Service And Support Agreement

This Service and Support Agreement ("Agreement") defines the terms under which Cinitech Solutions ("CINITECH SOLUTIONS PRIVATE LIMITED," "we," "our," or "us") provides technical support and assistance for its products and services. By using our support services, you ("Customer") agree to comply with the terms outlined below.

  1. Free Support Period

We offer complimentary support for the first six (6) months from the start of your service agreement. For the initial support duration, you’ll have:

  • 1.1 Technical Support
  1. Assistance with troubleshooting, bug fixes, and performance-related issues.
  2. Support is limited to problems directly related to our services and solutions.
  • 1.2 Account and Billing Assistance
  1. Help with account setup, configuration, and management.
  2. Resolution of billing discrepancies and invoice clarifications.
  • 1.3 General Inquiries
  1. Answers to general questions about our services, features, and usage.
  2. Best practice recommendations for optimal system performance.
  1. Paid Support Services

After the free support period ends, continued access to support requires a paid support plan.

  • 2.1 Subscription-Based Support

Support plans are available on a subscription basis, with pricing and details shared before your free support expires.

  • 2.2 Scope of Paid Support
  1. Covers all services included in the free support package.
  2. Premium plans may offer priority support and dedicated account management.
  • 2.3 Payment and Renewal
  1. Payments must be made in advance to maintain access to support.
  2. Service may be suspended if payment is not received on time.
  • 2.4 Additional Paid Support Features
  1. Priority assistance for urgent issues.
  2. Extended support hours, including weekends and holidays.
  3. Advanced troubleshooting for integrations with third-party tools.
  • 2.5 Payment Terms
  1. Support plans are billed monthly, quarterly, or annually, based on your selection.
  2. Payments must be made in advance to avoid service interruptions.
  1. Technical Support
  • 3.1 Coverage Includes:
  1. Assistance with service installation, setup, and configuration.
  2. Troubleshooting errors and performance issues.
  3. Software updates and patches.
  • 3.2 Support Limitations:
  1. Assistance is restricted to our products and services.
  2. We do not cover custom modifications made by customers or third parties.
  1. Account and Billing Assistance
  • 4.1 Services Provided:
  1. Help with account creation, updates, and profile management.
  2. Billing inquiries, corrections, and payment-related support.
  3. Guidance on plan modifications, upgrades, or cancellations.
  • 4.2 Billing Disputes:
  1. Any discrepancies must be reported within 30 days of the billing date.
  2. Disputes will be reviewed and resolved within ten (10) business days.
  1. Support Availability
  1. Standard support is available via email from Monday to Friday, 9:00 AM to 6:00 PM (local time).
  2. Critical issues may be addressed outside standard hours under specific support plans.
  1. Customer Responsibilities
  1. Provide accurate information to facilitate issue resolution.
  2. Maintain secure backups of your data and follow best practices for system usage.
  1. Limitations of Support

Our support services do not cover:

  1. Third-party products or services not provided by us.
  2. Issues arising from unauthorized modifications, misuse, or negligence.
  3. On-site support, unless explicitly included in a premium support plan.
  1. Termination of Support

Support services may be terminated if:

  1. The customer fails to comply with this Agreement or other policies.
  2. Payments for paid support plans remain unpaid past the due date.
  1. Agreement Modifications

We may update this Agreement periodically. Continued use of our support services after modifications implies acceptance of the updated terms.

  1. Contact Information

For any questions or support requests, please contact us at: tech@cinitechsolutions.com

By using our support services, you confirm that you have read, understood, and agreed to the terms of this Agreement.