This Service and Support Agreement ("Agreement") details the terms and conditions under which Opalgen Solutions ("Company," "we," "our," or "us") will provide customer support for its products and services. By using our services, you ("Customer") agree to these terms.
1. Free Support Period
For the first six (6) months, customers are eligible for free customer support. This includes:
- Technical Support:
- Resolution of technical issues, bug fixes, and performance improvements.
- Limited to issues related directly to our services.
- Account & Billing Assistance:
- Help with account setup, configuration, and management.
- Assistance with billing and invoicing inquiries.
- General Inquiries:
- Answers to general service-related questions.
- Guidance on best practices and product recommendations.
2. Paid Support Services
After the initial free support period, continued support requires a paid support plan. This plan includes:
- Subscription Model:
- Available on a subscription basis.
- Pricing and plan options will be shared before the end of the free period.
- Scope of Support:
- Covers all technical issues, account, and billing help, and general inquiries.
- Premium plans offer priority support, dedicated account management, and more.
- Payment & Renewal:
- Paid support requires advance payment.
- Failure to renew or payment delays will result in a service suspension.
- Paid Features:
- Priority access to technical support.
- Extended support hours, including weekends and holidays.
- Advanced troubleshooting and consultations for third-party integrations.
3. Technical Support Coverage
Support provided for the following technical areas:
- Installation & Setup:
- Assistance with initial service installation, configuration, and setup.
- Troubleshooting:
- Help with fixing technical errors and addressing issues.
- Software Updates & Patches:
- Installation of necessary updates or patches for optimal service performance.
Limitations:
- Only issues directly related to the Company's products or services are supported.
- Issues arising from third-party modifications or unauthorized changes are not covered.
4. Account & Billing Assistance
Support for managing your account and handling any billing concerns:
- Account Services:
- Help with account creation, updates, and management.
- Billing & Inquiries:
- Assistance with billing discrepancies and invoice corrections.
- Guidance on upgrading, downgrading, or canceling plans.
Billing Disputes:
- Must be reported within 30 days of the billing date.
- Resolutions will be processed within 10 business days.
5. Support Availability
Support is available via email during standard 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 the service plan.
6. Customer Responsibilities
To enable effective support:
- Provide complete and accurate information about the issue.
- Maintain backups of your data and follow our recommended guidelines.
7. Limitations of Support
Our support does not cover:
- Third-party products or services.
- Problems resulting from unauthorized modifications, misuse, or negligence.
- On-site technical support (unless explicitly included in the paid plan).
8. Termination of Support
We reserve the right to terminate support if:
- You do not comply with the terms of this Agreement or other applicable policies.
- Payments for paid support services are overdue.
9. Modifications to this Agreement
We may update this Agreement. Any modifications will be communicated to you, and continued use of our services will mean acceptance of the new terms.
10. Contact Information
For any questions or support requests, contact us at:
[email protected]
By using our services, you confirm that you have read, understood, and agreed to the terms of this Agreement.