Service and Support
Agreement

Objective of This Agreement

This Support Agreement outlines the conditions under which AXENTRIX INNOVATIONS ("Company," "we," "us," or "our") offers operational and technical support to you, the customer ("you" or "Customer"). By accessing or using our support services, you confirm your acceptance of these terms.

Complimentary Support Coverage

All customers receive six (6) months of free support, effective from the start date of their service agreement. This support includes the following areas:

Help with Technical Issues

Guidance and troubleshooting for any technical hiccups tied directly to products and services from AXENTRIX INNOVATIONS.

Assistance with Account and Payment Matters

Help with setting up your account, making updates, understanding invoices, or addressing payment-related concerns.

Platform Usage Tips

Support for improving your system use and enhancing the overall user experience.

After the Free Support Period Ends

Subscription Obligation

Once your complimentary support window closes, continued assistance is only available through an active paid support plan.

What Paid Support Includes

All services from the complimentary period carry forward, with added features depending on the chosen plan level.

Advance Payment Required

To keep your support services running, payments must be made in advance. If payments are delayed or missed, support access will be paused.

Extra Benefits with Premium Support

Customers subscribed to premium support packages may also receive:

Fast-tracked resolution of critical concerns

Access to help outside regular working hours

Advisory support on select integrations and third-party tools

Payment Policies

Payment Schedule Options

Pay how you prefer: month-wise, quarter-wise, or once a year.

Timely Payment Responsibility

You agree to make all payments on time to avoid disruption in your support coverage.

What Technical Support Covers

We’ll assist with the following:

Installing and configuring our software

Fixing bugs or functional issues

Applying patches and relevant software updates

What Support Doesn’t Cover

Here’s what’s outside the support boundary:

Any product or service not developed by AXENTRIX INNOVATIONS

Issues caused by third-party software, mistakes in usage, or unauthorized tweaks

On-site support—unless your plan explicitly includes it

Account and Payment Help

We’ll assist with:

Changing your profile settings or subscription

Clarifying charges, resolving payment issues, and issuing receipts

Resolving Billing Concerns

Billing issues should be brought to our attention no later than 30 days after the invoice date.

 Once submitted, we’ll aim to provide a resolution within ten (10) business days.

When Support Is Available

Regular Business Hours

We operate during standard business hours: Monday–Friday, 9 AM–6 PM.

After-Hours Availability

Support outside these hours is only provided to customers with the appropriate subscription plan.

Customer Commitments

To help us help you, you agree to:

Share accurate and up-to-date details needed for support

Maintain regular backups and follow standard cybersecurity practices

What We Don’t Cover

Support excludes:

Services not directly provided by AXENTRIX INNOVATIONS

Issues caused by unauthorized modifications or external software/tools

When Support Access Ends

Your access to support may be revoked if:

You miss required payments

You breach the terms outlined in this Agreement

Changes to This Agreement

We reserve the right to revise this Support Agreement as needed. Continued use of our support services means you agree to the most recent version.

How to Reach Us

All support-related queries should be sent to axentrixinnovations5@gmail.com. By continuing to use our support services, you acknowledge and accept the above terms.