Service & Support Agreement

Customer Support and Service Terms

This document outlines the terms and conditions under which NORTHGLIDE INFOTECH (referred to as "Company," "we," "us," or "our") offers customer support for its products and services. By utilizing our support services, you ("Customer") agree to comply with the provisions of this Agreement.

Complimentary Support Coverage

We provide a complimentary support period lasting six (6) months, starting from the commencement date of your service agreement. During this period, customers can benefit from various assistance services, including:

  • Technical Assistance: Resolution of system errors, bug fixes, and performance optimizations.
  • Account & Billing Support: Guidance on account setup, modifications, and billing-related concerns.
  • General Inquiries: Answers to questions regarding service features and user experience enhancements.

Extended Support Plans

Once the complimentary six-month period concludes, continued access to support services requires a paid subscription.

  • Subscription Options: Custom plans tailored to user needs, with full details provided before the free period ends.
  • Coverage & Benefits: Paid plans include technical support, billing assistance, and general inquiries, with premium tiers offering priority responses and dedicated account managers.
  • Payment Terms: Advance payments are required to sustain uninterrupted access. Delays or failure to renew may lead to service suspension.
  • Premium Features: Faster response times, extended service hours, and expert assistance for advanced technical challenges.

Scope of Technical Support

Our technical support encompasses the following areas:

  • Installation & Setup: Guidance for installing and integrating our solutions.
  • Issue Resolution: Assistance in diagnosing and fixing system errors and performance issues.
  • Software Updates: Help in applying security patches and system enhancements.
  • Exclusions: We do not support custom modifications made by customers or third-party developers. Our assistance is strictly for our own products and services.

Billing and Account Assistance

Customers can receive support for:

  • Account Management: Help with profile setup, modifications, and security settings.
  • Billing Support: Assistance in handling invoices, payment confirmations, and billing disputes.
  • Plan Adjustments: Guidance on upgrading or downgrading service plans.
  • Billing Dispute Resolution: Any discrepancies must be reported within thirty (30) days, with resolutions provided within ten (10) business days.

Availability of Support Services

  • Standard Support: Offered Monday to Friday, 9:00 AM to 6:00 PM (local time) via email.
  • Emergency Assistance: Available outside standard hours for critical issues, limited to select paid plans.

Customer Responsibilities

To ensure effective and timely support, customers must:

  • Provide accurate details, including error messages and screenshots, to expedite resolution.
  • Maintain up-to-date data backups to prevent data loss.
  • Follow recommended best practices as advised by our support team.
  • Use our services in accordance with agreed terms.
  • Respond promptly to support team requests to facilitate issue resolution.
  • Keep payment details updated to avoid disruptions in service.

Exclusions from Support

Our support services do not cover:

  • Problems caused by third-party software, hardware, or integrations not provided by us.
  • Issues resulting from unauthorized modifications, negligence, or improper usage.
  • On-site technical support unless explicitly included in a paid service plan.

Termination of Support Services

Support services may be suspended or revoked under the following conditions:

  • Violation of this Agreement or other company policies.
  • Non-payment or overdue payments for extended support plans.
  • Evidence of service misuse, fraudulent activities, or breaches of fair usage guidelines.

Customers will be notified via email with instructions in case of service termination.

Amendments and Policy Updates

This Agreement may be revised periodically to align with changes in our support structure. Any updates will be communicated through official channels.

  • Advance Notifications: Customers will be informed about significant modifications in advance.
  • Continued Usage Agreement: Continued use of our support services implies acceptance of the updated terms. We recommend reviewing this Agreement regularly.

Contact and Assistance

For any inquiries regarding our support services, please reach out to us at northglideinfotechpvtltd@gmail.com. Our team is dedicated to ensuring a seamless experience for all customers.

By utilizing our support services, you confirm that you have read, understood, and agreed to the terms specified in this Agreement.