LAST UPDATE: 16 JAN 2019, 18:21:00 IST
Sinealpha Informatics Private Limited agrees to provide the following technical support services:
Respond to customer emails/live chat in regard to issues that may arise with services provided, Monitor and respond to network and server issues as outlined in instructions provided upon engagement. In order to resolve issues, the service provider may be required to log in to servers remotely, communicate with suppliers and/or conduct research on proper fixes.
Where relevant, you agree to provide us with sufficient detail about, and access to, your services, policies and systems to enable us to provide the service to you and your customers. Sinealpha Info Systems will not be responsible for any problems or downtimes of your servers and any kind of service interruption due to server downtime.
All accounts are set up on a pre-pay basis and set to 30 Days payment period. Customers needs to pay the amount within 30 Days of the Invoice date.
Plans and Price
Sinealpha reserves the right to change pricing terms on any accounts and plans/services at anytime. New accounts for current customers are subject to the current fees at the time the new account is opened.
Sinealpha offers a satisfaction guarantee on our server management and monitoring services. If you are not completely satisfied with our services within the first 5 technical support requests or first 7 days of using our service (whichever comes first) from the date of your signup, you will be given a 100% refund of the amount paid for that service.
The cancellation has to be made by emailing sales ([email protected]) for authorization purpose and not by informing it on live chat or any of our Instant Messengers. Although no notice is required, and there is no cancellation fee. You reserve the right to cancel the service for any reason with prior notice of 30 days.
Sinealpha offers an average response time of 30 minutes depending on the support plans. A “response” means that a Admin has read the ticket, assigned it to the engineer (or himslef) to handle the specific problem, and responded stating that the ticket resolution process has started
Sales, billing, or any other non-support related issue is not covered under our response time policy.
Full backups of all systems are the sole responsibility of the customer to maintain.
The following policies will be applicable in the case of live chat support
- We believe that our customers should not pay for what they are not required to. So If a chat ends just with a welcome message from our side will not consider against your live chat balance.
- If Sinealha live chat agents drop any message except any greeting message, it will count as one
- If the same customer hold the chat and reverts after 15 mins it will be considered as a new chat (For the same issue)
- If the old conversation ended, and the customer reverts with a new query not related to the old will be considered as a new chat, even if it is in less than 15 minutes.
Details of the Live Chat Will be shared with the invoice for each month.
Fair Use Policy (FUP)
We give prior importance to the quality of the work we do. We cannot compromise our quality of service we offer to our customers because of a single customer’s high workload. If we feel anyone is abusing this, at our sole discretion, we reserve the right to limit the amount of concurrent open tickets or refer to the next level support plan. We reserve the right at our sole discretion to terminate any account whose amount of admin time consumption negatively effects our other customers.
Acceptable Use Policy (AUP)
Abusive material against Sinealpha employees will not be permitted. Harassment and using of abusive words through phone, e-mail, chat or any other means of electronic communications is prohibited. Sinealpha reserves the right to, without notice, suspend or terminate the user’s account for any serious AUP violations
Disclosure of Confidential Information
From time to time, the Disclosing Party may disclose Confidential Information to the Receiving Party. The Receiving Party will: (a) limit disclosure of any Confidential Information to its directors, officers, employees, agents or representatives (collectively “Representatives”) who have a need to know such Confidential Information in connection with the current or contemplated business relationship between the parties to which this Agreement relates, and only for that purpose; (b) advise its Representatives of the proprietary nature of the Confidential Information and of the obligations set forth in this Agreement and require such Representatives to keep the Confidential Information confidential; (c) shall keep all Confidential Information strictly confidential by using a reasonable degree of care, but not less than the degree of care used by it in safeguarding its own confidential information; and (d) not disclose any Confidential Information received by it to any third parties (except as otherwise provided for herein).
By subscribing to and/or utilizing our services, you agree to accept, comply, and understand all of our ‘Terms of Service and Policies’ in full.