Ser­vice Hours Pur­chase & Expiry Pol­i­cy

1. Ser­vice Hour Pur­chase

Clients may pur­chase ser­vice hours at dis­count­ed rates for Lin­ux sup­port ser­vices. The hours are avail­able for pur­chase in the fol­low­ing incre­ments:

• 20 hours
• 40 hours
• 80 hours
• 120 hours
• 240 hours

These hours may be used for any Lin­ux-relat­ed sup­port ser­vices offered by Con­tau­ro, includ­ing but not lim­it­ed to trou­bleshoot­ing, sys­tem main­te­nance, secu­ri­ty patch­ing, con­sult­ing, and train­ing.

2. Expiry of Pre­paid Ser­vice Hours

• Expiry Peri­od: All pre­paid ser­vice hours must be used with­in 12 months from the date of pur­chase. After this peri­od, any remain­ing unused hours will expire and will no longer be redeemable for ser­vices.
• Rolling Expiry: The 12-month expiry peri­od begins on the date of pur­chase, not the date of first use. For exam­ple, if a client pur­chas­es 40 hours on Jan­u­ary 1, 2024, these hours must be used by Jan­u­ary 1, 2025.
• No Exten­sions: Once the 12-month peri­od has passed, any unused hours are non-refund­able and can­not be extend­ed, trans­ferred, or redeemed for future ser­vices.

3. Usage of Pre­paid Ser­vice Hours

• Hour Track­ing: All hours used will be deduct­ed from the ser­vice hour pur­chase on a first-come, first-served Clients will receive an invoice or report show­ing the remain­ing bal­ance of hours at reg­u­lar inter­vals (e.g., month­ly or quar­ter­ly).
• Non-Trans­fer­able: Ser­vice hours pur­chased under one account are non-trans­fer­able and can only be used for ser­vices pro­vid­ed to the client who pur­chased the hours.
• Appli­ca­tion to Ser­vices: Pre­paid ser­vice hours can be used for any ser­vices offered under our stan­dard Lin­ux sup­port agree­ments, includ­ing emer­gency sup­port, sys­tem main­te­nance, secu­ri­ty audits, health checks, con­sul­ta­tions, train­ing, and trou­bleshoot­ing.

4. Expiry Noti­fi­ca­tion

To ensure that you have ade­quate time to use your hours before they expire, Con­tau­ro will send the fol­low­ing noti­fi­ca­tions:

• 30 days pri­or to expiry: A reminder email will be sent to inform the client of the remain­ing hours and the approach­ing expi­ra­tion date.
• 7 days pri­or to expiry: A final reminder will be sent to encour­age clients to sched­ule any remain­ing hours before the expi­ra­tion date.
• Expiry Noti­fi­ca­tion: After the expi­ra­tion date, any unused hours will auto­mat­i­cal­ly expire, and clients will no longer be able to redeem them.

5. Renew­al and Re-Pur­chase

• Renew­al Option: If the client has unused hours that have expired, we offer the option to pur­chase addi­tion­al hours at the cur­rent pre­paid ser­vice hour rate (dis­count­ed rate) for the same block of hours. Expired hours can­not be rein­stat­ed.
• New Pur­chas­es: Clients can also choose to pur­chase new ser­vice hours at any time, which will reset the 12-month expiry peri­od for the new­ly pur­chased hours.

6. Pay­ment Terms

• Pay­ment: Pay­ment for ser­vice hour pur­chas­es is due at the time of pur­chase and must be com­plet­ed in full before any hours are avail­able for use.
• Refund Pol­i­cy: Ser­vice hours are non-refund­able once pur­chased, and the expi­ra­tion pol­i­cy will still apply regard­less of the client’s usage pat­terns.

7. Ter­mi­na­tion of Agree­ment

In the event of ter­mi­na­tion of the sup­port agree­ment with Con­tau­ro (by either par­ty), any unused hours will be sub­ject to the same expiry terms out­lined above. No refunds or cred­its will be issued for unused hours after the expi­ra­tion date.

8. Lim­i­ta­tions and Excep­tions

• Emer­gency Hours: In cer­tain cas­es, emer­gency sup­port hours may be exclud­ed from the ser­vice hours agree­ment. These may incur addi­tion­al charges and are not sub­ject to the ser­vice hour expiry pol­i­cy.
• Force Majeure: In excep­tion­al cir­cum­stances (e.g., tech­ni­cal fail­ures or unfore­seen events), we may offer exten­sions on the expiry date at our dis­cre­tion. These excep­tions are rare and will be han­dled on a case-by-case basis.