Service and Support Agreement

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Service and Support Agreement

This Service and Support Agreement ("Agreement") outlines the terms and conditions under which (Website Name) ("Company," "we," "us," or "our") provides technical support and assistance related to its products and services. By accessing or utilizing our services, you ("Customer") acknowledge and agree to comply with the terms set forth in this Agreement.

Complimentary Support Period

We provide complimentary customer support for a period of 6 months from the start date of your service agreement. During this time, you will have access to the following types of support.

We offer assistance with technical issues directly related to the services we provide. This includes bug fixes, troubleshooting, and performance optimization. Support is limited to addressing problems that arise specifically from our products or solutions and does not cover third-party tools or user-induced errors.

We provide support for account setup, configuration, and ongoing management. Additionally, our team is available to address any billing-related questions, including clarifications on charges, invoice details, and resolving discrepancies that may arise in connection with cancellations or payments.

We’re here to address any general questions you may have about our services, features, or operational workflows. Our team also offers expert guidance and tailored recommendations to help you maximize the value and efficiency of our solutions.

Paid Support Services

Following the initial 6 months of complimentary support, continued access to customer service and technical assistance will require enrollment in a paid support plan. The key components of our paid support services are outlined below:

  1. Subscription-Based Access
    Our support services are available through flexible subscription models. Detailed pricing and plan options will be communicated before the expiration of the free support period to ensure uninterrupted service.
  2. Support Coverage
    Paid plans include all core service areas such as technical support, account and billing assistance, and general guidance. Premium features like priority response, access to senior support engineers, and dedicated account management may also be available in higher-tier plans.
  3. Billing and Renewals
    Payment must be made in advance to maintain access to support services. If the subscription is not renewed or if there are any payment-related issues, support services may be suspended until resolved.
  4. Premium Support Features
     Customers enrolled in paid support plans will benefit from the following:
  1. Payment Terms
    Support subscriptions can be billed monthly, quarterly, or annually, depending on your selected preference. All payments must be completed in advance to ensure continuous access to support services.

Technical Support

  1. Scope of Support
    We provide comprehensive assistance for the installation, configuration, and initial setup of our services. Support also includes the resolution of technical issues, error diagnostics, and the deployment of software updates or patches necessary to maintain optimal service performance.
  2. Support Limitations
    Our technical support is strictly limited to matters arising directly from our products and services. Any issues resulting from customizations, alterations, or third-party modifications fall outside the scope of this agreement and are not eligible for support under this policy.

Account and Billing Assistance

  1. Scope of Services
    We offer end-to-end support for account setup, profile modifications, and ongoing account management. Our team is available to address billing-related questions, rectify invoice discrepancies, and provide clear guidance on service plan adjustments, including upgrades, downgrades, and cancellations.
  2. Billing Dispute Resolution
    All billing concerns must be reported within 30 days from the date of the charge. Upon receiving a valid dispute, we will initiate a thorough review and aim to resolve the issue within 10 business days.

Support Availability

Our support team is accessible via email during regular business hours, Monday through Friday, from 9:00 AM to 6:00 PM (local time).
For urgent technical issues classified as critical, extended support may be available beyond standard hours, subject to the terms of specific support plans.

Customer Responsibilities

Customers are expected to provide clear, accurate, and complete information when reporting issues or submitting inquiries to facilitate efficient troubleshooting and resolution.
Additionally, it is the customer's responsibility to maintain secure data backups and adhere to the recommended usage guidelines provided by our team.

Limitation of Support

Our support services are limited to the scope of our own products and offerings. We do not provide assistance for third-party products or services that are not directly supplied by us. Additionally, support will not be extended to issues resulting from unauthorized modifications, improper use, or customer negligence. On-site technical support is not included unless specifically stated within a paid support agreement.

Termination of Support

We reserve the right to discontinue support services under the following circumstances:

Modifications to This Agreement

This Agreement may be amended or updated periodically. Any revisions will be communicated to you, and your continued use of our services following such updates will signify your acceptance of the modified terms.

Contact Information

For any questions regarding this Agreement or to request support, please reach out to us at:
(Email Address)

By continuing to use our services, you confirm that you have read, understood, and agreed to the terms and conditions outlined in this Agreement.