This Service and Support Agreement ("Agreement") outlines the terms and conditions under which Velvetwave Tech ("Company," "we," "our," or "us") will provide customer support for our services and products. By using our services, you ("Customer" or "you") agree to the following terms.
- Free Support Period
We are pleased to offer free customer support for the first six (6) months after you begin using our services. During this time, you’ll have access to the following types of support:
1.1 Technical Support
If you experience any technical issues, we’ll help you troubleshoot, fix bugs, and improve system performance. This support is available only for issues caused by our products or services.
1.2 Account and Billing Assistance
We’ll assist you with setting up and managing your account, as well as resolving any billing or invoicing questions.
1.3 General Inquiries
Feel free to reach out for any general questions regarding our services, features, or recommendations on how to get the most out of our solutions.
2. Paid Support Services
After the first six (6) months of free support, you will need to select a paid support plan to continue receiving assistance. Here's how our paid support works:
2.1 Subscription-Based Model
Support will be offered through a subscription plan. We’ll provide details on the available options and pricing before your free support period ends.
2.2 Scope of Paid Support
Your paid support plan will include everything from technical support to account and billing help, as well as general inquiries. Premium plans may offer added benefits like priority support and dedicated account management.
2.3 Payment and Renewal
To continue receiving uninterrupted support, payment for your chosen support plan must be made in advance. If the payment is not received on time, your support services will be suspended.
2.4 Paid Support Features
Premium plans come with priority technical support, extended hours (including weekends and holidays), and specialized troubleshooting for third-party integrations.
2.5 Payment Terms
Support plans can be billed on a monthly, quarterly, or annual basis. You will be billed in advance, and ongoing payments must be made to keep receiving support.
3. Technical Support
3.1 What’s Covered:
We’ll help you with things like installation, configuration, and setup of services, troubleshooting issues, and applying updates or patches to our software or services.
3.2 Limitations:
Our support covers issues directly related to our products and services. Customizations or modifications made by you or any third parties are not included.
4. Account and Billing Assistance
4.1 What We Help With:
We’ll assist with creating and managing your account, fixing billing issues, and guiding you through plan upgrades, downgrades, or cancellations.
4.2 Disputes:
If you have a billing dispute, please contact us within 30 days of the billing date. We aim to resolve any issues within 10 business days.
5. Support Availability
Support is available via email during regular business hours: Monday to Friday, 9:00 AM to 6:00 PM (local time). If you’re on a premium plan, emergency support may be available outside of these hours.
6. Customer Responsibilities
To help us resolve any issues quickly, please provide accurate details about your problem. Additionally, you’re responsible for maintaining secure backups of your data and following our recommended guidelines for system use.
7. Limitations of Support
Our support doesn’t cover:
- Third-party products or services that we don’t provide.
- Issues resulting from unauthorized changes, misuse, or negligence.
- On-site support unless explicitly included in a premium plan.
8. Termination of Support
We may need to terminate support services if:
You don’t comply with this Agreement or any other policies.
There are outstanding payments for paid support services that are not settled after the due date.
9. Modifications to this Agreement
We may update or modify this Agreement occasionally. Any changes will be communicated to you, and continued use of our services means you accept the updated terms.
10. Contact Information
For any questions or to request support, please reach out to us at:
info@velvetwavetech.com
By using our services, you confirm that you’ve read, understood, and agreed to the terms of this Agreement.