Terms of Service

On this Terms Of Service Agreement, the usage of “us”, “we”, “our”, and “ours” shall refer to Support Hives Internet Solutions and our services rendered using the brand supporthives.com or SupportHives. The usage of “you”, “your”, “they”, and “them” will be towards our customers

Overview

Welcome to www.supporthives.com. Thank you for visiting this website. Please read the following terms of use. The following terms of use are stipulations of a legal agreement between you and SupportHives. By using, accessing or browsing through this website, you are conceding that you have read, understood and agreed to comply by these terms. You also agree to conform to all appropriate laws and regulations. Please use this website only if you agree to these terms of use. These terms of use are subject to change and modifications. SupportHives may amend the following terms of use and any other information on this website, at any point of time, without prior notice. The updated or changed terms of use and other information would be posted on this website.

General

This website is stringently protected by copyright. The copyright terms and conditions must be strictly followed. This website, the information and all the content on this website should not be republished, reproduced, reposted, distributed, transmitted, copied, uploaded or used for any work without the prior and written consent of SupportHives, unless SupportHives allows you non- transferable, non-exclusive and limited permission to exhibit the pages of this website, on your computer for your personal and non-commercial use of the information. None of the content on this website may be mirrored on another website or on any other media. However you cannot modify any of the content and you must abide by the copyright, propriety notices, conditions and trademark mentioned in this website.

Disclaimer

www.supporthives.com may contain clerical errors, typographical errors and inaccuracies. SupportHives specifically disclaims any compulsion to update this website or any of the information in this website. SupportHives alone reserves the right, in its sole discretion to correct errors or omissions in this website. SupportHives may make any other change to the website and its content at any time without prior notice. SupportHives does not guarantee the accuracy, reliability or completeness of any statement, opinion or any other information exhibited or dispersed through this website. We will not be responsible for any kind of data loss for the services at all. We do not provide any kind of warranties or rights for any particular service or purpose. Customer will be responsible for the selection for the appropriate choice of the service for the use.

One Time Fees

This is applicable for one time tasks ( eg : server hardening, server optimization. third-party application installation..etc ) and for hourly system administration. This fees should be paid in advance unless otherwise agreed in other conditions.

Monthly Service Fees

Fees for services and products ordered by the customer shall begin on the date of the initial order and that date shall serve as the monthly anniversary date for all future invoices, cancellation and service credit. Customers agree to pay all taxes applicable to your account. Disputed charges to your credit card issuer, will result in service interruption, and reconnection fees to restore the desired service

Service Credits

You can use service credit to pay existing bills or purchase additional billable items and services. Service credit is not available as cach back and will expire when customer cancels the services.

Failure to Pay

SupportHives may temporarily or permanently deny service or terminate this agreement upon the failure of the customer to pay service charges when due. Customer is still responsible for paying the remaining bills even after the termination. Service will be interrupted on accounts that reach 7 days past due.

Service Cancellation / Service Downgrade

Customers need to contact our billing department 3 days prior if want to cancel or downgrade the monthly services.

Back Up

Customers are responsible for maintaining their own backups on their own personal computers or other computers, unless subscribed for backup services explicitly.

Response Time

This is the time required to update a newly opened ticket. Guaranteed response time for Dedicated Support Plan is 30 minutes, Semi-Dedicated Support Plan is 45 minutes and Shared Support Plan and for all other support plans the response time is 60 minutes. Response time is guaranteed for all plans listed in our site. If we ever fail to match the response time mentioned in the plan page, we request you to please note the ticket ID and report it to “hey@supporthives.com”.

Resolution Time

This the time required to fully resolve an issue or ticket. Resolution time for Dedicated Support Plan is 4 hours, Semi-Dedicated Support Plan is 6 hours and Shared Support Plan and for all other support plans the resolution time is 8 hours. We match the response time for almost every cases except for some cases such as, data recovery, migration, PCI compliance...etc If we ever fail to match the response time mentioned in the plan page, we request you to please note the ticket ID and report it to “hey@supporthives.com”.

Data

All customer information will be safe with us. That includes but not limited to server login details, customer data and other customer information shared for the purpose of rendering services.

Payment Methods

You can pay us using Credit Card, Debit Card, Direct Banking.

 

Advice

We disclaim any warranties, representations, claims with regard to the service, systems, internet or infringement alerts to any third party rights.

We do not waiver any rights ever.

We will be notifying you by email of any notices that is required to provide to you to the current e-mail address you have provided to SupportHives

All details or questions can be send to our contact address on our contact page.

Jurisdiction and venue for arbitration or litigation of any dispute, controversy, or claim arising out of, in connection with, or in relation to this Agreement, or the breach thereof shall be proper only in a venue determined by SupportHives

Any kind of abuse/yelling verbally or written towards our staff is not permitted and we can take the right to discontinue the service for the same.

The contents of the Website do not constitute advice and should not be relied upon in making or refraining from making, any decision. Changes to Website, Software, and Services. SuportHives reserves the right to:

Change or remove (temporarily or permanently) the website or any part of it without notice and you confirm that SupportHives shall not be liable to you for any such change or removal

Change, remove, or discontinue any software, service, or promotion (including but not limited to any previsions, parts thereof, licensing, pricing) as advertised on this website at any time without notice and you confirm that SupportHives shall not be liable for any such change or removal

Change or discontinue any promotional discount vouchers or coupon codes at any time with notice and you confirm that SupportHives shall not be liable for any such change or removal.

Change this Agreement at any time, and your continued use of the Website following any changes shall be deemed to be your acceptance of such change.

Links to Third Party Website's

The Website may include links to third party website's that are controlled and maintained by others. Any link to other website's is not an endorsement of such website's and you acknowledge and agree that we are not responsible for the content or availability of any such sites.

