Service & Support Agreement
This Service and Support Agreement ("Agreement") outlines the terms under which Brightwave Solutions ("Company," "we," "our," or "us") provides customer support and technical assistance for our products and services. By using our services, you ("Customer") agree to comply with the terms specified in this Agreement.
- Free Support Period
We provide complimentary customer support for the first six (6) months from the commencement of your service agreement. During this period, you will receive the following support services:
1.1 Technical Support
Assistance with technical issues, including troubleshooting, bug fixes, and performance enhancements.
Support is limited to concerns directly associated with our products or services.
1.2 Account and Billing Assistance
Guidance on setting up, configuring, and managing your account.
Assistance with billing inquiries and invoice-related clarifications.
1.3 General Inquiries
Answers to general questions about our services, features, and operational processes.
Recommendations and best practices for optimizing service utilization.
- Paid Support Services
Once the six-month free support period ends, continued access to customer support will require a paid support plan. The terms of paid support are as follows:
2.1 Subscription Model
Paid support is available under subscription-based plans.
Pricing and plan details will be provided before the expiration of the free support period.
2.2 Scope of Paid Support
Includes all services under Technical Support, Account and Billing Assistance, and General Inquiries.
Advanced support options such as priority handling and dedicated account management may be offered in higher-tier plans.
2.3 Payment and Renewal
Payment must be made in advance to ensure uninterrupted support access.
Failure to renew a support plan or address payment issues may lead to service suspension.
2.4 Paid Support Features
Priority access to technical assistance.
Extended support availability, including weekends and holidays.
Advanced troubleshooting for third-party integrations.
2.5 Payment Terms
Support plans are billed monthly, quarterly, or annually, based on the selected option.
Payments must be completed before the start of the support cycle to maintain service access.
- Technical Support
3.1 Coverage
Assistance with installation, configuration, and setup of services.
Support for troubleshooting errors and resolving technical problems.
Delivery of updates and patches for software or services.
3.2 Limitations
Support is limited to issues arising directly from our products and services.
Customizations or modifications made by the Customer or third parties are not covered.
- Account and Billing Assistance
4.1 Included Services
Help with account creation, updates, and general management.
Support for billing concerns and necessary corrections.
Guidance on upgrading, downgrading, or canceling your plan.
4.2 Disputes
Any billing disputes must be reported within thirty (30) days from the billing date.
We will investigate and resolve billing issues within ten (10) business days.
- Support Availability
Support is available via email during standard business hours:
Monday to Friday, 9:00 AM – 6:00 PM (local time).
Emergency support for critical technical issues may be available outside of standard hours, depending on your support plan.
- Customer Responsibilities
Provide clear and accurate details about issues to facilitate faster resolution.
Maintain secure backups of your data and adhere to recommended best practices.
- Limitation of Support
Our support services do not cover:
Issues related to third-party services or products not offered by us.
Problems caused by unauthorized modifications, misuse, or negligence.
On-site support, unless explicitly covered under a paid support plan.
- 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 unresolved outstanding balances for paid support services past the due date.
- Modifications to this Agreement
We reserve the right to modify or update this Agreement at any time.
Any changes will be communicated, and your continued use of our services will constitute acceptance of the revised terms.
- Contact Information
If you have any questions regarding this Agreement or require support, please contact us at:
info@thebrightwavesolutions.com
By using our services, you confirm that you have read, understood, and agreed to the terms set forth in this Agreement.
