Support Services Terms and Conditions

These Support Services Terms and Conditions (“Support Terms”) govern the provision of support services by KJU.APP team (the “Company”, “we”, “us”, or “our”) to customers and users (“Customer”, “you”, or “your”).

These Support Terms form an integral part of the Company’s general Terms and Conditions and apply unless expressly superseded by a written agreement or paid support contract.

1. Definition of Support Services

“Support Services” means any technical assistance, troubleshooting, consultation, configuration guidance, investigation, or advisory service provided by the us in response to a request from the Customer, whether delivered remotely or otherwise.

2. Basis of Support

2.1. Unless expressly agreed otherwise in writing, Support Services are provided on a best-effort basis only.

2.2. The Company does not guarantee:

• resolution of any reported issue,
  
• achievement of any specific outcome,
• prevention of future incidents, or
• compatibility with third-party systems, software, or services.

3. Minimum Billing and Fees

3.1 Minimum Charge

Each support request or engagement is subject to a minimum charge equivalent to one (1) hour of work, regardless of the actual time spent.

3.2 Billable Time

Time spent on analysis, investigation, communication, documentation, research, or follow-up related to a support request is billable.

3.3 Rates

Support Services are billed at the Company’s then-current hourly rates unless otherwise agreed in writing or covered by a paid support package.

3.4 Non-Refundable

Fees paid for Support Services are non-refundable, irrespective of whether an issue is resolved.

4. Paid Support Packages

4.1. Customers may purchase paid support packages or service agreements that define specific service levels, response times, or included services.

4.2. Any services not expressly covered by a paid support package shall:

• remain subject to these Support Terms, and
  
• be billed separately.

4.3. The existence of a paid support package does not constitute a guarantee of issue resolution.

5. No Warranty

5.1. To the maximum extent permitted by applicable law, the Company disclaims all warranties, whether express, implied, statutory, or otherwise, including but not limited to:

• implied warranties of merchantability,
  
• fitness for a particular purpose,
• non-infringement, and
• uninterrupted or error-free service.

5.2. The Customer acknowledges that technical issues may be caused by factors beyond the Company’s control, including third-party services, configurations, software updates, or user actions.

6. Response Times and Prioritization

6.1. Any response times communicated by the Company are estimates only and do not constitute binding commitments unless expressly agreed in a written service-level agreement (SLA).

6.2. The Company reserves the right to prioritize support requests at its sole discretion.

7. Exclusions

Support Services do not include:

• issues caused by misuse, negligence, or unauthorized modifications,
  
• problems originating from third-party software, hardware, or services not provided by the Company,
• support for unlicensed or unsupported products,
• remediation of issues not introduced or expressly agreed to be handled by the Company.

8. Limitation of Liability

8.1. To the maximum extent permitted by law, the Company shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of data, loss of profits, or business interruption, arising from or related to Support Services.

8.2. The Company’s total liability for any Support Services claim shall not exceed the amount paid by the Customer for the specific support engagement giving rise to the claim.

9. Customer Responsibilities

The Customer is responsible for:

• providing accurate and complete information,
  
• maintaining backups of data and systems,
• ensuring appropriate access and permissions,
• complying with all applicable laws and licenses.

10. Modification of Support Terms

The Company reserves the right to modify these Support Terms at any time. Updated versions become effective upon publication on the Company’s website or written notification to the Customer.

11. Governing Law

These Support Terms shall be governed by and construed in accordance with the laws of Spain, without regard to conflict of law principles.

12. Acceptance

By submitting a support request, purchasing support services, or otherwise engaging with the Company’s support resources, the Customer confirms acceptance of these Support Terms.