These Terms and Conditions (“Terms”) govern your submission of technical support tickets (“Tickets”) to Maasai Consults Limited (“Maasai Consults,” “we,” “us,” or “our”). By submitting a Ticket, you (“User,” “you,” or “your”) agree to comply with and be bound by these Terms.
1. Scope of Support:
- Maasai Consults provides technical support related to the products and services explicitly covered under your existing support agreement or contract.
- Support is limited to issues that directly impact the functionality and performance of our products and services.
- We reserve the right to determine the scope of support provided.
- Support excludes issues caused by third-party software, hardware, or network configurations not explicitly supported by Maasai Consults.
2. Ticket Submission:
- Tickets must be submitted through the designated support portal or email address provided by Maasai Consults.
- You must provide accurate and complete information in your Ticket, including:
- Your name, contact information, and account details.
- A clear and detailed description of the issue, including error messages, screenshots, and relevant logs.
- The steps you have already taken to troubleshoot the issue.
- The affected product or service.
- The urgency of the issue.
- We reserve the right to request additional information as needed to resolve your Ticket.
- Incomplete or inaccurate information may delay or prevent resolution of your ticket.
3. Support Response and Resolution:
- We will make reasonable efforts to respond to your Ticket within the timeframe specified in your support agreement or contract.
- Response times may vary depending on the severity and complexity of the issue, as well as the current support volume.
- We will provide updates on the progress of your Ticket through the support portal or email.
- We will make reasonable efforts to resolve your Ticket in a timely manner.
- We do not guarantee a specific resolution time.
- Resolutions might include but are not limited to, providing software updates, configuration changes, or workarounds.
4. User Responsibilities:
- You are responsible for maintaining the confidentiality of your account credentials.
- You are responsible for backing up your data before submitting a Ticket, as we are not liable for data loss.
- You agree to cooperate with our support team and provide necessary information and access to resolve your Ticket.
- You agree to refrain from abusive or offensive language when communicating with our support team.
- You agree to follow any reasonable instructions provided by our support team.
5. Limitation of Liability:
- Maasai Consults is not liable for any direct, indirect, incidental, consequential, or punitive damages arising from your use of our technical support services.
- Our liability is limited to the fees paid for the specific support service under your existing agreement.
- We are not responsible for lost profits, lost data, or business interruption.
6. Changes to Terms:
- Maasai Consults reserves the right to modify these Terms at any time.
- We will notify you of any changes by posting the updated Terms on our website or through other communication channels.
- Your continued use of our technical support services after any changes constitutes your acceptance of the new Terms.
7. Governing Law:
- These Terms shall be governed by and construed in accordance with the laws of the Republic of Uganda.
8. Contact Information:
- For any questions or concerns regarding these Terms, please contact us at:
- [Your Company Email Address]
- [Your Company Phone Number]
- [Your Company Physical Address]
9. Ticket Closure:
- A ticket will be closed when the reported issue is resolved, or if the user fails to respond to our support team within a reasonable timeframe.
- A user may request a ticket be re-opened if the issue resurfaces within a reasonable time frame, as determined by Maasai Consults.
By submitting a Ticket to Maasai Consults Limited, you acknowledge that you have read, understood, and agree to these Terms and Conditions.
