This Technical Support & Service Agreement ("Agreement") outlines the terms under which The Crestfield Global ("Company," "we," "our," or "us") provides technical assistance for our technology solutions. By accessing our support services, you ("Customer") acknowledge and agree to comply with these terms.

Complimentary Support Period

Customers receive six (6) months of free technical support from the date their service contract begins. During this period, they are entitled to:

• Technical Troubleshooting – Assistance with diagnosing and resolving technical issues related to our proprietary solutions.
• Performance Optimization – Guidance on improving service efficiency and resolving performance concerns.
• Account Setup & Assistance – Support for creating and managing accounts, including user preferences and settings.
• Billing Support – Help with invoices, payment adjustments, and billing inquiries.
• Subscription Modifications – Assistance with plan upgrades, downgrades, or cancellations.
• Product Guidance – Insights into product features, functionalities, and usage best practices.

Extended Support via Paid Plans

Once the complimentary support period ends, customers can continue receiving expert assistance through paid support subscriptions. These plans ensure uninterrupted access to essential services.

• Structured Support Tiers – Multiple plans available, each offering varying levels of service.
• Seamless Transition – Customers are notified before their free period ends, allowing them to select a plan that best fits their needs.
• Comprehensive Assistance – Support includes troubleshooting, account management, and billing help.
• Exclusive Benefits – Higher-tier plans come with faster response times and dedicated account managers.
• Upfront Payment Requirement – Support plans must be renewed in advance to avoid service disruptions.
• Lapsed Plan Consequences – Failure to renew may lead to temporary suspension of support services.

Why Choose Premium Support?

Premium support subscribers gain access to enhanced service perks designed to minimize downtime and maximize efficiency.

• Faster Resolutions – Priority-based ticketing ensures quicker issue handling.
• Extended Availability – Support beyond standard hours, including weekends and holidays.
• Advanced Troubleshooting – Assistance for applicable third-party integrations (subject to compatibility).
• Dedicated Support Team – Personalized assistance from experienced technical specialists.
• Performance Audits – Periodic checks and optimizations to maintain service efficiency.
• Customized Solutions – Tailored technical guidance based on specific business needs.

Comprehensive Support Coverage

Our technical team provides end-to-end assistance, covering various aspects of service and system management.

• Installation & Configuration – Setup support for smooth implementation.
• Software Error Resolution – Fixes for technical glitches and performance issues.
• Routine Maintenance – Ensuring software stability and efficiency.
• Update Assistance – Guidance on applying critical updates for security and functionality.
• Account Security Recommendations – Best practices for maintaining a safe and reliable system.
• Service Limitations – Assistance is restricted to our proprietary products; unauthorized modifications are not covered.

Billing & Account Support

Customers can access support for account and payment-related concerns, ensuring hassle-free service management.

• Subscription Adjustments – Assistance with modifying service plans.
• Billing Inquiries – Clarifications regarding charges, invoices, and transaction history.
• Payment Dispute Resolution – Issues must be reported within thirty (30) days of the transaction.
• Resolution Timeframe – Disputes are typically settled within ten (10) business days.
• Account Recovery – Help with password resets, access issues, and security settings.
• Cancellation & Refund Policies – Guidelines on service termination and applicable refunds.

Support Availability & Communication Channels

Our team ensures reliable and timely support through designated service hours and priority-based handling.

• Standard Support Hours – Available via email from Monday to Friday, 9:00 AM to 6:00 PM (local time).
• Critical Assistance – Select premium subscribers receive emergency support outside regular hours.
• Ticket-Based System – Customers must provide clear issue descriptions and relevant details for quicker resolution.
• Response Time Variations – Based on the nature of the request and service tier.
• Live Support Options – Available for higher-tier subscribers with dedicated account managers.
• Proactive Notifications – Customers receive alerts for important service updates.

Customer Responsibilities & Service Restrictions

To facilitate a smooth support experience, customers must adhere to certain guidelines.

• Accurate Issue Reporting – Provide precise descriptions and supporting details when raising concerns.
• Data Backup – Customers are responsible for maintaining backups before requesting technical assistance.
• Policy Compliance – Adherence to service guidelines is mandatory for continued support.
• Exclusions – Issues caused by unauthorized modifications, third-party software, or misuse are not covered.
• On-Site Support – Not included unless explicitly specified in premium support plans.
• Service Termination Risks – Support access may be revoked if policies are violated.

Suspension & Termination Policies

Support services may be temporarily suspended or permanently terminated under the following conditions:

• Violation of Agreement Terms – Breach of service policies results in immediate suspension.
• Non-Payment of Support Plans – Services are withheld if renewal payments remain overdue.
• Misuse of Support Services – Excessive, fraudulent, or inappropriate use leads to service restrictions.
• Security Risks – Suspicious activities or system threats may prompt service suspension.
• Account Termination Requests – Voluntary account deactivation results in service discontinuation.
• Policy Non-Compliance – Repeated failure to adhere to service guidelines may lead to termination.

Agreement Updates & Revisions

We reserve the right to update this Agreement as necessary.

• Policy Modifications – Any changes will be officially communicated.
• Customer Acknowledgment – Continued use of our support services implies agreement to revised terms.
• Periodic Review Recommended – Customers are encouraged to stay informed about service changes.
• No Retroactive Changes – Updates apply only from the effective date of the revision.
• Feedback Consideration – Suggestions from customers help refine our support offerings.
• Compliance with Industry Standards – Policies are updated to align with evolving technological and legal frameworks.

Need Help? Get in Touch!

For inquiries regarding this Agreement or technical support, please contact us at info@thecrestfieldglobal.com.