Indemnity

Customer agrees to defend, indemnify, and hold harmless SupportHives , against any losses, claims, damages, liabilities, penalties, actions, proceedings or judgments (collectively, “Losses”) to which an indemnified party may become subject and which Losses arise out of, or relate to this Agreement or Customer’s use of the Services, and to reimburse an indemnified party for all legal and other expenses, including reasonable attorneys’ fees incurred by such indemnified party in connection with investigating, defending, or settling any Loss whether or not in connection with pending or threatened litigation in which such indemnified party is a party.

No Third-Party Support

Unless we explicitly agree otherwise in writing, we will only provide support to your Direct Customers and not to customers of any other company/entity. We reserve the sole right to decide which customers are Direct Customers and which customers are not.

Money Back Policy

All SupportHives products and services are covered under 30 days money back period.For getting this refund you need to submit the request before the end of 30th day from start of service. Post 30th day of service, there shall be no refund processed. For any concerns, please write to us at hey@supporthives.com

Prices and Plans

All prices and plans are subject to change with prior notice of 45 Days. Any change in monthly fees will apply to your next service period, but will not be payable for your current service period.

Free License Policy

SupportHives technologies provides free licenses for our software products. It will be related to a product or service and valid as long as you have an active subscription of the specific service.

No Coding Support

We won't provide any code editing or scripting support in technical support, server management, hosting plans. If you need script editing or coding support, you need to purchase development plans or one time support requirement by writing to us on “hey@supporthives.com”.

Termination of Service

You may cancel the products or services at any time by providing SupportHives with the cancellation request. Since all fees are payable in advance, in order to avoid charges for a subsequent billing cycle, you need to cancel the service/product prior to the end of the current billing cycle. We recommend that you cancel your subscription (if relevant) prior to your next billing date, and also advise us of your intentions in writing prior to the end of your current billing cycle so that we know to cease providing the service, and then no further charges will be payable.

Service interruptions

SupportHives shall not be responsible for any delay or failure in performance, where the delay or failure results from reasons beyond the control of SupportHives. This include but not be limited to "act of God", riots, acts of war, fire, theft, power failure any mechanical, electronic, or communications failure or other disasters.

Non-solicitation

The client agrees to never contact any of SupportHives managers, administrators, techs, or contractors for any position outside of their current employment with SupportHives. You will not directly or indirectly, during this Agreement and upto 1 year from ending of agreement solicit, engage, employ, contract or otherwise work in any manner with any person who is employed or engaged for you.

Staff scheduling

We reserve the right to assign staff to shift times as we see fit. SupportHives has the right to rotate the staff shifts and to re-assign or remove a staff from your team with or without notification. This is to make sure that no staff is freezed on a particular shift for a long time.

Limitation of Liability

SupportHives is not liable for any direct, indirect, incidental, consequential, punitive, or other damages (including, but not limited to, economic losses, lost profits, lost revenues, or lost data) resulting from the use of SupportHives services by customer or any third parties, regardless of the form of action or theory of liability, or any loss of data resulting from delays, nondeliveries, misdeliveries or service interruptions.

Acceptable Use Policy (AUP)

SupportHives Acceptable Use Policy (“AUP”) is provided to give our customers and users a clear understanding of what SupportHives expects of them while using the service.

NOTICE: All Payments To SupportHives Are Nonrefundable Unless Otherwise Stated.

All services provided by SupportHives may be used for lawful purposes only. Transmission, storage, or presentation of any information, data, or material in violation of any applicable law or regulation coming to or from any unauthorized network or system is prohibited. This includes, without limitation, material protected by copyright, trademark, trade secret or other intellectual property rights used without proper authorization; government and military data protected by law and national security; university and academic data protected by public policy; sales of drug paraphernalia, and material that is defamatory, constitutes an illegal threat, or violates export control laws. Any violation of the above which compromises the integrity of SupportHives is strictly prohibited.

SupportHives shall not support any service which violates or infringes in any way upon the rights of others, which is unlawful, threatening, abusive, defamatory, invasive of privacy or publicity rights, profane or otherwise objectionable, which encourages conduct that would constitute a criminal offense, give right to civil liability or otherwise violate any law.

Promotion of any illegal activity, are prohibited, links to such materials are not be supported. Actual files, including but not limited to pirated software and hacker programs are strictly prohibited from being supported by SupportHives.

Severability

Your access to and use of all products and services of SupportHives Technologies are subject exclusively to these Terms and Conditions. You will not use the Website for any purpose that is unlawful or prohibited by these Terms and Conditions. By using the Website you are fully accepting the terms, conditions and disclaimers contained in this notice. If you do not accept these Terms and Conditions you must immediately stop using the Website. In the event that any provision of this Agreement is declared by any judicial or other competent authority to be void, voidable, illegal or otherwise unenforceable or indications of the same are received by either you or us from any relevant competent authority, we shall amend that provision in such reasonable manner as achieves the intention of the parties without illegality or, at our discretion, such provision may be severed from this Agreement and the remaining provisions of this Agreement shall remain in full force and effect.

Entire Agreement

These terms and conditions together with any documents expressly referred to in them, contain the entire Agreement between us relating to the subject matter covered and supersede any previous Agreements, arrangements, undertakings or proposals, written or oral: between us in relation to such matters. No oral explanation or oral information given by any party shall alter the interpretation of these terms and conditions. In agreeing to these terms and conditions, you have not relied on any representation other than those expressly stated in these terms and conditions and you agree that you shall have no remedy in respect of any misrepresentation which has not been made expressly in this Agreement. Applicable Law and Dispute The laws of the Republic Of India shall be the governing law and the Indian courts shall have exclusive jurisdiction to settle any dispute arising