Service and Support
This Service and Support Agreement ("Agreement") outlines the terms and conditions under which Masten Tech Solutions ("Company," "we," "our," or "us") will provide customer support for our services and products. By using our services, you ("Customer" or "you") agree to the following terms.
1. Free Support Period
We are pleased to offer free customer support for the first 6 months after you begin using our services. During this time, you’ll have access to the following types of support:
1.1 Technical Support
We will help you troubleshoot, fix bugs, and improve system performance for issues caused by our products or services.
1.2 Account and Billing Assistance
We’ll assist you with setting up and managing your account and resolving billing or invoicing issues.
1.3 General Inquiries
You can contact us for general questions about our services, features, or recommendations to make the most of our offerings.
2. Paid Support Services
After the initial six-month free period, support will require a paid plan. Details are as follows:
2.1 Subscription-Based Model
Support will be available via subscription. Details about pricing and plans will be shared before your free support ends.
2.2 Scope of Paid Support
Includes technical support, billing/account help, and general inquiries. Premium plans offer priority support and dedicated account management.
2.3 Payment and Renewal
Advance payment is required. Missed payments may result in suspended support services.
2.4 Paid Support Features
Premium plans offer extended hours (including weekends and holidays), priority assistance, and help with third-party integrations.
2.5 Payment Terms
Plans can be billed monthly, quarterly, or annually. All payments must be made in advance to ensure continued support.
3. Technical Support
3.1 What’s Covered
Installation, configuration, troubleshooting, and software updates or patches related to our services.
3.2 Limitations
Does not include customizations or third-party modifications.
4. Account and Billing Assistance
4.1 What We Help With
Account setup, plan changes, billing issues, and cancellations.
4.2 Disputes
Report billing disputes within 30 days. We aim to resolve them within 10 business days.
5. Support Availability
Support is available via email, Monday to Friday, 9:00 AM to 6:00 PM (local time). Premium plans may include emergency support outside these hours.
6. Customer Responsibilities
Please provide accurate issue descriptions. Maintain secure backups and follow our usage guidelines for best results.
7. Limitations of Support
We do not cover:
- Third-party products or services not provided by us
- Problems caused by unauthorized changes, misuse, or negligence
- On-site support unless included in a premium plan
8. Termination of Support
Support may be terminated if:
- You violate this Agreement or other company policies
- Outstanding payments for paid support are not settled
9. Modifications to this Agreement
We may update this Agreement at any time. Continued use of our services implies acceptance of the updated terms.
10. Contact Information
For support requests or questions, please email us at: mastentechsolutions14@gmail.com
By using our services, you confirm that you’ve read, understood, and agreed to the terms of this Agreement.
