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Support & Maintenance Terms Policy

These Support and Maintenance Terms (“Agreement”) are provided by Al-Bari Technologies (“we”, “us”, or “our”) to customers ("you" or "your") who have subscribed to our ERP solutions. These terms outline the level of support, maintenance, and services provided for our ERP software

By using our software, you agree to these terms.

Support Services

1.1 Included Support

  • Technical Assistance: We provide assistance related to software usage, troubleshooting, and bug fixes.
  • Email & Phone Support: Available during business hours (Monday to Friday, 9:00 AM to 6:00 PM, local time).
  • Helpdesk Access: You will have access to our dedicated helpdesk for issue reporting and tracking.
  • knowledge Base:Access to self-help articles, user manuals, and FAQs.

1.2 Exclusions

Support does not include assistance for:

  • Customizations, third-party integrations, or features not included in the standard package
  • Issues related to hardware, networking, or other external systems not related to the software itself.
  • User errors or system misuse

1.3 Response Time

We aim to respond to all support requests within the following timeframes:

  • Critical Issues (System Down, Major Bug): Response within 2 hours
  • High Priority (Minor Bugs, Non-Critical Errors): Response within 24 hours
  • Low Priority (General Queries, Training): Response within 2 business days

Maintenance Services

We are committed to ensuring the ongoing reliability and performance of our ERP solutions. The following maintenance services are provided:

2.1 Included Maintenance

  • Software Updates: Regular updates to improve functionality, security, and performance.
  • Bug Fixes: Patches to resolve any identified software issues.
  • System Enhancements: Periodic upgrades to enhance features and capabilities based on customer feedback.

2.2 Scheduled Maintenance

  • Maintenance Windows: Periodic updates and improvements may require scheduled maintenance. You will be notified in advance if any service interruptions are expected.
  • Service Downtime: We will aim to minimize downtime during maintenance, but some brief interruptions may occur.

2.3 Exclusions

Maintenance does not include:

  • Major customizations or new features outside the scope of your subscription plan.
  • Any modifications to third-party applications or integrations.

Service Levels & Availability

We strive to ensure our ERP solution is available at all times. However, Al-Bari Technologies does not guarantee uninterrupted access. In the event of downtime due to system maintenance or other causes, we will work diligently to restore service as quickly as possible.

3.1 Service Level Agreement (SLA)

Our SLA for support services includes:

  • Uptime Guarantee: We aim to provide 99.9% uptime annually, excluding scheduled maintenance windows.
  • Incident Resolution:We aim to resolve critical issues within 24 hours, and high-priority issues within 72 hours, subject to their complexity.

Fees for Support & Maintenance

The cost of support and maintenance is included in your subscription plan. However, certain services may incur additional charges, including but not limited to:

  • Custom Development: Any changes or enhancements to the software outside the standard features.
  • Training: Additional training sessions not covered under the plan.
  • Third-Party Integration: Assistance with integrating third-party tools or systems.

You will be notified in advance of any additional charges.

Customer Responsibilities

To ensure effective support and maintenance, you agree to:

  • Provide accurate and detailed issue descriptions
  • Maintain updated hardware and software environments
  • Report malfunctions or defects promptly

Term & Termination

This Agreement will remain in effect as long as you continue your subscription to our ERP software. Either party may terminate the Agreement with prior written notice if the other party breaches any material terms.

6.1 Cancellation Process

To cancel support or maintenance services, you must notify us in writing at least 30 days in advance. Cancellations may result in loss of access to support or maintenance services, depending on the timing of your subscription renewal.

Limitation of Liability

While we strive to offer the best support and maintenance, Al-Bari Technologies will not be liable for:

  • Loss of data or profit due to service interruptions.
  • Errors or omissions caused by third-party software or hardware
  • Indirect or consequential damages arising from the use of our ERP solution.

Modifications to the Terms

We reserve the right to modify or update these terms at any time.

Any significant changes will be communicated to you in advance, and you will be required to acknowledge and accept the updated terms.

Contact Us

If you have any questions about our Support & Maintenance Terms, please contact us: