This Technical Support & Service Agreement ("Agreement") defines the terms under which Bytebasix Web ("Company," "we," "our," or "us") provides technical support for its technology solutions. By using our support services, you ("Customer") confirm your agreement to these terms.
Complimentary Technical Support Period
Customers are entitled to six (6) months of complimentary technical support from the start date of their service contract. During this support period, the following services are included:
- Troubleshooting: Assistance with identifying and fixing issues related to our solutions.
- Optimization: Guidance on improving service performance and resolving efficiency concerns.
- Account Setup: Help with creating and managing accounts, preferences, and settings.
- Billing Inquiries: Support for addressing invoice questions, payment adjustments, and billing matters.
- Subscription Changes: Assistance with plan upgrades, downgrades, or cancellations.
- Product Guidance: Insights into using our products and features more effectively.
Extended Support Plans
Once the free support period concludes, customers may continue receiving assistance via paid support subscriptions. These subscriptions offer uninterrupted access to the services you need.
- Support Plan Options: Several plans are available, each providing varying levels of service.
- Plan Transition: We notify customers ahead of the end of their complimentary period to select the right plan.
- Comprehensive Support: Includes troubleshooting, account management, and billing inquiries.
- Exclusive Features: Higher-tier plans offer quicker response times and dedicated account managers.
- Prepaid Requirement: Paid plans require upfront payment to ensure continued service.
- Plan Lapses: Non-renewal of support plans may result in temporary suspension of support.
Why Choose Premium Support?
Premium support subscribers enjoy a set of exclusive perks that help minimize service disruptions and ensure optimal system performance.
- Priority Handling: Quicker resolution through priority-based ticket management.
- Extended Support Hours: Available support beyond regular business hours, including weekends and holidays.
- Advanced Troubleshooting: Includes assistance for third-party integrations, subject to compatibility.
- Dedicated Support Team: Get personalized help from expert technical specialists.
- Performance Monitoring: Regular audits to optimize system performance.
- Customized Solutions: Tailored assistance based on your unique business needs.
Comprehensive Support Coverage
Our dedicated technical team provides a full range of assistance to ensure your system runs smoothly.
Our services cover installation, configuration, software error resolution, and ongoing maintenance to ensure system stability. We provide guidance on applying updates that improve security and functionality, helping maintain optimal performance. Additionally, we offer best practices for safeguarding your system, focusing on account security. Support is limited to our proprietary products, and any issues arising from unauthorized modifications or third-party software are not covered.
Billing and Account Support
We also offer customer support for account and payment-related matters, providing a smooth and hassle-free experience.
- Subscription Modifications: Assistance with changing service plans.
- Invoice Clarification: Help with any billing questions or discrepancies.
- Payment Dispute Resolution: Report issues within thirty (30) days of the transaction.
- Resolution Timeline: Typically resolves disputes within ten (10) business days.
- Account Recovery: Assistance with login issues, password resets, and security settings.
- Cancellation & Refund Guidance: Clear instructions on service terminations and applicable refunds.
Support Availability & Communication Methods
Our support team ensures responsive, timely service within defined business hours.
- Standard Support: Available via email from Monday to Friday, 9:00 AM to 6:00 PM (local time).
- Premium Assistance: Select plans include emergency support outside standard hours.
- Ticket System: Customers should provide detailed information for faster issue resolution.
- Response Variability: Response times depend on request nature and service plan tier.
- Live Support: Higher-tier subscribers can access live support with dedicated account managers.
- Notifications: Receive proactive updates on significant service changes.
Customer Responsibilities & Service Restrictions
To ensure an efficient support experience, customers must follow these guidelines:
- Precise Issue Reporting: Provide clear, detailed descriptions when submitting support requests.
- Data Backup: Ensure you have backups of all important data before contacting support.
- Policy Adherence: Following service guidelines is necessary to continue receiving support.
- Exclusions: Issues caused by unauthorized changes, third-party software, or misuse are not covered.
- On-Site Support: Not available unless explicitly included in premium plans.
- Termination Risks: Violating policies may result in loss of support access.
Suspension & Termination of Support Services
Support services may be suspended or terminated under the following circumstances:
- Agreement Violations: Breaches of the agreement result in immediate suspension.
- Non-Payment: Failure to pay for extended support plans may lead to service suspension.
- Misuse: Inappropriate, excessive, or fraudulent use of support services may trigger restrictions.
- Security Risks: Suspicious activity may result in the suspension of services.
- Account Deactivation: Voluntary termination of accounts results in discontinuation of services.
- Policy Non-Compliance: Repeated failure to follow policies may lead to permanent termination of support.
Agreement Updates and Revisions
We reserve the right to update this Agreement as needed.
- Policy Changes: Any modifications to this agreement will be communicated to customers.
- Acknowledgment: Continued use of our support services signifies acceptance of updated terms.
- Review Recommendations: Customers should regularly review this section for any updates.
- Effective Dates: Changes apply from the date they are posted, not retroactively.
- Feedback: Customer feedback is considered to improve our services.
- Compliance with Standards: Our policies evolve to keep pace with industry standards and legal requirements.
Need Help? Contact Us!
If you have any questions about this Agreement or need technical support, please reach out to us at bytebasixwebsolutionpvtltd@gmail.com. We are committed to providing reliable support and resolving any issues promptly.