Support & Maintenance Terms

Scope of this agreement

These Support & Maintenance Terms (“Support Terms”) govern ongoing technical support and maintenance provided by Smargasy Inc (“Smargasy,” “we,” “us” or “our”) when you purchase a support plan, hosting package with maintenance, Client Connect subscription with support, or other recurring service that includes support coverage. They supplement our general Terms of Service.

Specific response times, included hours, covered systems and billing details are defined in your order form, proposal or plan description. Where those documents conflict with these Support Terms, your signed agreement controls for the services it covers. Software subscriptions may also be governed by our Software Service Agreement and End User License Agreement. Effective date: September 4, 2026.

1. Definitions

Contact means the person you designate as primary point of contact for support requests and day-to-day administration of covered systems.
Covered systems means the websites, hosting environments, domains, DNS, email routing, business phone or VoIP services, Client Connect Suite accounts, custom software or other platforms explicitly listed in your support plan or order.
Documentation means official user guides, setup notes or written instructions Smargasy provides for covered services.
Emergency means an unplanned outage or security incident that makes a covered production website, phone system or critical workflow unavailable to your customers or staff.
Maintenance means scheduled updates, patches, backups, monitoring and preventive work performed on covered systems under your plan.
Plan means the support or maintenance package, hosting tier or subscription you purchase, including any stated hours, response targets and scope.
Release means a generally available update to software we provide that includes new features, fixes or security patches.
Support means technical assistance, troubleshooting and corrective work we perform under these Support Terms and your Plan.
Term means the period during which you are eligible to receive Support, beginning on the plan start date and continuing until cancellation or expiration.

2. What support includes

Subject to your Plan and these Support Terms, Smargasy provides Support for covered systems during the Term. Depending on what you purchased, Support may include:

Websites and hosting — troubleshooting outages, broken forms or integrations, plugin and core updates, SSL and DNS issues on environments we manage, and restoration from backups we maintain under your plan
Business phone and VoIP — call routing, extension and device configuration issues, carrier-related troubleshooting on systems we provisioned for you
Client Connect Suite — account setup assistance, pipeline and automation troubleshooting, landing page or funnel issues within covered accounts, and user access questions
Software and custom builds — defect correction for software we delivered, application of Releases, and guidance consistent with Documentation
Monitoring and maintenance — scheduled updates, security patching, uptime monitoring and backup verification where included in your Plan

Support is provided for systems we built, host or actively administer for you unless your Plan explicitly states otherwise. New feature development, redesigns, content entry, marketing campaign management and training beyond reasonable orientation are out of scope unless purchased separately.

3. How support is delivered

Support requests. Your Contacts may submit requests through our support ticket system, email or phone during business hours. Each ticket receives a reference number for tracking. Support is provided in English unless otherwise agreed in writing.

Business hours. Standard Support is generally available Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, excluding U.S. federal holidays. Emergency coverage for production outages may be available on higher-tier plans as stated in your order.

Response targets. We use commercially reasonable efforts to respond according to the priority and response targets in your Plan. Response time is not the same as resolution time; complex issues may require investigation, vendor coordination or scheduled maintenance windows.

Remote access. When needed to diagnose or fix an issue, you authorize Smargasy to access covered systems using credentials you provide or administrative access already on file. You are responsible for the accuracy of access information and for notifying us when credentials change.

4. Limitations and exclusions

Smargasy has no obligation to provide Support for problems caused by or arising from:

Changes you, another vendor or an unauthorized third party made to covered systems without our involvement
Use of systems in a way not authorized in your agreements, Documentation or Plan
Failures of third-party platforms, carriers, payment processors, plugins or SaaS tools outside Smargasy’s reasonable control
Neglect, misuse, insufficient hosting resources, expired domains or SSL certificates you were notified to renew
Force majeure events, internet or power outages, and environmental conditions affecting hardware or connectivity

End of life. We may retire older software, integrations or hosting stacks from active Support with reasonable notice. After end-of-life, we may offer migration assistance or extended support at additional cost.

Hourly and out-of-plan work. Issues outside your Plan scope, requests beyond included hours, or work requiring new development may be billed at our then-current hourly or project rates with your approval when practicable.

5. Your obligations

Smargasy’s obligation to provide Support depends on your cooperation. You agree to:

Maintain at least one Contact with authority to approve work and provide timely responses
Provide accurate account, billing and technical information when opening tickets
Cooperate with troubleshooting steps and implement corrective actions we recommend
Use covered systems according to applicable law, your agreements and Documentation
Promptly report problems and security concerns affecting covered systems
Maintain your own backups of business-critical data unless your Plan explicitly includes backup responsibility for Smargasy

Internal use. Support purchased under your Plan is for your organization’s benefit. Contacts may not resell or forward Support to unrelated third parties.

Designated contacts. Support is intended for technical or administrative personnel familiar with your systems. Notify us in writing when Contacts change. Each Contact should be able to communicate in English and describe issues with enough detail for us to assist effectively.

6. Term, renewal and cancellation

Support Plans typically renew on the billing cycle stated in your order (monthly, annual or otherwise) until cancelled according to that order. Failure to pay renewal fees may result in suspension of Support and, for hosted systems, service interruption.

Cancellation notice periods and refund policies are defined in your order or proposal. Unless stated otherwise, fees already paid are non-refundable and cancellation takes effect at the end of the current billing period.

Upon cancellation, you are responsible for exporting data and updating DNS or phone routing before access ends. We will provide reasonable transition assistance if requested and covered by your Plan or a separate agreement.

7. Contact and updates

Questions about these Support Terms? Contact Smargasy Inc at [email protected] or (239) 214-8592. Our mailing address is 12551 New Brittany Blvd, Fort Myers, Florida 33907.

We may update these Support Terms from time to time. When we do, we will revise the “Last updated” date at the top of this page. Continued use of Support after changes are posted constitutes acceptance of the revised terms.

Questions about this document

Call (239) 214-8592 or email [email protected]. Smargasy Inc, 12551 New Brittany Blvd, Fort Myers, Florida 33907.