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

1. Free Support Period

We’re happy to provide free customer support for the first six months after you start using our services. Here’s what’s included during this time:

1.1 Technical Support

Got a technical issue? We’ll help troubleshoot problems, fix bugs, and optimize system performance limited to issues related to our products or services.

1.2 Account and Billing Assistance

Need help setting up your account or resolving a billing question? We’re here to assist.

1.3 General Inquiries

If you have questions about our features or how to make the most of our services, feel free to reach out.

Paid Support Services

After the initial six months, continued support will be available through our paid plans. Here’s what you need to know:

2.1 Subscription Plans

Our support services will be offered as subscription plans. You’ll receive all the details, including pricing and options, before your free support ends.

2.2 What’s Included in Paid Plans

Paid plans cover everything from technical support to account and billing assistance, as well as general queries. Premium plans may include extras like priority support and a dedicated account manager.

2.3 Payment and Renewals

Payments for your chosen support plan must be made in advance. If payment isn’t received on time, support services may be paused until payment is complete.

2.4 Premium Features

Our premium support plans offer added benefits, including priority response, extended availability (weekends and holidays), and troubleshooting for third-party integrations.

2.5 Payment Terms

You can choose to pay for support plans on a monthly, quarterly, or annual basis. Payments are billed upfront, and continuity depends on timely payments.

Technical Support

3.1 What’s Covered

We’ll help with installations, configurations, updates, troubleshooting, and service setup for our products.

3.2 Limitations

Support is limited to our products and services. Any customizations or modifications by you or third parties are not covered.

Account and Billing Support

4.1 Our Role

We’ll assist with account creation, management, billing queries, and plan changes (upgrades, downgrades, or cancellations).

4.2 Disputes

If you spot a billing issue, let us know within 30 days of the billing date. We’ll aim to resolve it within 10 business days.

Support Availability

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

Your Responsibilities

To help us resolve issues efficiently, please provide accurate and complete information about your concerns. You’re also responsible for securely backing up your data and following our recommended guidelines for using our services.

Limitations of Support

Our support doesn’t include:

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

Termination of Support

Support services may be terminated if:

• You don’t comply with this Agreement or other applicable policies.
• Payments for paid support remain overdue after the due date.

Changes to this Agreement

We may update this Agreement occasionally. We’ll notify you of any changes, and continued use of our services will signify your acceptance of the updated terms.

Contact Us

For questions or support requests, feel free to reach out to us at:

info@macrosparktechnologies.com

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