Welcome to our Service and Support Agreement! This document explains how we provide customer support for our products and services. By using our support services, you ("Customer") agree to the terms outlined below. We (“Company,” “we,” “our,” or “us”) are committed to ensuring a smooth and hassle-free experience for you.
We offer complimentary support for the first six months to all our customers. Here’s what it includes:
Technical Assistance:
• Troubleshooting technical
issues.
• Fixing bugs and improving performance.
• Support is limited to
issues related directly to our products or services.
Account & Billing Help:
• Guidance for setting up,
configuring, and managing your account.
• Assistance with billing inquiries and
invoice-related questions.
General Questions:
• Answers to common queries about our
services.
• Tips and recommendations for using our products effectively.
After the initial free period, you can continue enjoying support by subscribing to a paid support plan. Here’s what you’ll get:
Subscription Details:
• Support plans are available on a
subscription basis.
• Pricing and options will be shared before your free period ends.
What’s Included:
• Assistance with technical
issues, account management, and billing concerns.
• Premium plans include priority
support, a dedicated account manager, and additional perks.
Payments & Renewals:
• Payment must be made in
advance to maintain uninterrupted support.
• Delayed payments may lead to suspension of
services.
Extra Benefits:
• Priority access to our technical
team.
• Extended support hours, including weekends and holidays.
• Help with
advanced troubleshooting and third-party integrations.
Our technical support covers the following:
Installation & Setup:
• Help with setting up and
configuring our services.
Troubleshooting:
• Assistance with resolving technical
errors or issues.
Software Updates:
• Support for installing updates and
patches to ensure optimal performance.
Limitations:
• Support is limited to our products and
services.
• We cannot assist with issues caused by unauthorized changes or third-party
modifications.
We’re here to help with managing your account and billing needs:
Account Support:
• Assistance with creating, updating,
and managing your account.
Billing Assistance:
• Help with billing discrepancies
and invoice corrections.
• Guidance on upgrading, downgrading, or canceling your plan.
Billing Disputes:
• Any disputes must be reported within
30 days of the billing date.
• We will aim to resolve issues within 10 business days.
Our support team is available during the following hours:
Standard Support Hours:
Monday to Friday: 9:00 AM - 6:00 PM
(local time).
Emergency Support:
For critical issues, emergency support may
be available outside these hours depending on your service plan.
To help us provide effective support, we ask you to:
Our support services do not cover:
We may end support services if:
We may update this agreement from time to time. Any changes will be communicated to you, and continuing to use our services will mean you accept the new terms.
Have questions or need assistance? Reach out to us at: info@virexanitesolutions.com
By using our support services, you confirm that you have read, understood, and agreed to these terms. Thank you for trusting us to support your needs!