ActiveSystemActiveSystem

Customer Support Portal Terms

This is a reference translation. If there is any inconsistency, the Korean version prevails. View the Korean original

Version
1.0
Effective date
2026-10-20

Article 1 (Purpose)

These Terms set out the conditions under which customers, and the users that customers designate, use the Customer Support Portal operated by ActiveSystem Co., Ltd. (the “Company”) at https://support.activesys.io (the “Portal”).

Article 2 (Primary Agreement Prevails)

  1. The Portal is a means of performing the license, maintenance and other agreements between the Company and a customer (the “Primary Agreement”), and these Terms set the conditions for using it.
  2. If these Terms differ from the Primary Agreement, the Primary Agreement prevails.

Article 3 (Definitions)

  1. “Customer” means a legal entity or organization that has entered into a Primary Agreement with the Company.
  2. “Designated User” means an employee of a customer for whom the Company or the customer’s administrator has issued a Portal account at the customer’s request.
  3. “Account” means the identification information and authentication means (a password and a one-time password) that a Designated User uses to sign in to the Portal.
  4. “Service Request” means an inquiry, incident report or enhancement request (SR/ER) that a Designated User submits through the Portal.
  5. “Attachment” means a file uploaded with a Service Request.
  6. “License Key” and “Deliverables” mean the product usage authorization file and the product installation and update files that the Company provides to a customer under the Primary Agreement.

Article 4 (Issuing, Changing and Revoking Accounts)

  1. The Company issues accounts at the customer’s request. A Designated User with customer administrator rights may add users of the same customer within the quantity set in the Primary Agreement. The number of accounts that may be issued is set by the Primary Agreement.
  2. When an account is no longer needed, for example because a Designated User has left the customer or changed duties, the customer must promptly notify the Company or have the customer administrator disable the account.
  3. The Company may disable or revoke an account at the customer’s request or in the cases described in Article 10.

Article 5 (Account Security)

  1. A Designated User must keep the password and one-time password registration safe, and must not share or lend the account to anyone else.
  2. If an account has been misused or misuse is suspected, the Designated User and the customer must notify the Company immediately.
  3. At first sign-in the user sets a password and registers a one-time password, and the Portal can be used only after completing these steps.

Article 6 (Service Requests and Attachments)

  1. A Designated User must write the content of a Service Request accurately.
  2. Users should make an effort not to put personal information or customer business data that is not needed for handling the request in the body or attachments of a Service Request. In particular, do not upload sensitive information such as national identification numbers or health information.
  3. The Company reviews and organizes the content of a Service Request to the extent needed to handle it. AI review of Service Requests is used only where the customer has agreed in the Primary Agreement or in a separate writing, and personal information handled in that case follows the Privacy Policy. The Company’s staff confirm AI review results before using them.
  4. Attachments may be uploaded only within the formats and sizes set by the Company, and the Company may reject attachments that do not meet the format or that it judges to be executable files.

Article 7 (Data Ownership and Confidentiality)

  1. Ownership of the data that a customer enters or uploads on the Portal remains with the customer.
  2. The Company uses a customer’s data only to the extent needed to handle Service Requests, issue and announce licenses, protect security and prevent misuse, and perform legal obligations, and follows the confidentiality provisions of the Primary Agreement.

Article 8 (License Keys and Deliverables)

  1. License Keys and Deliverables may be used only within the scope set by the Primary Agreement.
  2. Customers and Designated Users must not use License Keys or Deliverables beyond the scope of the Primary Agreement or redistribute them to third parties.

Article 9 (Availability and Maintenance)

  1. The Company may perform maintenance for stable operation of the Portal, and gives advance notice of maintenance that is expected to interrupt the service.
  2. Incident response and the level of support are as set by the Primary Agreement.

Article 10 (Restriction of Use)

The Company suspends the use of an account and notifies the customer if a Designated User does any of the following.

  1. Acts in a way that threatens the security of the Portal or its servers
  2. Shares or misuses an account
  3. Materially breaches these Terms or the Primary Agreement

Article 11 (Limitation of Liability)

  1. The Company’s liability follows the liability provisions of the Primary Agreement.
  2. The Company is not liable when the Portal becomes unavailable because of a natural disaster or another cause beyond the Company’s control.
  3. Paragraphs 1 and 2 do not apply to losses caused by the Company’s intent or gross negligence.

Article 12 (Amendment of the Terms)

  1. When the Company amends these Terms, it notifies the customer’s contact by email of the effective date and the changes, and publishes them on the Portal and the Website.
  2. An amendment that is unfavorable to customers is notified 30 days before it takes effect.

Article 13 (Governing Law and Jurisdiction)

The governing law and jurisdiction of these Terms are the same as those of the Primary Agreement.

Addendum

These Terms take effect on the effective date shown above.