Terms and Conditions for Monthly Maintenance Services by Misoftwares

Welcome to Misoftware! These terms outline the guidelines for using our Monthly Maintenance Services. By subscribing to our services, you confirm that you have read, understood, and agreed to these terms. 

1. Support Services

Priority Text Support

– Our team provides dedicated text-based support from **9:00 AM to 10:00 PM IST (GMT+5.30)**, Monday to Friday.  

– This includes prompt assistance for general queries via various communication channels. 

Priority Technical Support

– For technical assistance, our support hours are **10:00 AM to 7:00 PM IST (GMT+5.30)**, Monday to Friday.  

– Please note that weekends (Saturday and Sunday) are non-operational days. 

Live Chat via WhatsApp Groups

– We offer live chat support through WhatsApp groups from **9:00 AM to 10:00 PM IST (GMT+5.30)**, Monday to Friday.  

– The number of participants per group depends on the selected package:  

– Entry Package: 1 participant  

– Essential Package: 2 participants  

– Exclusive Package: 3 participants  

– Elite Package: 5 participants 

2. Additional Benefits

Upcoming Release Roadmap

– Clients receive an overview of upcoming updates tailored to their software. Detailed release roadmaps are available upon request. 

Dedicated Support Manager

– A dedicated support manager will be assigned to oversee your plan and address your needs.  

– The manager ensures efficient communication, tracks service usage, and assists with queries or special requirements. 

3. Maintenance Services

System Updates

– We provide regular updates for the admin panel and associated apps.  

– Any implemented customizations will seamlessly integrate into the updated system to maintain consistency. 

Branding Adjustments

– Logo changes, text edits, and theme color updates are included in the service.  

– Clients must provide the necessary content for these updates. 

Bug Fixes

– We prioritize and resolve system-related bugs promptly.  

– Resolution timeframes vary based on the issue’s complexity. 

Customizations

– Customization services are offered as per the selected package:  

Exclusive Package: 5 hours/month  

Elite Package: 18 hours/month  

– This eliminates the need for third-party developers, offering a more streamlined experience.

App Version Releases

– We assist with publishing new versions of apps on both the Google Play Store and Apple App Store.  

– For apps not originally published by Misoftware, we require access to the JKS file for publication. 

System Maintenance

– Our team ensures uninterrupted system performance by managing servers, monitoring uptime, and maintaining security. 

4. General Terms

Unused Resources

– Unused service hours or resources cannot be rolled over to the next month. 

Tasks Outside the Scope

– Any tasks beyond the package’s scope will be charged separately. 

Disclaimer

– We strive to enhance our services and may update these terms periodically. Clients will be notified of significant changes.  

– These terms are governed by Misoftware’s policies and practices. 

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