This Customer Support Agreement (“Support Agreement”) forms an integral part of the Terms of Service (“Agreement”) between Quickwork Technologies Private Limited (“Quickwork”) and the Customer, as defined in the Terms of Service. It governs the provision of Quickwork Support in connection with the Platform, Products and Services.

1. Support Plan Types

1.1 Free Support Plan (Default)

All Customers who access the Platform pursuant to a valid Customer Order are entitled to the Free Support Plan, which includes:

• Access to Quickwork Documentation, FAQs, video tutorials, and Support Center
• Reporting of Platform-related bugs and malfunctions via email or Support Center
• No guaranteed response time or escalation priority

1.2 Paid Support Plan (Optional)

Customers may optionally enter into a separate agreement with Quickwork for a customized Paid Support Plan, which may include:

• Prioritized issue triage and guaranteed response time based on severity
• Access to additional support channels (e.g., chat, phone, Slack)
• Dedicated Support Manager or Customer Success contact
• Assistance with onboarding, integration design, or configuration
• Access to enhanced monitoring, service reviews, or post-mortems

Such Paid Support Plan shall be subject to a mutually executed Customer Order and associated Support Fees.

2. Scope of Quickwork Support

Quickwork shall provide support services solely for the Platform and its components as provided in the Products and Services, including:

• Troubleshooting errors and performance degradation in the Platform
• Identifying and resolving reproducible bugs or malfunctions
• Assisting with supported integrations and connectors
• Providing clarification on features, behaviors, or best practices

Support services exclude:

• Building or debugging Customer Applications or third-party systems
• Handling requests unrelated to the Platform (e.g., custom scripts, third-party errors)
• Professional services including data migration, onboarding, or bespoke training unless covered under a separate agreement

3. Support Channel and Submission Guidelines

All Customers, regardless of Support Plan, must report bugs and malfunctions by email to:

[email protected] or Support Center

To ensure effective handling, Customers are required to include:

• Description of the issue and expected vs. actual behavior
• Screenshots, logs, or error messages
• Timestamp and affected Connector/API (if applicable)
• Impact assessment (e.g., blocked process, degraded performance)

Quickwork reserves the right to request additional information or reclassify support requests based on actual severity and impact.

4. Customer Responsibilities

To facilitate effective support, the Customer shall:

• Submit requests with complete and accurate context
• Respond in a timely manner to follow-up queries by the Quickwork Support Team
• Designate authorized Users to engage with Quickwork Support
• Ensure compliance with Acceptable Use Policy and Documentation

5. Support Availability

Support services under the Free Support Plan are available during Business Hours only.

Paid Support Plan coverage, including any 24x7 access or after-hours response, shall be detailed in the applicable Customer Order and Support Addendum.

6. Modifications and Termination

• Quickwork may update this Support Agreement from time to time and will post changes on the Website.
• Continued use of the Platform after such changes shall constitute acceptance.
• Paid Support Plans may be terminated in accordance with the applicable Customer Order.
• Quickwork may modify, suspend, or discontinue the Free Support Plan at its discretion.

7. Limitation of Liability

Support services are offered as an ancillary service to the Platform. Quickwork shall not be liable for any special, incidental, indirect, or consequential damages arising out of or related to the provision (or lack) of support, except as expressly provided in the Quickwork Terms of Service.

8. Dispute Resolution and Governing Law

This Support Agreement shall be governed by the same laws and jurisdiction as stated in the Quickwork Terms of Service. Any disputes arising out of or in connection with this Support Agreement shall be resolved in accordance with the dispute resolution procedures outlined in the Quickwork Terms of Service.

9. Definitions and Incorporation

All capitalized terms used herein and not separately defined shall have the meaning assigned in the Quickwork Terms of Service. This Support Agreement is incorporated by reference into the Terms of Service and shall be binding as part thereof.