This Service and Support Agreement ("Agreement") outlines the terms under which Robomind Innovations ("Company," "we," "our," or "us") provides technical support and assistance for our products and services. By utilizing our services, you (the "Customer") agree to abide by the terms set forth in this Agreement.
1. Free Support Period
We offer complimentary customer support for a duration of six (6) months from the start date of your service agreement. During this period, the following support services are available:
1.1 Technical Support
- Assistance with technical issues, including troubleshooting, bug fixes, and system performance improvements.
- Support is strictly limited to resolving problems directly linked to our services.
1.2 Account and Billing Assistance
- Help with setting up, configuring, and managing your account.
- Clarifications and resolutions related to billing inquiries and discrepancies.
1.3 General Inquiries
- Responses to general questions regarding our services, features, and best practices.
- Recommendations and guidance for optimal use of our solutions.
2. Paid Support Services
After the initial six-month free support period, continued support requires enrollment in a paid support plan. The details are as follows:
2.1 Subscription-Based Model
- Support plans are available on a subscription basis, with pricing and plan options communicated before your free support expires.
2.2 Scope of Paid Support
- Includes all services from Technical Support, Account and Billing Assistance, and General Inquiries.
- Additional premium options, such as priority response and dedicated account management, may be available in higher-tier plans.
2.3 Payment and Renewal
- Payments must be made in advance to ensure uninterrupted support services.
- Failure to renew or resolve payment issues will result in suspension of support services.
2.4 Paid Support Features
- Priority access to technical assistance.
- Extended support hours, including weekends and holidays.
- Advanced troubleshooting and consultation for third-party integrations.
2.5 Payment Terms
- Support plans are available with monthly, quarterly, or annual billing cycles, as per your preference.
- Payments must be made in advance to maintain active support access.
3. Technical Support
3.1 Coverage
We provide assistance with:
- Installation, configuration, and setup of our services.
- Diagnosing and resolving technical issues.
- Software updates and patches.
3.2 Limitations
- Support is limited to our products and services only.
- Issues arising from customizations or third-party modifications are not covered.
4. Account and Billing Assistance
4.1 Services Included
- Assistance with account creation, updates, and management.
- Billing-related inquiries and adjustments.
- Guidance on plan upgrades, downgrades, or cancellations.
4.2 Disputes
- Any billing disputes must be reported within thirty (30) days of the billing date.
- We will resolve disputes within ten (10) business days.
5. Support Availability
- Support is accessible via email during standard business hours: Monday to Friday, 9:00 AM – 6:00 PM (local time).
- Emergency support for critical issues may be available outside regular hours under specific plans.
6. Customer Responsibilities
To ensure efficient support service, you are responsible for:
- Providing accurate and complete details about your issue or inquiry.
- Maintaining secure backups of your data.
- Adhering to our recommended usage guidelines.
7. Limitation of Support
Our support services do not cover:
- Third-party products or services not provided by us.
- Issues arising from unauthorized modifications, misuse, or negligence.
- On-site technical support, unless explicitly included in a paid support plan.
8. Termination of Support
We reserve the right to terminate support services if:
- You violate the terms of this Agreement or other applicable policies.
- There are unpaid invoices for paid support services past their due date.
9. Modifications to this Agreement
We may update this Agreement periodically. Any changes will be communicated to you, and continued use of our services implies acceptance of the revised terms.
10. Contact Information
For inquiries about this Agreement or to request support, please contact us at:
info@robomindinnovations.com
By using our services, you acknowledge that you have read, understood, and agreed to the terms outlined in this Agreement.
