Service and Support Agreement
This Service and Support Agreement outlines the terms under which Innovixustech Software ("Company," "we," "our," or "us") will offer customer support for our products and services. By using our services, you agree to abide by these terms.
1. Free Support Period
Customers are entitled to six (6) months of free support, which includes:
- Technical Support: Assistance with resolving technical issues, fixing bugs, and
improving performance. This covers issues directly related to our services.
- Account & Billing Assistance: Help with setting up, managing, and
configuring accounts, as well as support for billing or invoicing questions.
- General Inquiries: Answers to questions related to our services and guidance on
product usage and best practices.
2. Paid Support Services
Once the initial free support period ends, continued assistance requires a paid support plan. This plan includes:
- Subscription Model: Available on a subscription basis. We will share pricing
and plan options before the free support period concludes.
- Scope of Support: Covers all technical issues, account, billing help, and
general inquiries. Premium plans offer priority support, dedicated account management, and
additional features.
- Payment & Renewal: Paid support requires upfront payment. If payment is
delayed or not renewed, support services will be suspended.
- Paid Features: Includes priority technical support, extended hours of
availability (including weekends and holidays), and advanced troubleshooting for third-party
integrations.
3. Technical Support Coverage
We offer support in the following technical areas:
- Installation & Setup: Help with initial installation, configuration, and
setup of our services.
- Troubleshooting: Assistance in identifying and resolving technical errors or
service issues.
- Software Updates & Patches: Installation of necessary updates and patches
to ensure optimal performance.
- Limitations: We only provide support for issues directly related to our
services. Issues arising from third-party modifications or unauthorized changes are not
covered.
4. Account & Billing Assistance
We provide support for account management and billing-related matters:
- Account Services: Assistance with account creation, updates, and
management.
- Billing & Inquiries: Help with billing discrepancies, invoice corrections,
and guidance on upgrading, downgrading, or canceling plans.
- Billing Disputes: Must be reported within 30 days of the billing date, and
resolutions will be processed within 10 business days.
5. Support Availability
Support is available via email during business hours:
- Monday - Friday: 9:00 AM to 6:00 PM (local time).
Emergency Support: Available for critical issues outside of regular hours, depending on your service plan.
6. Customer Responsibilities
To help us assist you effectively, please:
- Provide detailed and accurate information about any issues you are experiencing.
- Keep backups of your data and follow our recommended guidelines.
7. Limitations of Support
Our support does not cover:
- Issues related to third-party products or services.
- Problems resulting from unauthorized changes, misuse, or negligence.
- On-site support (unless specifically included in your paid plan).
8. Termination of Support
We reserve the right to terminate support if:
- You fail to comply with the terms of this Agreement or any other applicable policies.
- Payments for paid support services are overdue.
9. Modifications to this Agreement
We may update this Agreement from time to time. Any changes will be communicated to you, and your continued use of our services will indicate your acceptance of the new terms.
10. Contact Information
For any questions or support requests, please reach out to us at: support@innovixustechsoftware.com
By using our services, you confirm that you have read, understood, and agreed to the terms of this Agreement.
