Service Policy

Effective Date: 7 November, 2024

1. Introduction

This Service Policy outlines the terms and conditions for IT and subscription services provided by Baggins Technology Enterprises to our valued customers in Africa and the European Union (EU). It is designed to ensure clarity, quality, and customer satisfaction.

2. Scope of Services

2.1 IT Services:

– Mobile App Development

– Software Development

– Website Development

2.2 Subscription Services:

– Restaurant Subscription

– Grocery Subscription

– Shop Subscription

– Hospital Subscription

– Pharmacy Subscription

3. General Terms and Conditions

3.1 Eligibility:

– Services are available to businesses, organizations, and individual professionals in Africa and the EU.

– Customers must comply with local and international laws and regulations.

3.2 Service Agreement:

– A formal contract shall be signed before the commencement of services, outlining specific terms, conditions, and pricing.

– Any modifications or amendments to the original agreement must be documented and agreed upon by both parties.

4. Service Delivery

4.1 Standard Operating Hours:

– Support services are available 9:00 AM – 7:00 PM (local time) from Monday to Saturday.

– Emergency support is available 24/7 for premium subscription holders.

4.2 Response Time:

– IT Services: Initial response within 8 hours of request receipt.

– Subscription Services: Initial response within 4 hours of ticket generation.

4.3 Delivery Channels:

– Services will be delivered via online platforms, on-site assistance, or through telecommunication methods as agreed upon in the service agreement.

5. Service Levels

5.1 Quality Assurance:

– Services will be performed in a professional manner, using best industry practices.

– Regular evaluation and feedback from customers will be sought to improve service quality.

5.2 Availability and Performance:

– Subscription services guarantee a 99.9% uptime, excluding scheduled maintenance.

– Advance notifications will be provided for any planned disruptions or updates.

6. Customer Obligations

6.1 Access and Co-operation:

– Customers must provide reasonable access to necessary systems, documentation, and personnel to enable service delivery.

– Cooperation in terms of timely feedback and communication is required for effective service management.

6.2 Data and Privacy:

– Customers must ensure that any data provided to Baggins Technology Enterprises complies with applicable data protection laws.

7. Payment and Fees

7.1 Pricing:

– Pricing will be detailed in the service agreement, with options for monthly or annual billing cycles.

– Discounts or promotions, if any, will be at the discretion of Baggins Technology Enterprises and subject to specific terms.

7.2 Payment Terms:

– Invoices are payable within 2 days of issue, unless otherwise specified.

– Late payments may incur a penalty fee of 2% daily of the outstanding amount.

8. Termination of Services

8.1 Termination by Customer:

– Customers may terminate the service agreement with 14 days written notice after the minimum contract period, if applicable.

8.2 Termination by Baggins Technology Enterprises:

– Services may be terminated if the customer breaches the agreed terms, fails to make timely payments, or involves in illegal activities.

9. Liability and Warranty

9.1 Limitation of Liability:

– Baggins Technology Enterprises’ liability for any loss or damage is limited to the value of the services provided in the preceding 12 months.

9.2 Warranty:

– Services come with a guarantee of workmanship and the adherence to service levels as specified in the agreement.

10. Amendments and Updates

This policy may be revised from time to time as deemed necessary by Baggins Technology Enterprises. Customers will be notified of significant changes through email or official website announcements.

11. Governing Law and Jurisdiction

This Service Policy shall be governed by and construed in accordance with the laws applicable in the customer’s region (Africa or EU). Disputes arising will be subject to the jurisdiction of the respective regional courts.

12. Contact Information

For any inquiries or support needs, please contact our customer support team at: help@bagginshq.com

We are committed to providing reliable and efficient services, ensuring that our customers’ needs are met with professionalism and care. Thank you for choosing Baggins Technology Enterprises.