Terms & Conditions Support Desk

Last updated: November 19, 2026

1. Acceptance

By accessing or using the Nexornova Support Desk (the “Service”), you agree to be bound by these Terms & Conditions (“Terms”). If you do not agree, do not use the Service.

2. Definitions

  • “Client” means the registered user submitting tickets.
  • “Ticket” means a support request submitted through the Service.
  • “SLA” means response and resolution targets defined by plan.

3. Eligibility & Account

  • You must provide accurate registration details and keep credentials secure.
  • You are responsible for activity under your account.

4. Tickets & Scope

  • Submit issues with clear steps, screenshots/logs where possible.
  • Scope includes bug fixes, minor UI changes, and environment guidance unless otherwise agreed.
  • Out-of-scope: new features, major redesigns, third-party integrations, or backend logic changes.

5. Service Levels (SLA)

  • Response time: Standard: within 1 business day; Priority: within 4 business hours.
  • Resolution targets: Best-effort; complex issues may require additional time.
  • Business hours: Mon–Fri, 10:00–18:00 IST (excluding holidays).

6. Payments & Refunds

  • Fees per plan or ticket as communicated in writing.
  • Out-of-scope work requires prior quotation and written approval.
  • Refunds are not guaranteed once work has commenced.

7. Acceptable Use

  • No unlawful, abusive, harassing, or infringing content.
  • No unauthorized access or system disruption attempts.
  • No sharing of malicious code or third-party credentials.

8. Privacy & Data

We handle personal data in accordance with our Privacy Policy. Avoid submitting sensitive data unless required for support.

9. Security

  • Use least-privilege access and revoke temporary credentials after resolution.
  • Diagnostic logs may be stored briefly for troubleshooting.

10. Intellectual Property

All Service content, branding, and tools are owned by Nexornova. Deliverables under paid projects are assigned or licensed per written agreement.

11. Disclaimers

The Service is provided “as is” and “as available”. No warranty of any kind is implied.

12. Limitation of Liability

Nexornova is not liable for indirect or consequential damages. Liability is limited to fees paid within the 3 months preceding the claim.

13. Suspension/Termination

We may suspend or terminate access for violations or legal compliance. You may close your account anytime by contacting support.

14. Changes to Terms

These Terms may be updated periodically. Continued use after updates constitutes acceptance.

15. Governing Law

These Terms are governed by the laws of India. Jurisdiction: Chennai, Tamil Nadu.

16. Contact

Questions? Email support@nexornova.com.