Welcome to Fittex’s Support and Service Level Agreement (SLA). This document outlines the support services and assistance provided by Fittex, including training, live assistance, and other related services. Please note that the terms outlined in this SLA may be updated periodically.
By subscribing to Fittex, you gain access to a suite of support and training services designed to help you maximize the value of the Fittex software platform. These services are provided either as complimentary benefits or, in some cases, as paid options based on your subscription plan.
Scope of Services
Fittex provides support and software orientation training as a complimentary benefit to your subscription. These services are provided at Fittex’s discretion and are meant to enhance your understanding and use of the Fittex platform. Your subscription payment grants you access to Fittex through an access key, which is the primary consideration for the subscription fee. Any additional services, including personalized training or consultations, may be available at an extra cost.
All support and training services offered under this SLA are subject to Fittex’s Rules of Conduct and your selected Plan (e.g., Professional or Enterprise). The services available to you include:
1. 24/7 KnowledgeBase Access
Users have round-the-clock access to Fittex’s comprehensive KnowledgeBase and user guides. This self-service option allows users to find answers to common questions, troubleshoot issues, and learn how to use various Fittex features.
2. Orientation Training
Fittex provides orientation training on data input and retrieval using the Fittex system. This may include virtual tutorials, pre-recorded videos, live group sessions, or a combination of these options, depending on your plan. (Check with FITTEX for more details about the training).
3. Ticket-Based Support
For more personalized assistance, users can submit support tickets for help with data input and retrieval. Support may be provided via live phone calls, written responses, or real-time assistance through remote system access. (Live support is available only for selective plans, and requires a valid phone number for callbacks.)
4. Paid Services
At an additional cost, you may access other premium services such as:
- Best Practice Consulting
- Third-Party Software Integration
- Custom Programming
- One-on-One Personal Training
These services are designed to enhance your experience and ensure that you make the most out of your Fittex system.
General Terms and Conditions
By using the services under this SLA, you agree to comply with the terms of Fittex’s Rules of Conduct. If you do not agree to these terms, you are not eligible for any support services, whether complimentary or paid. Additionally, any services that require a specific deliverable will require a Work Order, signed by both parties, and full payment in advance.
- Work Order Terms: Services that are billed hourly are measured by time spent and are non-refundable. Any deliverables outside the defined time period must be agreed upon separately, and hourly services must be completed in full-hour increments unless otherwise agreed in writing.
- Changes to the SLA: Fittex reserves the right to modify this SLA, and any updates will be communicated at least thirty (30) days in advance. Should new fees or service charges be introduced during your subscription period, these will only apply to subsequent periods.
- Assignment and Transfer: The services and terms under this SLA are personal to you. They cannot be assigned or transferred without written consent from Fittex.
Liability and Limitations
Fittex will not be liable for any failure to perform its obligations due to circumstances beyond its control, including natural disasters, acts of war, terrorism, government regulations, or failure of third-party providers such as internet services. Additionally, Fittex disclaims any responsibility for the success of your business operations, implementation of data, or outcomes arising from the use of the Fittex system.
It is important to note:
- Complimentary support services do not create any ongoing legal obligation from Fittex.
- You are responsible for utilizing the support services provided and ensuring that your business operations are not dependent on these services being available without interruption.
- Fittex offers its system and support services "as-is" and makes no guarantees regarding the accuracy, reliability, or availability of the system, training, or support.
Termination and Changes to Services
Fittex reserves the right to modify or discontinue its support services at any time, with or without prior notice after 30 days of termination. This includes changing the scope of services, introducing new charges, or terminating access to the SLA services for users who violate the Rules of Conduct or fail to comply with payment terms.
In the event of termination:
- Fittex may deactivate your account and delete all related data without notice after 30 days of termination.
- You will not be entitled to any refunds for unused support services.
- Fittex is not liable for any damages resulting from the termination of support or services, whether those services were complimentary or paid.
Disclaimer of Warranties
All services provided under this SLA, including the Fittex platform, training tools, and support, are delivered on an "as-is" and "as-available" basis. To the fullest extent permitted by law, Fittex disclaims all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
Fittex does not guarantee:
- That the services will meet your specific needs.
- That the services will be available without interruption, error, or security breaches.
- That any errors or defects in the software or services will be corrected in stipulated time.
- The accuracy or reliability of the information provided through its support services.
Limitation of Liability
Fittex is not liable for any indirect, incidental, or consequential damages, including loss of profits, revenue, or data, resulting from the use or inability to use Fittex’s services. The cumulative liability of Fittex and its service providers is limited to the amount paid by the customer for the services related to the claim.
You are responsible for backing up your data and protecting it from unauthorized access. Fittex will not be liable for any data loss or corruption caused by the use of its services.
Confidentiality and Intellectual Property
Fittex will maintain the confidentiality of any sensitive business information shared during support sessions, such as financial data, customer lists, or other proprietary details. However, Fittex reserves the right to access, read, and disclose any information necessary to comply with legal obligations or protect the rights of Fittex and its customers.
All content provided through Fittex services is protected by copyright and other intellectual property laws. You agree not to copy, distribute, or exploit this content for commercial purposes without prior written consent from Fittex.
Final Agreement and Governing Law
This SLA, along with any agreements referenced herein, constitutes the entire understanding between you and Fittex regarding the support and service offerings. In the event of a conflict, these terms will prevail over any other agreements.
The SLA is governed by the laws of India, and any disputes will be subject to arbitration in the courts of Coimbatore, Tamilnadu. You agree to indemnify Fittex from any claims arising from your use of the services or any violations of these terms.
