Terms and conditions

General

You agree to give us access to and information about your services, policies, and systems when necessary so that we can deliver the service to you and your customers. If your servers have issues or downtime, SupportFly Support Solutions is not liable for lost business or other damages.

Billing

Prepayment is required for all accounts. Any time a customer’s credit card number, PayPal address, or card’s expiration date changes, they must let SupportFly know. Monthly billing cycles for credit card accounts are standard. If your credit card is denied, you will have seven days to pay the balance before your account is temporarily suspended.

Plans and Price

Accounts, plans, and services prices are subject to change at any time at the sole discretion of SupportFly. When existing customers open a new account, they will be charged the fees that are in effect at that time.

Cancellation

You cannot cancel via live chat or any of our IM (Instant Messengers); instead, you must send an email to sales for authorization. Although there is no cancellation fee and no notification is needed. You have the option to terminate service at any time with 30 days’ notice.

Satisfaction Guarantee

Our server management and monitoring services at SupportFly are backed by a 100% satisfaction guarantee. Within the first 5 requests for technical assistance or 7 days of using our service (whichever comes first) from the date of signup, we will refund your based on the discussion, no questions asked.

Refunds

If a submitted ticket causes us to go above our Service Level Agreement, we will issue a prorated refund within 30 days of receiving your request. Within 30 days of the day the SLA was broken, customers can file a request for a reimbursement by submitting a Feedback ticket. The maximum return allowed is the initial price of the service. It could take up to 10 days from the time a refund is requested or granted to process.

Response Time

Depending on your assistance subscription, SupportFly guarantees a response within 20-30 minutes on average. If you open a new ticket in our helpdesk while an existing issue remains open and unresolved, the clock for the new ticket will begin counting when the older ticket is closed.

A “response” indicates that a server administrator has read the ticket, forwarded it to the most qualified technician (or himself) to resolve the issue, and acknowledged receipt of the ticket.

Our response time promise does not apply to questions about sales, billing, or anything else that is not directly related to providing service.

Data Backups

The client commits to routinely back up all critical data (either daily or weekly). Information of this type includes, but is not limited to, information about customers, hosting accounts, server configurations, and anything else the client considers crucial to the regular functioning of the business and/or servers.

These copies are made in case something goes wrong, whether by design or by accident. A recent backup of the customer’s data, including any that may have been deleted, lost, corrupted, or otherwise altered, would be available in the event of an error, accident, or other emergency.

Prior to the start of the SupportFly, the customer is responsible for maintaining full backups of all systems.

Fair Use Policy (FUP)

The standard of our output is of the utmost significance to us. We can’t lower the bar for service for everyone because one person is demanding a lot. If we determine that a customer is misusing this feature, we may restrict the number of open tickets or recommend upgrading to a paid plan. If an excessive amount of administrative time is being used, we reserve the right to cancel the account without notice.

Acceptable Use Policy (AUP)

Staff members at SupportFly will not tolerate any form of harassment or abuse. Harassment and the use of abusive language via electronic communications, such as the phone, e-mail, chat, or any other electronic means, is strictly forbidden. For severe AUP violations, SupportFly may immediately suspend or terminate the user’s account.

Negative Feedbacks

We respect the hard work and dedication required to build a successful company over time. We take great pride in our excellent reputation among the world’s server management firms and are doing everything we can to keep it that way. Therefore, we did not permit customers to air their grievances about SupportFly on any public platform before filing a formal complaint with our Quality/Escalation team. Accounts engaged in this kind of behavior will be suspended immediately and without warning. We hold our customers in the highest regard and do everything in our power to ensure their complete satisfaction. Before taking your problem to the public forums, we kindly ask that you first contact SupportFly’s Quality/Escalation Department. We value openness in our dealings with clients, and we have consistently gone above and above for them.

Disclosure of Confidential Information

The Disclosing Party may provide the Receiving Party with Confidential Information from time to time. The receiving party agrees to (a) disclose Confidential Information only to its directors, officers, employees, agents, or representatives (collectively, “Representatives”) who have a need to know such Confidential Information in connection with the current or contemplated business relationship between the parties to which this Agreement relates, and only for such purpose; (b) notify its Representatives of the Confidential Information’s confidential nature and their obligations under this Agreement, and insist that they maintain its secrecy; (c) shall use reasonable care in protecting the confidentiality of the Confidential Information, but not less than the care it uses to protect its own confidential information; and (d) shall not disclose any of the Confidential Information to any third parties (except as otherwise provided herein).

Visit https://www.supportfly.com/privacy-policy/ to learn about our recently revised policy. Before you sign up for our service, please let us know if there is anything in our “Terms of Service and Policies” that you do not agree with or understand. Contact us at contact@supportfly.io if you have any further inquiries regarding our privacy practices.

In using our services, you acknowledge that you have read, understood, and agree to be bound by our “Terms of Service and Policies.”