This Service and Support Agreement (the "Agreement") defines the terms under which CRESTFIELD GLOBAL (referred to as "Company," "we," "our," or "us") provides technical support and assistance for its products and services. By utilizing our support services, you (the "Customer") consent to the terms set forth in this Agreement.

Complimentary Support Period

We provide complimentary support for the first six (6) months from the initiation of your service agreement. During this timeframe, the following support options are available:

• Technical Assistance:

Troubleshooting, performance optimization, and issue resolution related to our services. Our support is restricted to problems directly caused by our solutions.

• Account & Billing Help:

Assistance with setting up, managing, and modifying accounts, as well as resolving billing-related inquiries.

• General Guidance:

Answers to common queries, explanations of features, and best practices for optimizing service usage.

Extended Support Plans

Once the six-month complimentary period concludes, continued access to support services requires a paid subscription. The details include:

• Subscription-Based Plans

Support plans are available on a recurring subscription basis, with pricing shared before the free support period ends.

• Comprehensive Support Coverage

Paid support includes all services covered under the complimentary period, along with premium options such as priority handling and dedicated account management.

• Payment & Plan Continuation

Payments for support plans must be made in advance to maintain uninterrupted access. Failure to renew will result in service suspension.

• Premium Support Features

Expedited responses, extended service hours, and advanced troubleshooting for third-party integrations are included in higher-tier plans.

• Billing Terms

Customers can select monthly, quarterly, or annual billing cycles, with upfront payments required for continued service.

Technical Assistance Scope

What’s Included:

• Help with installation, setup, and system configuration.
• Diagnosis and resolution of technical issues.
• Updates and patches to improve software performance.

Limitations:

• Support is limited to our products and services.
• Issues arising from unauthorized modifications or third-party customizations are not covered.

Billing & Account Management Support

Available Services:

• Assistance with creating, modifying, and managing accounts.
• Clarifications on billing statements and transaction corrections.
• Information on upgrading, downgrading, or canceling plans.

Dispute Resolution:

• Billing disputes must be raised within thirty (30) days of the charge.
• Our team will process and resolve claims within ten (10) business days.

Support Availability

• Our support team is available via email from Monday to Friday, 9:00 AM to 6:00 PM (local time).
• Emergency support outside standard hours may be offered under specific plans.

Customer Obligations

To ensure effective assistance, customers must:

• Provide clear and accurate details regarding their issue or inquiry.
• Maintain secure data backups and adhere to recommended best practices.

Support Limitations

Our services do not cover:

• Troubleshooting third-party products or software.
• Issues caused by unauthorized modifications or improper use.
• On-site technical support, unless explicitly included in a paid plan.

Termination of Support Services

Support services may be discontinued if:

• Customers violate this Agreement or other applicable policies.
• Payments for paid support plans remain overdue beyond the due date.

Policy Updates

We reserve the right to modify this Agreement as necessary. Updates will be communicated, and continued use of our services implies acceptance of the revised terms.

Contact Us

For inquiries about this Agreement or support requests, please reach out to us at admin@thecrestfieldglobal.com.

By using our services, you confirm that you have reviewed and agreed to these terms and conditions.