Service and Support Agreement

This Service and Support Agreement ("Agreement") outlines the terms under which Minimalmatrix Software ("Company," "we," "our," or "us") provides customer support and technical assistance for its products and services. By accessing or using our Services, you ("Customer") confirm that you have read, understood, and agreed to the terms described herein.

Complimentary Support Period

We provide a six (6) month free support period starting from the commencement date of your service agreement, which includes:

Technical Support

  • Assistance with system-related issues and service concerns
  • Troubleshooting, bug fixes, and performance optimization
  • Limited exclusively to problems arising from our proprietary tools and technologies

Account and Billing Support

  • Help with account setup, management, and configuration
  • Clarifications on invoices and resolution of billing disputes

General Usage Support

  • Guidance on effective use of services and features
  • Recommendations to improve productivity and achieve optimal outcomes

Paid Support After Complimentary Period

After the six-month free support expires, assistance continues under a paid subscription model.

Subscription Structure

  • Support provided through subscription plans
  • Pricing and plan details shared before the free support period ends

Service Coverage

  • Paid plans cover technical, billing, and general usage support
  • Higher-tier options may include priority handling or dedicated account management

Payments and Renewals

  • Advance payment required to maintain uninterrupted support
  • Non-payment or late payment may result in temporary suspension of services

Additional Features of Paid Plans

  • Priority access to support channels
  • Extended support hours, including weekends and holidays
  • Specialized assistance for third-party system integrations

Billing Options

  • Monthly, quarterly, or annual billing cycles available
  • Full payment for the selected cycle is required upfront

Scope of Technical Support

Included Services

  • Installation, setup, and configuration of products
  • Detection and resolution of errors or technical issues
  • Deployment of patches, updates, and fixes

Excluded Services

  • Problems unrelated to our proprietary products or services
  • Issues arising from third-party changes or modifications

Account and Billing Assistance

Support Provided

  • Guidance on account creation, updates, and management
  • Resolution of invoice errors or discrepancies
  • Assistance with plan upgrades, downgrades, or cancellations

Billing Disputes

  • Concerns must be raised within 30 days of invoice issuance
  • Our target is to resolve disputes within 10 business days of notification

Support Availability

  • Standard support available via email, Monday to Friday, 9:00 AM – 6:00 PM (local time)
  • Emergency support may be provided outside standard hours depending on the subscription plan

Customer Responsibilities

To ensure smooth support, customers must:

  • Provide complete and accurate details regarding their issue or request
  • Maintain secure and updated backups of all essential data
  • Follow recommended best practices provided by support staff

Support Limitations

Our services do not cover:

  • Issues related to third-party applications or services not offered by us
  • Problems caused by user errors, misuse, or unauthorized modifications
  • On-site technical assistance unless explicitly included in a paid plan

Suspension or Termination of Support

Support services may be suspended or terminated if:

  • Terms of this Agreement or other company policies are violated
  • Payments for paid support are overdue or not received

Agreement Modifications

  • We may revise or update this Agreement at any time without prior notice
  • Major changes will be communicated directly to customers
  • Continued use of our Services constitutes acceptance of the updated terms

Contact Information

For queries, clarifications, or support requests, contact us at:
info@minimalmatrixsoftware.com

By continuing to use our Services, you confirm that you have read, understood, and agreed to all terms outlined in this Agreement.