This Service and Support Agreement ("Agreement") defines
the
terms
under which Ratiocinate Dynamics ("RATIOCINATE DYNAMICS 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.
- 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:
- Assistance with
troubleshooting, bug
fixes, and performance-related issues.
- Support is limited to
problems
directly related to our services and solutions.
- 1.2 Account and Billing Assistance
- Help with account setup,
configuration, and management.
- Resolution of billing
discrepancies
and invoice clarifications.
- Answers to general
questions
about our
services, features, and usage.
- Best practice
recommendations
for
optimal system performance.
- 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
- Covers all services
included
in the
free support package.
- Premium plans may offer
priority
support and dedicated account management.
- Payments must be made in
advance to
maintain access to support.
- Service may be suspended
if
payment is
not received on time.
- 2.4 Additional Paid Support Features
- Priority assistance for
urgent
issues.
- Extended support hours,
including
weekends and holidays.
- Advanced troubleshooting
for
integrations with third-party tools.
- Support plans are billed
monthly,
quarterly, or annually, based on your selection.
- Payments must be made in
advance to
avoid service interruptions.
- Technical Support
- Assistance with service
installation,
setup, and configuration.
- Troubleshooting errors and
performance
issues.
- Software updates and
patches.
- Assistance is restricted
to
our
products and services.
- We do not cover custom
modifications
made by customers or third parties.
- Account and Billing Assistance
- Help with account
creation,
updates,
and profile management.
- Billing inquiries,
corrections, and
payment-related support.
- Guidance on plan
modifications,
upgrades, or cancellations.
- Any discrepancies must be
reported
within 30 days of the billing date.
- Disputes will be
reviewed
and
resolved
within ten (10) business days.
- Support Availability
- Standard support is
available
via
email from Monday to Friday, 9:00 AM to 6:00 PM (local time).
- Critical issues may be
addressed
outside standard hours under specific support plans.
- Customer Responsibilities
- Provide accurate
information
to
facilitate issue resolution.
- Maintain secure backups
of
your data
and follow best practices for system usage.
- Limitations 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 support, unless
explicitly
included in a premium support plan.
- Termination of Support
Support services may be terminated if:
- The customer fails to
comply
with this
Agreement or other policies.
- Payments for paid
support
plans remain
unpaid past the due date.
- Agreement Modifications
We may update this Agreement periodically. Continued use
of
our
support services after modifications implies acceptance of the updated terms.
- Contact Information
For any questions or support requests, please contact us
at:
info@ratiocinatedynamics.com
By using our support services, you confirm that you
have
read,
understood, and agreed to the terms of this Agreement.
