Service Level Agreement (SLA)
Response Times
For Standard Technical Support, Billing Queries,
and Sales Queries, we will use our best endeavors to respond
to a minimum of 90% of Valid Queries within 30 minutes of
the query being lodged, and to provide the relevant customer
with an effective answer to their query within 6 hours of
the query being lodged.
Notice
You agree to correspond with eTechSupport (http://eTechSupport.net).
If eTechSupport needs to contact you for any reason we will
do so via email, instant messenger or SMS, In emergency we
can use phone to reach you.
You agree to notify us promptly of any changes
to your email address or other contact details.
Money back guarantee
If you cancel the Service within 30 days of
the start of this Agreement, and request a refund within 7
days of cancellation, we will refund full portion of the payment
made by you for the cancelled services within 7 days of your
refund request.
Prices
Prices are subject to change with prior notice
of 2 months. Any change in monthly fees will apply to your
next service period, but will not be payable for your current
service period.
Cancellation of Service
You may cancel the Agreement at any time by
providing eTechSupport with written authorisation to cease
the Service.
Since all fees are payable in advance, in order
to avoid charges for a subsequent billing cycle, you need
to cancel the Service prior to the end of the current billing
cycle. We recommend that you cancel your subscription (if
relevant) prior to your next billing date, and also advise
us of your intentions in writing prior to the end of your
current billing cycle so that we know to cease providing the
service, and then no further charges will be payable.
You reserve the right to cancel the Service
for any reason with prior notice of 7 days. We will not cancel
the service from our part without notification of 30 days.
No Third-Party Support
Unless we explicitly agree otherwise in writing,
we will only provide support to your Direct Customers and
not to customers of any other company/entity. For example,
if you have multiple companies then you would need to purchase
a separate Support Plan for each company.
We reserve the sole right to decide which customers
are Direct Customers and which customers are not.
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