Support & Service Agreement

1. Introduction

This Support & Service Agreement explains Nectareon's product assistance, software delivery process, installation support, customization services, and support guidelines for our lifetime licensed ready-to-use business software products and white-label solutions.

2. Software Delivery Commitment

Nectareon provides purchased software products, applicable license access, documentation, installation assistance, and agreed deliverables based on the selected package and purchase agreement. Delivery timelines may vary depending on product type, customization requirements, and customer readiness.

3. Support Response Guidelines

Product support response times depend on the purchased package, request complexity, customization scope, and available support agreement.

Critical Product Issue: Initial response within 1–2 business days

Technical Assistance: Initial response within 2–3 business days

Customization Requests: Reviewed based on project scope and requirements

General Product Questions: Response based on support availability

4. Issue Resolution

Resolution timelines depend on the product, technical complexity, customer environment, third-party integrations, and customization requirements. Nectareon will make reasonable efforts to assist customers according to the applicable product support terms.

5. Product Updates & Improvements

Nectareon continuously improves software products, security practices, and product quality. Availability of updates, upgrades, or enhancements depends on the purchased license package and applicable product terms.

6. Installation & Setup Assistance

Depending on the selected package, Nectareon provides installation guidance, product configuration assistance, deployment support, and setup recommendations to help customers launch their software successfully.

7. Support Exclusions

Product support may not include issues caused by:

• Unauthorized software modifications
• Third-party service failures
• Hosting provider or server issues outside our control
• Incorrect customer configuration changes
• External API or integration failures
• Unsupported custom development changes
• Security incidents caused by customer environments

8. Customer Responsibilities

Customers are responsible for providing required hosting access, domain details, third-party accounts, branding materials, business requirements, and other information needed for installation, customization, or product delivery.

9. Third-Party Services

Nectareon software products may connect with third-party services including hosting providers, payment gateways, SMS platforms, email providers, maps, mobile app stores, and external APIs. Availability and performance of these services are managed by their respective providers.

10. Agreement Updates

Nectareon may update this Support & Service Agreement periodically to reflect product improvements, support changes, technology updates, or operational requirements. Updated versions will be published on this page.

11. Contact Information

If you have questions regarding product support, installation assistance, customization, or software delivery, please contact us through our Contact Us page or email us at sales@nectareon.com.