Customer Care

Customer Care & Support

MarketXpert is delivered as a professional AI software solution with packages customized to each customer’s requirements.
Support helps you onboard, configure, and operate your MarketXpert setup reliably.

Support channels

• Support email: support@uvt.bg

• Sales / packages: marketx@uvt.bg

• Security reports: security@uvt.bg

Support hours

Support is provided during business days (Mon–Fri), [09:00–17:00] in GMT+2, excluding public holidays.
24/7 emergency support is available in selected packages.

What support covers

Depending on your package, support may include:

• Onboarding and configuration guidance

• Integration assistance (e-commerce, ERP/CRM, email workflows, data feeds)

• Troubleshooting and incident handling

• Updates and maintenance guidance

• Best-practice advice for safe AI usage (prompting, access control, workflows)

What support does not cover

• Changes outside the agreed scope of work (handled as a change request)

• Customer-side infrastructure issues not related to MarketXpert system

• Third-party outages (cloud providers, email services, marketplaces), though we help diagnose and advise

Severity levels & target response times

• Severity 1 – Critical: service unavailable / major business interruption → response: same business day (or per SLA)

• Severity 2 – High: major feature degraded → response: 2 business day

• Severity 3 – Normal: questions, minor issues → response: 4-5 business days

Final response times are defined in your package / SLA agreement.

Updates & maintenance

We may provide updates to improve performance, security, and reliability. Where possible, we aim for backward-compatible changes. Planned maintenance windows (if any) are communicated in advance.

Data handling during support

To troubleshoot issues, we may request logs, configuration snapshots, or sample data. We only process this information:

• for support and security purposes,

• under confidentiality obligations, and

• in line with our Privacy Policy and a Data Processing Agreement (DPA).

Privacy Policy (EU/GDPR)

Privacy Policy

Last updated: 05.03.2026

This Privacy Policy explains how UVT handles personal data when you visit our website, request a demo/quote, or use MarketXpert.

1. Who we are

Controller (for website and sales inquiries):
UVT SC COMPUTER, 37, Ivaylo str., BG122048575
Contact: uvt@uvt.bg

2. Our roles: Controller vs Processor

• For website visits, contact forms, demo/quote requests, we act as a Data Controller.

• For customer data processed inside MarketXpert, we typically act as a Data Processor on behalf of the customer (who is the Controller). Processing terms are defined in the customer agreement and/or a Data Processing Agreement (DPA).

3. What data we collect

A) Website & inquiries

• Name, company, email, phone (if provided)

• Message content (what you send us)

• Technical data: IP address, browser/device info, timestamps

• Cookie/analytics data (only if enabled and as permitted by law)

B) MarketXpert service (depending on configuration)

• Account and user identifiers (name/email/role)

• System usage metadata (feature usage, logs, diagnostics)

• Customer-provided content submitted for processing (e.g., product catalogs, competitor data, emails, support queries)

4. Why we process data (purposes)

• Responding to demo/quote requests and customer communications

• Providing, securing, maintaining, and improving MarketXpert

• Support, troubleshooting, monitoring, and abuse prevention

• Contract management, billing (where applicable), and legal compliance

• Marketing communications (only where permitted and/or with consent)

5. Legal bases (GDPR)

Depending on context, we rely on:

• Contract (Art. 6(1)(b)) – to provide requested services

• Legitimate interests (Art. 6(1)(f)) – security, service improvement, fraud/abuse prevention

• Consent (Art. 6(1)(a)) – marketing emails/cookies where required

• Legal obligation (Art. 6(1)(c)) – accounting and regulatory duties

6. AI processing and third parties (subprocessors)

MarketXpert may be configured to use:

• Customer-controlled infrastructure (on-prem / private cloud), and/or

• External service providers (e.g., cloud hosting, email delivery, analytics, or AI model providers).

Where we use subprocessors, we:

• select them carefully,

• use contractual safeguards,

• and (where required) provide a subprocessor list and DPA terms on request.

7. International data transfers

If personal data is transferred outside the EEA/UK, we use appropriate safeguards, such as Standard Contractual Clauses (SCCs) and additional measures where required.

8. Data retention

We keep personal data only as long as necessary:

• Inquiry data: typically 3 months

• Contract and billing records: as required by law 5 years

• Service logs: typically 6 months unless longer retention is agreed or needed for security/legal reasons
  Customer data retention for MarketXpert is defined in the customer agreement/DPA.

