1. Purpose of Agreement
This Support Agreement outlines the terms and conditions under which ACROSORT GLOBAL ("Company," "we," "us," or "our") provides technical and operational assistance to the customer ("you" or "Customer"). Use of our support services constitutes acceptance of this Agreement.
2. Complimentary Support Entitlement
Customers are entitled to six (6) months of no-cost support commencing from the initiation date of the applicable service contract. This includes:
2.1 Technical Support Services
Assistance with resolving technical concerns directly related to ACROSORT GLOBAL's products and services.
2.2 Account and Billing-Related Assistance
Support with account setup, changes, and billing matters including invoice clarifications and transaction errors.
2.3 General System Guidance
Recommendations for system usage improvement and user experience enhancement.
3. Post-Complimentary Support Provisions
3.1 Subscription Requirement
Upon expiration of the complimentary support period, continued assistance is conditional upon subscription to a paid support plan.
3.2 Scope of Paid Support Plans
Paid support includes all services previously available under the complimentary period, with added benefits based on plan tier.
3.3 Payment and Continuity Conditions
Advance payment is required to access ongoing support. Support services will be suspended upon payment delinquency.
4. Premium Support Entitlements
Customers enrolled in higher-tier plans may receive the following:
- Priority handling of critical issues
- Availability during non-standard business hours
- Guidance on select third-party software and integrations
5. Payment Terms and Billing Conditions
5.1 Available Payment Structures
Customers may select from monthly, quarterly, or annual payment cycles.
5.2 Obligations Regarding Timely Payment
Customers agree to remit payments on time to prevent interruption in support services.
6. Scope of Technical Support
- Installation and configuration of Company software
- Troubleshooting of technical malfunctions
- Provision of updates and applicable patches
7. Exclusions and Limitations of Support
- Support is limited to proprietary offerings
- Issues arising from third-party software, user errors, or unauthorized system modifications are excluded
- On-site support is excluded unless specifically included in the customer’s plan
8. Account and Billing Assistance
- Modifications to user profile or service plan
- Inquiries related to billing, payments, or receipts
9. Billing Dispute Resolution
- Any billing dispute must be submitted within thirty (30) days of the invoice date
- Our team will handle disputes and provide a resolution within 10 business days.
10. Hours of Support Availability
10.1 Standard Business Hours
Support is available Monday to Friday, from 9:00 AM to 6:00 PM (local time).
10.2 Extended Support Access
Outside-hour support is available solely to customers with applicable subscription plans.
11. Customer Responsibilities
- Customer shall provide accurate information necessary for resolution
- Customer agrees to maintain routine data backups and follow cybersecurity best practices
12. Exclusions from Support Scope
- Services not provided by the Company are excluded
- Support does not cover damage caused by unauthorized tampering or third-party tools
13. Termination of Support Services
Support access may be revoked under the following conditions:
- Customer fails to meet payment obligations
- Customer violates the terms of this Agreement
14. Modification of Agreement
We may revise this Agreement to reflect evolving needs. Continued use of the support services after such revisions constitutes Customer’s agreement to the updated terms.
15. Contact and Communications Clause
All support requests or related communications shall be directed to info@acrosortglobal.com. Customers acknowledge and agree to these terms by continuing to use the support services.