Terms of Service
These terms and conditions govern your use of NS Support's customer support outsourcing services.
Agreement Overview
By accessing or using NS Support's services, you agree to be bound by these Terms of Service and all applicable laws and regulations. If you do not agree with any of these terms, you are prohibited from using our services.
- These terms apply to all users of our services
- We reserve the right to modify these terms at any time
- Continued use constitutes acceptance of any changes
1. Service Description
NS Support provides comprehensive customer support outsourcing services, including but not limited to:
- Dedicated customer support agents
- Technical support (L1 and L2)
- E-commerce support services
- Virtual assistant services
- Back office support
- Dispatching services
- Business process outsourcing
Our services are provided on a contractual basis with specific terms outlined in individual service agreements.
2. Client Responsibilities
As a client of NS Support, you agree to:
Accurate Information
Provide accurate, complete, and up-to-date information about your business, products, and services to enable our agents to provide effective support.
Training and Resources
Provide necessary training materials, product knowledge, and access to systems required for our agents to perform their duties effectively.
Timely Communication
Respond promptly to requests for information, approvals, or decisions that may impact service delivery.
Compliance
Ensure that your business operations and requirements comply with applicable laws and regulations in all jurisdictions where services are provided.
3. Service Level Agreements
Our service level commitments include:
Response Times
- • Email: Within 2 hours during business hours
- • Phone: Immediate during business hours
- • Chat: Within 1 minute during business hours
Availability
- • Standard: 8 AM - 8 PM (client timezone)
- • Extended: 6 AM - 10 PM (client timezone)
- • 24/7: Available upon request
Quality Standards
- • Customer satisfaction: 95%+
- • First call resolution: 85%+
- • Agent availability: 99%+
Security
- • SOC 2 Type II certified
- • GDPR compliant
- • Regular security audits
4. Payment Terms
Billing and Invoicing
- Invoices are issued monthly in advance
- Payment is due within 30 days of invoice date
- Late payments may incur additional charges
- All prices are exclusive of applicable taxes
Pricing Structure
- Per-agent monthly rates
- Volume-based discounts available
- Custom pricing for enterprise clients
- Setup fees may apply for new clients
Refund Policy
Refunds are provided in accordance with our 30-day performance guarantee. Specific refund terms are outlined in individual service agreements.
5. Intellectual Property
Client IP Rights
All client intellectual property, including trademarks, copyrights, trade secrets, and proprietary information, remains the exclusive property of the client. NS Support will not claim any rights to client IP.
NS Support IP Rights
All NS Support methodologies, processes, software, and proprietary systems remain the exclusive property of NS Support. Clients may not copy, modify, or distribute our proprietary materials.
Work Product
Any work product created specifically for a client during the course of service delivery will be owned by the client, subject to NS Support's right to use general methodologies and processes.
6. Confidentiality and Data Protection
Both parties agree to maintain strict confidentiality regarding:
- Business strategies and plans
- Customer information and data
- Financial information
- Technical specifications and processes
- Any other information marked as confidential
We comply with all applicable data protection laws, including GDPR, and maintain SOC 2 Type II certification for data security.
7. Limitation of Liability
Important Notice
Our liability is limited as described below. Please read this section carefully.
General Limitation
NS Support's total liability for any claims arising from or related to our services shall not exceed the total amount paid by the client for services in the 12 months preceding the claim.
Excluded Damages
NS Support shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or business opportunities.
Force Majeure
NS Support shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including natural disasters, government actions, or technical failures.
8. Termination
Termination by Client
Clients may terminate services with 30 days written notice. Early termination fees may apply as specified in the service agreement.
Termination by NS Support
NS Support may terminate services immediately in case of:
- Non-payment of fees
- Breach of confidentiality
- Illegal or unethical business practices
- Failure to provide necessary information or access
Post-Termination
Upon termination, both parties shall return or destroy all confidential information and materials. Data retention policies will be followed as specified in our Privacy Policy.
9. Dispute Resolution
Negotiation
Parties agree to attempt to resolve disputes through good faith negotiation before pursuing other remedies.
Mediation
If negotiation fails, disputes will be submitted to mediation through a mutually agreed mediator.
Arbitration
If mediation fails, disputes will be resolved through binding arbitration in accordance with the rules of the American Arbitration Association.
10. Governing Law
These Terms of Service shall be governed by and construed in accordance with the laws of Serbia, without regard to conflict of law principles. Any legal action or proceeding arising under these terms shall be brought exclusively in the courts of Novi Sad, Serbia.
11. Changes to Terms
NS Support reserves the right to modify these Terms of Service at any time. Changes will be effective immediately upon posting on our website. Material changes will be communicated to clients via email or other appropriate means.
Continued use of our services after changes are posted constitutes acceptance of the modified terms.
12. Contact Information
For questions about these Terms of Service, please contact us:
Legal Department
- Email: legal@nssupport.com
- Phone: +1 (949) 822-1433
Mailing Address
NS Support
Bulevar Vojvode Stepe 36a
21000 Novi Sad, Serbia