Technical Support Agreement

1. Scope of Support

1.1 Included Support: MarutiX provides technical support limited strictly to its own proprietary Software:

• Initial installation guidance (Self-Hosted deployments)
• Configuration assistance for standard supported features
• Core bug reporting and reproduction verification testing
• Over-the-air updates, patches, and hotfixes (for customers with active maintenance)
• General usage questions on licensed features

1.2 Excluded Support: MarutiX does not provide support for:

• Operating system, hosting, or server-level management (Linux/Windows administration, SSH management, web server configs)
• Database tuning, server firewalls, Cloudflare/CDN, SSL, DNS records, or local network routing
• Third-party integrations, custom plugins, community themes, or customer code modifications
• Customer’s own end-client support or end-user customer service
• Data recovery, server backups, or disaster recovery restorations
• Issues caused by unsupported server environments or outdated software versions
• On-site services or in-person technical interventions
• Server migrations, cPanel/Plesk account transfers, or bulk database imports (available as a paid professional service at a standard quote)

1.3 Eligibility: Support is available strictly to accounts with active, valid licenses in good standing. Self-Hosted customers must maintain an active annual support & maintenance plan.

2. Support Channels & Availability

2.1 Channels: Support is provided via our official Helpdesk ticketing portal and VIP Telegram Desk (@MarutiXSupport).

2.2 Business Hours: Standard support operates Monday through Friday, 10:00 – 18:00 IST (excluding public holidays).

2.3 Extended Support: 24/7 dedicated priority response is available under bespoke Enterprise SLA contracts.

3. Severity Levels & Response

3.1 Critical (P1): Software completely down; production outage. Initial response target within 48 hours.

3.2 High (P2): Core business feature inoperative; no practical workaround. Target response within 1–4 business days.

3.3 Normal (P3): Non-critical functional issue or partial workaround available. Target response within 3–5 business days.

3.4 Low (P4): General queries, minor visual defects, cosmetic feedback. Response handled as scheduling permits.

3.5 Escalation: Unresolved P1/P2 issues may be escalated to senior software engineers at MarutiX’s discretion. Target response times represent best-effort objectives and do not constitute guaranteed resolution times unless specified in an Enterprise SLA.

4. Updates & Maintenance

4.1 SaaS Deployments: Cloud-hosted clients receive automatic security updates, feature additions, and routine maintenance patches.

4.2 Self-Hosted Lifetime Licenses: License holders must maintain an active annual maintenance subscription to access:

• New core releases and feature upgrades
• Security hotfixes and critical vulnerability patches
• Ongoing technical assistance from our engineering desk

4.3 Maintenance Expiration: Upon expiration, you retain the permanent right to execute your last downloaded release; however, access to subsequent downloads and technical support tickets terminates.

4.4 Supported Versions: Active support is provided exclusively for the current major version (N) and the immediately preceding major version (N-1).

5. Customer Responsibilities

5.1 Maintain supported server architecture (PHP version, MySQL/MariaDB version, required ionCube / PHP extensions).

5.2 Provide detailed error logs, HTTP response payloads, and reproducible steps when submitting tickets.

5.3 Perform complete, verified database and directory backups prior to applying any update or patch.

5.4 Maintain strict server security controls and access permissions on self-hosted instances.

5.5 End-user customers of your platform must contact your support team directly; MarutiX will not field inquiries from your clients.

6. Limitations of Support

6.1 Support is software-only. MarutiX does not administer server operating systems, web hosting panels, or cloud provider networks.

6.2 MarutiX does not warrant uninterrupted uptime or exact resolution times under this general support policy.

6.3 MarutiX is not responsible for outages caused by third-party payment gateways, SMS/email relays, or modified code.

6.4 MarutiX reserves the right to suspend or terminate support services if tickets are abusive, repetitive, or if staff are subjected to harassment.

6.5 Data Integrity Disclaimer: MarutiX does not guarantee database integrity during migrations or system upgrades. Customers are solely responsible for verifiable data backups.

6.6 Temporary Credentials: If temporary administrative credentials (SSH, cPanel, database login) are provided for debugging, you do so at your own risk and must rotate/revoke credentials immediately upon completion of the support session.

7. Confidentiality

7.1 Logs, configurations, and screenshots shared during support investigations are treated with strict confidentiality.

7.2 MarutiX will not disclose diagnostic information to third parties except as compelled by valid legal process.

7.3 Retention: Diagnostic files and ticket logs are retained for up to ninety (90) days for audit verification, after which they are permanently purged.

8. Fees & Renewals

8.1 SaaS support is bundled within recurring subscription fees.

8.2 Self-Hosted licenses require annual maintenance renewals ($49/yr standard) to maintain support eligibility and update access.

8.3 Out-of-Scope Services: Tasks such as server migrations, customized database queries, or disaster recovery restorations are outside standard scope and require separate professional service billing (minimum USD 200 per request).

8.4 No Refunds: Maintenance and support subscription fees are non-refundable once activated.

9. Termination

9.1 MarutiX may terminate support services immediately if the customer breaches the EULA, misuses channels, or defaults on payment.

9.2 No refunds will be provided upon termination for cause.

10. Changes to this Agreement

This Technical Support Agreement may be updated periodically. Continued utilization of MarutiX support channels constitutes acceptance of updated terms.

11. Governing Law

This Agreement is governed by applicable corporate law, with dispute jurisdiction handled via binding arbitration.

12. Force Majeure

MarutiX is not liable for support delays caused by circumstances beyond reasonable control, including internet carrier outages, data center failures, cyber warfare, or severe disruptions.

13. Notices

Notices regarding technical support or service issues should be directed to: