Support Services Policy
THESE TERMS OF SERVICE (“TERMS”) GOVERN THE ACCESS TO AND/OR USE OF PRODUCTS AND SERVICES PROVIDED BY [COMPANY NAME] (“WE,” “US,” OR “OUR”) AND CONSTITUTE A LEGALLY BINDING AGREEMENT BETWEEN [COMPANY NAME] AND ANY INDIVIDUAL OR ENTITY (“YOU” OR “CUSTOMER”) SEEKING TO ACCESS OR USE OUR PRODUCTS OR SERVICES.
BY ACCESSING OR USING ANY OF OUR PRODUCTS OR SERVICES, YOU AGREE TO BE BOUND BY THESE TERMS, ALONG WITH ANY ADDITIONAL TERMS, CONDITIONS, AND POLICIES REFERENCED AND INCORPORATED HEREIN (THE “AGREEMENT”). IF YOU ACCESS OR USE OUR PRODUCTS OR SERVICES ON BEHALF OF AN ENTITY, YOU REPRESENT AND WARRANT THAT YOU HAVE THE AUTHORITY TO BIND THAT ENTITY TO THIS AGREEMENT.
IF YOU DO NOT AGREE TO THESE TERMS, YOU MUST NOT ACCESS OR USE ANY OF OUR PRODUCTS OR SERVICES.
IN THE EVENT OF A SEPARATE WRITTEN AGREEMENT BETWEEN YOU (OR YOUR ENTITY) AND US THAT SPECIFICALLY GOVERNS YOUR USE OF OUR PRODUCTS OR SERVICES, THE TERMS OF THAT AGREEMENT SHALL PREVAIL OVER THESE TERMS.
For the purposes of this agreement and any related documents, “GOCODE CLOUD” shall mean GOCODE PTE. LTD., including but not limited to all its products, services, and offerings provided to us. This definition expressly includes HyperGo and any other existing or future products, services, platforms, or solutions that may be developed, launched, or offered by GOCODE PTE. LTD. Unless otherwise specified, all references to “GOCODE” or “GOCODE CLOUD” shall be interpreted in this manner throughout this document and any associated agreements.
1. Introduction This Support Services Policy (“Policy”) is entered into between GoCode Pte Ltd (“Provider”), a company registered in Singapore, and the customer (“Customer”) who has purchased support services for GoCode.sg’s software and related solutions. This Policy governs the terms under which Provider offers support services to Customer.
2. Scope of Support Services Provider will offer technical support, troubleshooting, issue resolution, and guidance related to its software as per the selected support plan. The specific services, response times, and service levels will be outlined in the Customer’s applicable support plan.
3. Support Tiers and Availability Support services are provided under the following plans:
Standard Support: Available during business hours (Singapore Time, Monday to Friday, excluding public holidays).
Priority Support: Available 24/7 for critical issues, with faster response times.
Enterprise Support: Includes a dedicated account manager and customized SLA-driven support.
Optional Perpetual Support: For perpetual license holders, available at an annual fee.
For custom support arrangements, customers are advised to contact the sales team.
4. Customer Obligations Customer agrees to:
Provide accurate details when requesting support.
Follow Provider’s recommended troubleshooting steps.
Ensure that its designated technical contacts are available to collaborate with Provider’s support team.
5. Exclusions Support services do not cover:
Issues caused by third-party software or hardware.
Custom modifications made by Customer.
Training, consulting, or implementation services unless explicitly included in the support plan.
6. Service Levels and Response Times Provider will use commercially reasonable efforts to respond to support requests within the response times specified in the applicable support plan. Response times vary depending on the severity of the issue:
Critical Issues (System Down): Response within 1-4 hours (depending on support tier).
Major Issues (Significant Impact): Response within 8 business hours.
Minor Issues (General Assistance): Response within 1-2 business days.
Resolution times are not guaranteed and depend on the complexity of the issue.
7. Fees and Payment Support fees are charged based on the selected plan and must be paid in advance. Fees are non-refundable unless otherwise required by Singapore law. Provider reserves the right to suspend services if payments are overdue.
8. Limitation of Liability To the extent permitted by Singapore law, Provider’s total liability under this Policy shall be limited to the total amount paid by Customer for support services in the preceding 12 months. Provider is not liable for indirect, consequential, or incidental damages.
9. Term and Termination This Policy remains in effect for the duration of the Customer’s selected support plan. Either party may terminate this Policy with 30 days’ notice. Provider may terminate support immediately if Customer violates terms of use or fails to pay fees.
10. Governing Law This Policy is governed by the laws of Singapore. Any disputes arising from this Policy shall be resolved in Singapore courts.
11. Amendments Provider may update this Policy from time to time. Customers will be notified of significant changes, and continued use of support services constitutes acceptance of the revised Policy.
12. Associated Entities GoCode Pte Ltd reserves the right to provide support and related services through its associated entities as determined solely by GoCode Pte Ltd.
