Terms of Service

The use of services provided by Heyooo, Inc. (hereafter referred to as “HeySupport“, “The Company”, “We”, “Us”, and “Our” ) constitutes an agreement to these terms.

HeySupport shall provide server management services to the Customer (“You”, “Your” or “Yours”), subject to the following Terms of Service (TOS).

Server Management

Server management service covers ongoing server monitoring & maintenance services as per service description explained in Server Management Page. These terms are applicable to all server management service plans:

  • HeySupport will monitor the server provided by the Customer, and fix the server issues if there’s any. Monitoring is done based on periodic checks, the Customer understands there could be a gap between the occurrence of an incident in server and detection of that incident.
  • HeySupport will try our best to secure and harden the server provided by the Customer to protect the server from various threats such as denial of service attacks, spamming, etc. The Customer understands there are many factors that might affect the server security such as website codebase, OS versions, type of services running, nature of server access by different server administrators etc.
  • HeySupport will try our best to ensure optimum performance of services running on the server. The customer understands it depends on many factors that could affect the server performance such as server hardware, server network performance, software running on the server, numbers & types of users, etc.
  • HeySupport will configure backups for the server provided by the Customer, HeySupport will not keep any backups.
  • HeySupport will provide server-wide upgrades, kernel upgrades and server software upgrades only under permission of Billing Account Owner (or server owner).
  • HeySupport is not responsible for any issues from datacenter (including hardware failures, datacenter migrations, physical damage of datacenter).
  • HeySupport doesn’t provide support to any third-party software and control panel errors due to the bugs in code. Nor does HeySupport provide any coding support for individual websites in the server unless the Customer has ordered web support addon.
  • Refund is not available if 70 % of the task is completed. Percentage of the task is calculated by HeySupport server managers and programmers. Refund amount decision is fully dependent on HeySupport Operations Manager.
  • HeySupport reserves the right to change pricing terms on any accounts and plans/services at any time. New accounts for current customers are subject to the current fees at the time the new account is opened.

Web Hosting Support

  • HeySupport shall fulfill all helpdesk support, live chat support as per service description explained in Web Hosting Support Page, no other support is provided without proper request.
  • Technical support tickets and chats are served according to the limits specified in the plans. HeySupport will remind the Customer with email notifications while the plan limits are approaching. The Customer needs to upgrade the service plan within five (5) days after HeySupport sends the email notification. Failing to upgrade the service plan will result in the unavailability of service.
  • Sales Chats are served according to the policy of the web host (the Customer) and our sales agents are not responsible for any loss caused by the web host billing system. Sales chat will only provide assistance with the policy of the web host.
  • HeySupport reserves the right to change pricing terms on any accounts and plans/services at any time. New accounts for current customers are subject to the current fees at the time the new account is opened.
  • Dedicated team only consists of a specified number of technicians according to the plan, no variation occurs without changing the plan.
  • The level of a technician is based on his/her years of experience in the same field.
  • Dedicated team formation requires some time to set up, HeySupport promises to deliver the service within maximum five(5) days after payment.
  • Dedicated team plan requires a ten (10) days notice before the due date of the next invoice in order to cancel the service.

DevOps Services

DevOps services will help the Customer span the application lifecycle and shift to a continuous delivery model.

All DevOps services billing are based on analyzing project specifications and mutual agreement of payment terms. HeySupport will fulfill all support as per service description explained in agreement, none other support will be provided without proper request.

Response Time

Response time is defined as the initial response recorded on the ticket, which provides the Customer with a status update and or response. HeySupport agrees to provide anaverage guaranteed response time of 15 to 30 minutes depending on the support plans. Refunds / credits will be provided at the sole discretion of HeySupport, if found to be in violation of terms listed. Exceptions due to causes beyond the control of HeySuppport will not be considered sufficient grounds for refunds / credits.

Refund Policy

Full amount money back is applicable only in the duration of 30 days from the start of service date. Other refund claims are not applicable under any circumstance and further account termination decision fully depends on the HeySupport management. Certain Refund policy is applicable according to the plan and it’s specified under terms of service of each plan.

Refunds of any kind for any reason may take up to 10 days from the time the refund is requested or offered for processing.

Service cancellation

All services at HeySupport require a 10-day notice before the due date of the next invoice in order to cancel the service. All cancellations must be made through direct email to billing@heysupport.io.

All requests are manually reviewed and processed by our staff. If any of the information supplied in the form of email that does not match your account records, we will contact you via email to confirm the correct details. Your account is not cancelled until you receive an email from a member of our staff (not an automated reply) confirming that your account cancellation was completed.

Refusal and Force Termination

HeySupport reserves the right to refuse, cancel, or suspend service at our sole discretion.

We have zero tolerance for any abuse via email, live chat against the server managers and support staffs. Immediate service termination can be done under this circumstance. HeySupport will not be responsible for any damages your business may suffer because of this circumstance, and HeySupport makes no warranties of any kind, expressed or implied, for services we provide.

Disclaimer of Warranties

SUBSCRIBER ACKNOWLEDGES THAT THE SERVICES ARE PROVIDED AND; AS IS, AS AVAILABLE AND WITHOUT ANY WARRANTY OF ANY KIND. HEYSUPPORT HEREBY DISCLAIMS ALL WARRANTIES (EXPRESS, IMPLIED AND STATUTORY), INCLUDING WITHOUT LIMITATION, ALL WARRANTIES (A) WITH RESPECT TO THE SERVICES (INCLUDING WITHOUT LIMITATION THEIR QUALITY, AVAILABILITY, PERFORMANCE, FUNCTIONALITY AND COMPATIBILITY WITH ANY OTHER SERVICE OR PRODUCT), (B) WITH RESPECT TO THE QUALITY OR ACCURACY OF ANY INFORMATION OBTAINED FROM OR AVAILABLE THROUGH USE OF THE SERVICES, (C) THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS, (D) OF NON-INFRINGEMENT, (E) OF MERCHANTABILITY AND (F) OF FITNESS FOR A PARTICULAR PURPOSE. NO ADVICE OR INFORMATION GIVEN BY COMPANY OR COMPANY AND REPRESENTATIVES SHALL CREATE A WARRANTY.

Revision Of Terms Of Service

HeySupport reserves the right to change the Terms of Service at any time, without any form of notice to our, non-clients, or the general public. It is the customer’s responsibility to check these Terms of Service from time to time for such changes.

All sort of changes in TOS are will be updated on the same page here. At all times customers are bound to abide with the terms set forth. In no event shall HeySupport or its staff lack of enforcement of these terms constitute a waiver of these terms at any time.