise sensitive information before beginning a screen-sharing session.

To help GoZone provide effective support, customers are responsible for:

·   Maintaining administrative access to applicable systems and equipment.

·   Maintaining current backups of system configurations and data.

·   Maintaining active vendor and manufacturer support contracts where appropriate.

·   Providing qualified technical contacts when network, hardware, or third-party troubleshooting is required.

·   Testing and validating configuration changes before deploying them to production environments.

·   Maintaining current firmware, software, and security updates as recommended by applicable manufacturers and vendors.

·   Providing complete and accurate information about reported issues and the affected environment.

GoZone may be unable to diagnose or resolve issues when the customer does not have appropriate administrative access, current documentation, vendor support, or qualified IT resources available.

Unless the customer has a separate written support agreement with GoZone, GoZone reserves the right to charge for support, consulting, troubleshooting, and professional service requests that fall outside standard support scope or normal support hours. Billable requests may include professional services, data analysis, custom reports, extended troubleshooting, third-party hardware or software investigations, marketing or business consulting, training, and project-related services.

Unless otherwise quoted or agreed in writing, billable support and professional service time will be tracked and charged in half-hour increments. Payment of a support or professional service fee does not guarantee a resolution.

Requests for custom development require a paid discovery and estimation process. If a customer elects to request a paid feature, GoZone will issue a $500 invoice and provide a Statement of Work questionnaire or similar requirements document. The fee covers research and estimation and is nonrefundable, even if the request cannot be completed.

Not all requests can be developed. An estimate will generally take two (2) to four (4) weeks after GoZone receives the completed requirements document, but timing is not guaranteed. The estimate will state whether the request can be fulfilled, the anticipated scope and timing, and any additional cost. If the project proceeds, the initial $500 fee will be credited toward the final development invoice. The final invoice must be paid before development begins. No feature request is accepted or scheduled until GoZone provides and both parties approve the applicable written estimate or Statement of Work.

GoZone, its hosting providers, and its vendors periodically upgrade, update, patch, and maintain the platforms, services, and infrastructure on which they rely. When GoZone controls the timing, we will use commercially reasonable efforts to minimize disruption and schedule planned platform updates during off-peak periods, commonly early mornings on Tuesdays, Wednesdays, or Thursdays in Eastern Time. GoZone may deploy critical patches, security updates, or bug fixes at any time when reasonably necessary.

GoZone offers one-time professional services and recurring managed support services. Depending on the agreement purchased, services may include business consulting, marketing consulting, sales support, platform training, and one-on-one technical guidance.

Permitted Uses of Support Agreement Hours

Support Agreement hours may be used for phone calls, screen sharing, extensive email or text communication, and associated deliverables, including:

·   Consultative technical support

·   Consultative business development

·   Sales and marketing support

·   Scenario-specific platform support

·   Splash page design assistance

·   Campaign creative assistance and consulting

·   Platform or product training

·   Custom development Statements of Work

·   Strategic consultations

A paid Support Agreement provides priority ticket handling over non-paid support, but does not guarantee a response or resolution time unless the agreement expressly states otherwise. After-hours and emergency support remain subject to separate fees under this Policy.

Hours are used in minimum quarter-hour increments. Unused hours do not carry over to the following month unless a separate written agreement states otherwise. Creative and other support requests are processed in the order received, subject to priority and available resources. Delivery timelines are not guaranteed. Customers with a fixed deadline should contact GoZone sufficiently in advance so resources can be evaluated and scheduled.

Support services are provided on a commercially reasonable, best-effort basis. Except where prohibited by law or expressly stated in a separate written agreement, GoZone makes no guarantee, representation, warranty, or service commitment regarding the availability, outcome, success, or resolution of any support request.

To the maximum extent permitted by applicable law and subject to any controlling written agreement between the parties, GoZone will not be liable for indirect, incidental, consequential, special, exemplary, or punitive damages arising from support services, troubleshooting guidance, customer-implemented changes, third-party hardware or software, customer network infrastructure, downtime, service interruptions, data loss, security incidents, or business disruption. Nothing in this Policy expands GoZone’s liability beyond the limitations contained in the applicable customer agreement.

GoZone may update this Policy from time to time. When changes are made, GoZone will update the effective date and post the revised Policy at https://www.gozonewifi.com/policies/support. Continued use of the Services after the revised Policy is posted constitutes acceptance of the changes, subject to the terms of the applicable customer agreement and applicable law.

Questions about this Policy may be sent to support <at> gozonewifi.com or mailed to:

GoZone WiFi LLC
PO Box 12275
St. Petersburg, FL 33733

Last Updated: August 20, 2026