1. Introduction
This Online Support Policy (the “Policy”) outlines the terms and conditions under which AmeritaxPro (“we,” “our,” or “us”) provide online support services for our tax software (the “Software”) to our customers (“you” or “your”). By using our online support services, you agree to comply with the terms and conditions set forth in this Policy.
2. Scope
This Policy applies to all customers who use our Software and request online support for technical issues or inquiries related to the Software.
3. Online Support Services
3.1. Availability: We will make reasonable efforts to provide online support during our specified business hours. Our business hours are [Specify Business Hours] in [Time Zone].
3.2. Types of Support: Our online support services cover technical issues, troubleshooting, and guidance related to the installation, configuration, and usage of the Software. We do not provide tax advice, consulting, or interpretations of tax laws.
3.3. Methods of Support: Online support may be provided through email, live chat, or a designated support portal on our website.
3.4. Response Times: We aim to respond to support requests within [Specify Response Time, e.g., “24 hours”] during our business hours. Response times may vary depending on the complexity of the issue and the volume of requests.
3.5. Resolution Times: We will make reasonable efforts to resolve support issues in a timely manner. The time required for resolution will depend on the nature of the issue.
4. Support Limitations
4.1. User Responsibility: It is the responsibility of the user to ensure they have the necessary system requirements and equipment to access our online support services.
4.2. Software Versions: We provide support for the latest version of our Software and the previous version. Support for older versions may be limited or unavailable.
4.3. Exclusions: Our online support services do not cover:
- Customization of the Software.
- Third-party software or hardware issues.
- Data recovery or data loss prevention.
- Assistance with issues arising from improper use or modification of the Software.
- Support for discontinued or unsupported Software versions.
5. Privacy and Data Security
We are committed to maintaining the privacy and security of your information. Our practices related to data collection and protection are outlined in our Privacy Policy, which can be found on our website.
6. Support Fees
Support may be provided free of charge during the warranty period specified in our Software’s End User License Agreement (EULA). After the warranty period, support may be subject to additional fees as described in our EULA or separate support agreement.
7. Changes to the Policy
We reserve the right to modify or amend this Policy at any time. Any changes to this Policy will be effective upon posting on our website or providing notice to customers.
By using our online support services, you acknowledge that you have read, understood, and agreed to the terms and conditions of this Online Support Policy.