Terms of Service
Last Updated: November 2025
1. Service Agreement
These Terms of Service ("Service Terms") govern technical support, upgrades, deployment assistance, and related services (collectively, "Support Services") provided by Avaris Consulting Co., Ltd., Bangkok, Thailand ("Avaris," "we," "our") to customers ("you") who purchase Smart Launch Suite products.
These Service Terms supplement the Smart Launch Suite Terms of Use and should be read together with them. Payment processing is handled securely via Stripe, with Avaris Consulting Co., Ltd. acting as the Merchant of Record for all transactions.
2. Scope of Services
Smart Launch Suite offers three Support Service tiers corresponding to product packages:
| Tier | Included Services | Response Time | Monthly Limit |
|---|---|---|---|
| Basic Tier | Email support for setup and general questions | 3–5 business days | 5 requests / month |
| Professional Tier | Priority email support, integration guidance, advanced documentation | 1–2 business days | 15 requests / month |
| Enterprise Tier | Dedicated support channel, custom development consultation, integration and deployment assistance | Same day response | Unlimited requests |
Optional Add-Ons may include training, custom audits, or private development sessions on a per-agreement basis.
3. Service Level Commitments
- Availability: Support hours are Monday to Friday, 09:00 – 18:00 UTC.
- Response Time: Defined per tier above.
- Resolution: We commit to provide timely fixes or workarounds for verified issues within reasonable effort and scope of the licensed software.
- Communication Channels: Email and dedicated chat channels (for Enterprise only).
4. Service Limitations
The following are not included in Support Services unless explicitly contracted:
- Legal, tax, or regulatory advice
- Investment or financial consulting
- Accounting or compliance services
- Development of new blockchain networks or protocols
- Continuous 24/7 coverage (except Enterprise emergency channel)
- Third-party software integration outside Smart Launch Suite's scope
5. Data Retention and Security
5.1 Data Retention
- Support records are kept for the duration of the service relationship.
- Communication logs and tickets are retained for 3 years after termination.
- Payment records are retained as required by law and Stripe policy.
- Customers may request data deletion once the relationship ends, except where records must be kept for legal compliance.
5.2 Security Measures
- Encryption of data in transit and at rest.
- Access restricted to authorized Avaris personnel only.
- Regular security audits and monitoring to industry standards.
- All payments processed via Stripe's PCI-DSS Level 1 infrastructure.
6. Fees and Payments
- Fees for Support Services are specified in your purchase or renewal invoice.
- Prices are exclusive of applicable taxes; Stripe Tax calculates and collects VAT/GST automatically where available.
- Avaris Consulting Co., Ltd. remains the Merchant of Record for all charges and issues official invoices.
- Payments must be completed through Stripe before support services begin.
7. Upgrades and Renewals
Customers may upgrade their Support Tier at any time. Renewal terms and pricing are subject to change with prior notice. Non-payment or expired subscriptions result in automatic suspension of support access.
8. Termination
Either party may terminate Support Services with written notice. Termination does not entitle you to refunds for unused periods unless a material breach by Avaris is proven. Following termination, access to dedicated support channels and ticket systems will be revoked.
9. Limitation of Liability
Avaris Consulting Co., Ltd. is not liable for indirect or consequential damages arising from Support Services. Our maximum liability shall not exceed the amount paid for the specific support tier during the preceding 12 months.
13. Governing Law and Jurisdiction
These Service Terms are governed by the laws of Thailand.
Disputes shall be resolved exclusively in the courts of Thailand.
11. Contact
Avaris Consulting Co., Ltd.
Bangkok, Thailand
📧 [email protected]