Service Agreement

Provider will supply, host, and maintain the NextGen Resolution Experts helpdesk platform, including the AI support assistant, ticketing system, knowledge base, and employee login portal. Provider is responsible for platform hosting, uptime maintenance, and software updates. The Service is provided as a hosted subscription — no software is transferred or installed on Client systems.

• Setup fee: a one-time onboarding and implementation fee of $499, due upfront before service activation.
• Subscription fee: $499 per 30-day billing period, billed in advance, beginning on the activation date.
• Payments are due on the first day of each billing period. Accounts more than 7 days past due may be suspended until payment is received.
• All fees are exclusive of applicable taxes, which are the Client's responsibility.

This Agreement continues on rolling 30-day periods until cancelled. Either party may cancel by providing at least thirty (30) days' written notice to the other party (email to support@nextgenresolutionexperts.com is sufficient). The Client remains responsible for all fees accruing through the end of the notice period. Fees already paid are handled per the Refund Policy.

• Provider owns the platform. All software, source code, AI configurations, designs, and documentation comprising the Service are and remain the exclusive property of NextGen Resolution Experts. No ownership rights are transferred under this Agreement.
• Client owns its data. All customer records, tickets, and content submitted by the Client or its end users remain the property of the Client. Upon termination, the Client may request a data export within 30 days.

The Service includes automated AI responses. The Client acknowledges that AI output may occasionally be inaccurate. Provider shall not be liable for any error, statement, commitment, or approval made by the AI assistant — including, without limitation, any refund, discount, credit, or policy exception the AI incorrectly approves or implies. The Client is solely responsible for reviewing and confirming any AI-suggested action before honoring it with its own customers. Provider's total aggregate liability under this Agreement shall not exceed the fees paid by the Client in the three (3) months preceding the claim.

• Provide accurate business and billing information;
• Ensure its employees and end users comply with our Terms of Service;
• Maintain its own customer-facing policies (including any refund policy it offers its own customers);
• Keep account credentials secure.

Provider targets 99.5% monthly uptime, excluding scheduled maintenance. Support requests may be submitted via the in-app helpdesk or by email and are handled during standard business hours, with priority response for service-down incidents.

Each party agrees to keep the other party's non-public business information confidential and to use it only as necessary to perform under this Agreement.

Provider may terminate immediately if the Client materially breaches this Agreement (including non-payment or violation of the Acceptable Use rules) and fails to cure within 10 days of written notice.

This Agreement is the entire agreement between the parties regarding the Service and supersedes prior discussions. It may only be modified in writing. If any provision is found unenforceable, the remainder stays in effect. Questions: support@nextgenresolutionexperts.com.