This document ("Agreement") outlines how ratiocinatedynamics.com ("Ratiocinate Dynamics Private Limited," "we," "us," or "our") delivers support services tied to its offerings. By seeking assistance from our team, you ("Customer") agree to comply with the terms detailed below.
Initial Six-Month Support Inclusions
Clients receive complimentary support for the first six (6) months from the date their service engagement begins. During this time, our assistance extends to:
- Technical Queries and Troubleshooting
We address glitches, software errors, and technical hiccups directly tied to the products or services you've received from us.
- Help with Accounts and Payments
We support you with account setup, configurations, changes, billing clarifications, invoice-related concerns, and payment issues.
- Guidance and Usage Support
We provide help with product navigation, usage techniques, and suggestions to get the most from your service.
Support Continuation via Subscription Plans
After the initial support period ends, clients can continue to access assistance by subscribing to one of our paid plans.
- Types of Paid Support Options
Flexible support subscription plans are available. You will receive details about them before your complimentary period concludes.
- What Paid Plans Include
All the benefits from the initial support window are included. Higher-tier plans offer fast-lane responses and a dedicated representative.
- Prepayment Requirement
To ensure your support stays active, payments need to be settled in advance. Late or missed payments will cause service disruption.
Advanced Plan Benefits
Upgrading to premium support provides a few extra perks:
- Faster Response for Urgent Requests
Emergency issues receive priority attention.
- Support Beyond Regular Office Hours
You may access help even during weekends or holidays, depending on your plan.
- Expert-Level Help
You’ll also receive specialized assistance for integrations or other third-party software needs.
Billing and Payment Instructions
- Plan Selection and Frequency
Choose a plan that matches your needs: monthly, quarterly, or yearly. Just be sure your payments are made in time.
What Technical Support Covers
- We Assist With
Setup, software installation, technical troubleshooting, and updates or patches linked to your current plan.
- We Don’t Cover
We won’t cover third-party applications or changes you’ve made without consulting us.
Support for Account & Billing Needs
- What You Can Ask About
Support with profile management, changes to your payment method, and other billing issues.
- What to Do if Something’s Off
Noticed an error on your invoice? Let us know within 30 days. We'll investigate and sort it within ten (10) business days.
When We're Available
- Standard Working Hours
Support operates Monday to Friday, 9:00 AM to 6:00 PM (local time), via email.
- For Serious Situations
Depending on your plan, we may assist outside those hours if something urgent comes up.
Your Role as a Customer
Please ensure that you:
- Provide all necessary details when raising a request.
- Keep regular backups of your data.
- Stick to recommended security guidelines.
What Our Support Doesn’t Include
We do not assist with:
- Tools or platforms not offered by us.
- Mistakes caused by unauthorized tampering or incorrect usage.
- In-person support unless clearly mentioned in a premium plan.
Ending the Support Agreement
Support access may be revoked if:
- You breach any part of this Agreement.
- Payments for ongoing support aren’t completed on time.
Updates to These Terms
We may make changes to this Agreement. Continuing to use our support system after changes means you agree to the updated terms.
Need Help?
If you require clarification or further help, reach out to us at info@ratiocinatedynamics.com.
By requesting our support, you confirm that you've read and agree to everything written in this Agreement.