Service and Support

Our Service and Support Agreement ("Agreement") outlines the terms and conditions under which Moonwood Softech ("Company," "we," "our," or "us") will provide technical support and assistance for its services and products. By using our services, you (the "Customer") agree to the terms of this Agreement.

1. Free Support Period

We offer free customer support for the first six (6) months following the commencement of your service agreement. During this period, the following types of support are available:

1.1 Technical Support

• Assistance with technical issues related to the services we provide, including bug fixes, troubleshooting, and system performance optimization.
• Support is limited to resolving issues directly caused by our services or solutions.

1.2 Account and Billing Assistance

• Help with account setup, configuration, and management.
• Clarifications and resolutions related to billing or invoicing discrepancies.

1.3 General Inquiries

• Responses to general questions about our services, features, or processes.
• Guidance on best practices and recommendations for optimal use of our solutions.

2. Paid Support Services

After the six (6) months of free support, continued access to our support services will require a paid support plan. The terms for paid support include:

2.1 Subscription-Based Model

Support plans will be available on a subscription basis. Pricing and plan options will be communicated to you before the expiration of your free support period.

2.2 Scope of Paid Support

• Includes all services listed under Technical Support, Account and Billing Assistance, and General Inquiries.
• Additional premium services, such as priority support and dedicated account management, may be available under higher-tier plans.

2.3 Payment and Renewal

• Payment for the support plan must be made in advance to ensure uninterrupted access to support services.
• If the service plan is not renewed or if there are any payment-related issues, the service will be suspended.

2.4 Paid Support Features

• Priority access to technical support.
• Extended support hours, including weekends and holidays.
• Advanced troubleshooting and consultation for third-party integrations.

2.5 Payment Terms

• Support plans will be billed on a monthly, quarterly, or annual basis, as chosen by the Customer.
• Payment for the selected plan must be made in advance to maintain access to support services.

3. Technical Support

3.1 Coverage

• Assistance with installation, configuration, and setup of services.
• Troubleshooting technical issues and errors.
• Updates and patches to the software or service.

3.2 Limitations

• Support is limited to issues directly related to the Company's products or services.
• Customizations or modifications made by the Customer or a third party are not covered under this Agreement.

4. Account and Billing Assistance

4.1 Services Included

• Assistance with account creation, updates, and management.
• Billing inquiries and corrections.
• Guidance on plan upgrades, downgrades, or cancellations.

4.2 Disputes

• Any billing disputes must be reported within thirty (30) days of the billing date.
• Resolutions will be provided within ten (10) business days.

5. Support Availability

• Support is available via email during our standard business hours: Monday to Friday, 9:00 AM to 6:00 PM (local time).
• Emergency technical support for critical issues may be available outside standard business hours under specific plans.

6. Customer Responsibilities

• Provide accurate and complete information about your issue or inquiry to enable effective troubleshooting and resolution.
• Ensure that you maintain a secure backup of your data and follow our recommended guidelines for system usage.

7. Limitation of Support

Our support services do not cover:

• Third-party products or services not provided by us.
• Issues caused by unauthorized modifications, misuse, or negligence.
• On-site technical support (unless explicitly included in the paid support plan).

8. Termination of Support

We reserve the right to terminate support services if:

• You fail to comply with the terms of this Agreement or other applicable policies.
• Outstanding payments for paid support services remain unpaid after the due date.

9. Modifications to this Agreement

We may update or modify this Agreement from time to time. Any changes will be communicated to you, and continued use of our services constitutes acceptance of the revised terms.

10. Contact Information

For any questions regarding this Agreement or to request support, please contact us at: info@moonwoodsoftech.com.

By using our services, you acknowledge that you have read and understood this Agreement and agree to its terms and conditions.