This Service and Support Agreement (“Agreement”) defines the terms and conditions under which ZENTARA SYSTEMS (“Company,” “we,” “our,” or “us”) provides technical assistance and support for its products and services. By utilizing our services, you (the “Customer”) agree to comply with all provisions outlined in this Agreement.
1. Complimentary Support Period
We provide free support for the initial six (6) months from the start of your service engagement. During this complimentary period, the following support services are available:
1.1 Technical Assistance
- Help with resolving technical issues associated with our services, including bug fixes, troubleshooting, and system optimization.
- Support is limited to problems directly caused by our products or services.
1.2 Account and Billing Guidance
- Assistance with account setup, configuration, and ongoing management.
- Resolution of billing inquiries, invoice discrepancies, or related questions.
1.3 General Inquiries
- Responses to general questions regarding our services, functionalities, or operational procedures.
- Guidance on best practices and recommendations for maximizing the efficiency and effectiveness of our solutions.
2. Paid Support Services
After the initial six-month complimentary period, continued access to support services will require enrollment in a paid support plan. Terms for paid support include:
2.1 Subscription-Based Plans
Paid support plans will be offered on a subscription basis. Pricing and plan details will be shared prior to the expiration of your free support period.
2.2 Scope of Paid Support
Includes all services outlined under Technical Assistance, Account and Billing Guidance, and General Inquiries. Premium features, such as priority response times and dedicated account management, may be offered under higher-tier plans.
2.3 Payment and Renewal
Subscription fees must be paid in advance to ensure uninterrupted support. Services may be suspended if the subscription is not renewed or payment issues arise.
2.4 Paid Support Features
- Priority technical assistance.
- Extended support hours, including weekends and holidays.
- Advanced troubleshooting and consultation for third-party integrations.
2.5 Billing Terms
Support plans can be billed monthly, quarterly, or annually, as selected by the Customer. Payment must be received in advance to maintain access to support services.
3. Technical Support
3.1 Coverage
- Assistance with installation, configuration, and setup of services.
- Troubleshooting errors, bugs, or service-related issues.
- Software updates, patches, and performance improvements.
3.2 Limitations
Support is limited to issues arising directly from our products or services. Customizations or modifications made by the Customer or third parties are not covered under this Agreement.
4. Account and Billing Assistance
4.1 Included Services
- Help with account creation, updates, and management.
- Resolution of billing questions, corrections, or discrepancies.
- Guidance for plan upgrades, downgrades, or cancellations.
4.2 Billing Disputes
Billing discrepancies should be reported no later than thirty (30) days after the invoice date. Responses and resolutions will be delivered within ten (10) business days.
5. Support Availability
Standard support is provided via email during business hours: Monday to Friday, 9:00 AM to 6:00 PM (local time). Emergency technical support for critical issues may be available outside business hours under specific paid support plans.
6. Customer Responsibilities
- Submit comprehensive and precise data to allow for effective problem-solving.
- Maintain secure backups of your data and adhere to recommended guidelines for safe system usage.
7. Limitations of Support
Support services do not cover:
- Products or services provided by third parties.
- Issues resulting from unauthorized modifications, misuse, or negligence.
- On-site support unless explicitly included in your paid support plan.
8. Termination of Support
The following scenarios may result in the discontinuation of support:
- The requirements of this Agreement or related policies are not met by you.
- Payments for paid support services remain overdue beyond the due date.
9. Modifications to this Agreement
We may update or revise this Agreement at any time. Any changes will be communicated to you, and continued use of our services constitutes acceptance of the revised Agreement.
10. Contact Information
For questions regarding this Agreement or to request support, please contact: Support@zentarasystem.com
By using our services, you acknowledge that you have read, understood, and agreed to the terms and conditions outlined in this Service and Support Agreement.