This Service and Support Agreement ("Agreement") defines the terms under which Codecavas Solutions ("Company," "we," "us," or "our") delivers technical support and assistance for its products and services. By accessing or using our services, you ("Customer") acknowledge and agree to be bound by the terms and conditions outlined in this Agreement.
We offer complimentary customer support for a duration of 6 months from the commencement date of your service agreement. During this period, you are entitled to the following types of support:
Our team provides assistance with technical issues directly related to the services we deliver. This includes bug resolution, troubleshooting, and performance enhancements. Please note that this support does not extend to third-party tools or issues resulting from user-induced errors.
We assist with account setup, configuration, and ongoing management. Our support team is also available to address billing inquiries, including explanations of charges, invoice details, and resolution of discrepancies related to payments or cancellations.
We are available to answer general questions about our services, features, and operational workflows. Additionally, our experts offer strategic guidance and personalized recommendations to help you maximize the effectiveness and value of our solutions.
After the initial 6 months of complimentary support, continued access to our customer service and technical assistance will require enrollment in a paid support plan. Below is an overview of what you can expect from our paid support offerings:
Our support services are offered through convenient subscription-based plans. Pricing details and plan options will be shared with you prior to the end of your free support period to ensure uninterrupted assistance.
All paid support plans offer core services, including technical troubleshooting, billing assistance, and general service guidance. Higher-tier plans may also include premium features such as priority response times, access to senior support engineers, and dedicated account management.
Support services are billed in advance. To avoid any disruption, timely renewal is required. If payment is delayed or not received, support access may be temporarily suspended until resolved.
Subscribing to a paid support plan comes with the following premium benefits:
Choose from monthly, quarterly, or annual billing cycles based on your preference. All payments must be processed in advance to maintain uninterrupted support coverage.
Our support covers end-to-end assistance with the installation, configuration, and initial setup of our services. It also includes diagnosing technical issues, resolving system errors, and implementing updates or patches to ensure sustained performance and reliability.
Technical assistance is exclusively provided for issues directly related to our products and services. Problems resulting from user-driven customizations, third-party modifications, or unauthorized alterations are not covered under this support agreement.
We provide comprehensive support for account creation, profile updates, and ongoing account management. Our team is also equipped to handle billing inquiries, resolve invoice discrepancies, and offer clear guidance on modifying service plans—including upgrades, downgrades, and cancellations.
Billing disputes must be reported within 30 days from the date of the charge. Upon receiving a valid complaint, we will conduct a detailed review and aim to resolve the matter within 10 business days.
Our support team is available via email during standard business hours, Monday through Friday, from 9:00 AM to 6:00 PM (local time).
For critical technical issues, extended support may be offered outside regular hours, depending on the provisions of your selected support plan.
Customers are required to provide precise, complete, and accurate information when submitting support requests or reporting issues to ensure timely and effective troubleshooting.
It is also the customer’s responsibility to maintain regular data backups and follow all usage guidelines and best practices as advised by our support team.
Our support is strictly confined to the products and services we directly provide. We do not offer assistance for third-party tools or services not supplied by us. Support will also be unavailable for issues arising from unauthorized modifications, misuse, or customer negligence. On-site technical support is excluded unless explicitly included in a paid support agreement.
We reserve the right to suspend or terminate support services under the following conditions:
To avoid service interruptions, we encourage prompt compliance with all terms and timely resolution of outstanding dues.
We may update or revise this Agreement from time to time. Any changes will be communicated in advance, and by continuing to use our services after such updates, you acknowledge and accept the revised terms.
If you have any questions about this Agreement or need assistance, feel free to contact us at:
info@codecavas.com / support@codecavas.com
By continuing to access or use our services, you acknowledge that you have read, understood, and agreed to the terms and conditions set forth in this Agreement.
