This Service and Support Agreement (“Agreement”) explains the terms under which (Website Name) (“Company,” “we,” “our,” or “us”) provides customer support for our services and products. By using our services, you (“Customer” or “you”) agree to the terms outlined below.

1. Complimentary Support Period

We’re happy to offer 6 months of free support from the time you start using our services. During this period, you’ll have access to:

1.1 Technical Support

We’ll assist with resolving technical issues, fixing bugs, and optimizing system performance for problems stemming directly from our products or services.

1.2 Account and Billing Help

Need assistance managing your account or resolving billing queries? We’re here to guide you.

1.3 General Questions

Got questions about features, functionality, or tips to get the best out of our solutions? Just ask!

2. Paid Support Services

Once your complimentary support period ends, you can opt for one of our paid support plans to continue receiving assistance.

2.1 Subscription Options

We’ll share details about our subscription plans and pricing before your free support expires.

2.2 What’s Included

Your chosen plan will cover technical support, billing help, and general inquiries. Premium options may also include priority assistance and a dedicated account manager.

2.3 Payment and Continuation

To avoid interruptions, support plan payments need to be made in advance. Late payments may result in a temporary suspension of services.

2.4 Premium Plan Benefits

Premium support includes:

• Priority Service: Faster resolution times.
• Extended Hours: Assistance on weekends and holidays.
• Third-Party Troubleshooting: Specialized help for integrated tools and services.
  

2.5 Flexible Payment Terms

Support plans can be billed monthly, quarterly, or annually. Payments must be made in advance to maintain service continuity.

3. Technical Support

3.1 What We Cover

We provide help with installations, configurations, troubleshooting, and applying updates or patches for our software and services.

3.2 What’s Not Included

Support for customizations or modifications made by you or third parties is outside the scope of our services.

4. Account and Billing Assistance

4.1 What We Assist With

We’ll help you manage your account, address billing concerns, and navigate plan changes such as upgrades, downgrades, or cancellations.

4.2 Resolving Disputes

For any billing disputes, contact us within 30 days of the billing date. We aim to resolve these issues within 10 business days.

5. Support Hours

Standard support is available via email during regular business hours, Monday to Friday, 9:00 AM to 6:00 PM (local time). Premium plans may include emergency support outside these hours.

6. Your Responsibilities

To help us assist you efficiently, please provide detailed and accurate information about your issue. Additionally, it’s your responsibility to:

• Keep secure backups of your data.
• Follow our recommended system usage guidelines.

7. Support Limitations

Our support does not cover:

• Third-party products or services not provided by us.
• Issues caused by unauthorized changes, misuse, or negligence.
• On-site support, unless specifically included in a premium plan.
  

8. Ending Support Services

We may terminate support services if:

• You violate this Agreement or other policies.
• Payments for paid support are overdue and remain unpaid.
  

9. Changes to this Agreement

This Agreement may be updated from time to time. We’ll notify you of any significant changes, and continued use of our services will signify your acceptance of the revised terms.

10. Contact Us

For questions or support, reach out to us at:
(mention email)

By using our services, you acknowledge that you’ve read, understood, and agree to the terms of this Agreement.