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Shine Insight Platform – Support Terms & Conditions

Shine Early Learning, Inc.

Last Updated: September 29, 2026

Shine will provide the following support services to Customer (collectively, the “Services”):

1. Services

1.1 Implementation

Shine will provide reasonable implementation services to prepare Customer to use the Platform. Implementation may include configuring available Platform functionality, establishing Customer-specific settings and workflows, and enabling available features appropriate for Customer’s use.

Implementation does not include bespoke software development or functionality outside the Platform’s available capabilities.

1.2 Training

Shine will provide reasonable training concerning Customer’s use of the Platform. Training may be delivered remotely, through written or recorded materials, or through another method selected by Shine.

Customer is responsible for ensuring that its appropriate personnel complete the training and for providing any additional internal training needed by its users.

1.3 HelpDesk Support

Shine will provide basic HelpDesk support concerning access to and use of the Platform. Support requests must be submitted through the Platform’s ticketing functionality or by email to shineinsight@acelerolearning.zendesk.com.

HelpDesk support will generally be available Monday through Friday from 9:00 a.m. to 5:00 p.m. Eastern Time, excluding Shine-observed holidays. Shine will use commercially reasonable efforts to respond to support requests as promptly as practicable.

Shine may refer or escalate a matter to Playground when Shine determines that Playground’s assistance is required. Shine does not guarantee that Playground will respond or resolve an issue within a particular period.

HelpDesk support does not include custom development, correction of Customer-entered data, support for Customer’s devices or systems, or consulting, data analysis, custom reporting, evaluation, program support, or other professional services.

2. Customer Responsibilities

Customer will:

  • Provide timely information, access, decisions, approvals, personnel, and cooperation reasonably requested by Shine;
  • Ensure that its personnel comply with the Playground Terms;
  • Maintain appropriate account credentials and user permissions;
  • Review and validate configurations, information, and work completed during implementation; and
  • Use the Services and Platform in compliance with applicable law.

Shine is not responsible for delays or issues caused by Customer, Customer’s personnel or data, Playground, third-party systems or providers, Platform limitations, or circumstances outside Shine’s reasonable control.