9. Security measures

We apply technical and organizational measures appropriate to the risk, such as access controls, least privilege, encryption where applicable, monitoring, and incident response procedures.

10. Your rights

Under GDPR, you may have the right to request:

• access, correction, deletion

• restriction or objection to processing

• data portability

• withdrawal of consent (where processing is based on consent)
  You can contact us at uvt@uvt.bg

You also have the right to lodge a complaint with your local data protection authority.

11. Cookies (if applicable)

If we use cookies beyond what is strictly necessary, we provide a cookie banner/preferences and explain categories and purposes.

12. Contact

Privacy questions: uvt@uvt.bg
Postal address: 37, Ivaylo str., Sofia 1606, Bulgaria

Terms of Use (Website + demo/trial access)

Terms of Use

Last updated: 05.03.2026

These Terms govern your use of:

• the MarketXpert website, and

• any demo, trial, or evaluation access we provide.

Commercial terms for paid deployments are defined in the customer agreement and/or order documents.

1. Use of the website

You may use the website for lawful purposes only. You agree not to attempt to disrupt, scrape, reverse engineer, or misuse the site.

2. Demo / trial access

If you receive demo or trial access:

• Access is provided for evaluation purposes only.

• We may limit functionality, usage, or duration.

• You must keep credentials secure and not share access outside your organization without permission.

3. Acceptable use

You agree not to use MarketXpert to:

• violate privacy, intellectual property, or confidentiality

• process illegal content

• attempt unauthorized access to systems or data

• generate or distribute harmful, abusive, or deceptive content

4. AI outputs and human responsibility

MarketXpert may generate recommendations, drafts, or automated responses. Outputs are provided “as assistance” and may contain errors.
You are responsible for reviewing outputs and making final business decisions.

5. Intellectual property

We (or our licensors) own the website, software, and related materials. You may not copy or reuse them except as permitted by law or by agreement.

6. Third-party services

MarketXpert may integrate with third-party services. We are not responsible for third-party outages or changes, but we may assist in troubleshooting.

7. Disclaimers

The website and demo/trial services are provided “as is” and “as available”, to the extent permitted by law.

8. Limitation of liability

To the extent permitted by law, we are not liable for indirect or consequential damages (e.g., lost profits, lost data). Any liability caps are defined in the applicable commercial agreement.

9. Changes to these Terms

We may update these Terms from time to time. Updates take effect when published on this page.

10. Governing law

These Terms are governed by the laws of Bulgaria, with jurisdiction in Sofia Regional court, unless otherwise agreed.

11. Contact

Questions: marketx@uvt.bg

Commercial Terms

Commercial Terms (Quotes on Demand)

Last updated: 5.03.2026

MarketXpert packages are customized based on customer requirements. We do not sell licenses directly online. Pricing and scope are provided via quote/offer.

1. How offers work

1. You request a demo/consultation

2. We clarify requirements (modules, integrations, deployment, support tier)

3. We issue a written Offer/Quote with scope, timeline, and price

4. Work starts after acceptance (and where applicable, initial payment)

2. Offer validity

Quotes are valid for 30 days unless stated otherwise.

3. Delivery models (depending on package)

• Cloud service / managed service

• On-prem / private cloud deployment

• Hybrid configurations (e.g., local data + optional cloud AI features)
  Exact model is specified in the Offer/Agreement.

4. Fees and payment

• Fees are defined in the Offer/Agreement (subscription, license, implementation, support)

• Invoicing: monthly/milestone

• Payment terms: 5 days from invoice

• Taxes (VAT) apply as required by law

5. Acceptance and change requests

• Deliverables and acceptance criteria are defined in the Offer/Statement of Work (SOW)

• Requests outside scope are handled via change request and may affect cost/timeline

6. Support and service levels

Support scope and any SLA (if offered) are defined per package.

7. Data protection

Where we process personal data as a Processor, a DPA will apply (available on request or included in the agreement). Customers remain responsible for lawful basis and instructions as Controller.

8. Term and termination

• License term is defined in the Offer/Agreement

• Termination conditions and renewal (if applicable) are defined in the agreement

9. Precedence

If there is a conflict between this website summary and a signed agreement, the signed agreement prevails.

Contact

Sales & Packages: marketx@uvt.bg
Support: support@uvt.bg
Privacy (GDPR): uvt@uvt.bg
Security: security@uvt.bg

UVT SC COMPUTER
37,. Ivaylo str.
Sofia 1606, Bulgaria
BG122048575