This Service and Support Agreement ("Agreement") establishes the terms under which Prim Vista ("Company," "we," "our," or "us") offers technical support and assistance for its products and services. By using our support services, you ("Customer") agree to the conditions outlined in this document.

Complimentary Support Period

We provide free support for the first six (6) months from the start of your service agreement. During this period, you will receive:

Technical Assistance

Help with troubleshooting, bug fixes, and performance-related issues.

Support is limited to problems directly related to our products and services.

Account and Billing Assistance

Support for account setup, configuration, and management.

Assistance with resolving billing issues and clarifying invoices.

General Inquiries

Answers to questions about our services, features, and usage.

Recommendations on best practices to ensure optimal performance.

Paid Support Services

Once the free support period concludes, continued access to support will require a paid support plan.

Subscription-Based Support

Support plans are available through a subscription model, with pricing and plan details provided prior to the expiration of your free support period.

Scope of Paid Support

The paid plan includes all services covered in the complimentary support package.

Premium support plans may offer priority assistance and dedicated account management.

Payment and Renewal

Payments must be made in advance to continue access to support services.

Support may be suspended if payment is not received on time.

Additional Features of Paid Support

Priority support for urgent issues.

Extended support availability, including weekends and holidays.

Advanced troubleshooting assistance for third-party tool integrations.

Payment Terms

Support plans are billed monthly, quarterly, or annually, depending on your selected plan.

Payments must be made in advance to avoid any disruptions to services.

Technical Support Coverage

Included Services:

Assistance with service installation, setup, and configuration.

Help with troubleshooting errors and performance problems.

Providing updates and software patches.

Limitations of Support:

Support is limited to our products and services.

We do not provide support for custom modifications made by customers or third parties.

Account and Billing Support

Services Provided:

Assistance with account creation, updates, and profile management.

Support for billing inquiries, corrections, and payment issues.

Help with plan modifications, upgrades, or cancellations.

Billing Disputes:

Discrepancies should be reported within 30 days of the billing date.

We will review and resolve disputes within ten (10) business days.

Availability of Support

Standard support is available via email Monday to Friday, from 9:00 AM to 6:00 PM (local time).

Critical issues may be addressed outside of standard hours depending on your support plan.

Responsibilities of the Customer

Provide accurate information to assist in resolving issues.

Maintain secure backups of your data and follow best practices for system usage.

Exclusions and Limitations of Support

Our support does not cover:

Third-party products or services not offered by us.

Issues arising from unauthorized modifications, misuse, or negligence.

On-site support, unless specifically included in a premium support package.

Termination of Support Services

Support services may be terminated if:

The customer fails to comply with this Agreement or other policies.

Payments for paid support plans are not made by the due date.

Modifications to the Agreement

We retain the right to amend or modify the provisions of this Agreement at any point. Continued use of our support services after modifications signifies acceptance of the revised terms.

How to Contact Us

For any questions or requests regarding support, please contact us at: info@primvista.com

By utilizing our support services, you confirm that you have read, understood, and agree to the terms of this Agreement.