Support terms

Draft, version of October 2026. Paid support is provided in English, so these terms are in English.

1. What you buy

The software (for example BackupZit) is free and open source; you may install it on as many systems as you like. A support plan gives your company access to the MaxZit support team for one product, for the plan's period, through tickets in this portal.

2. Tickets

• A ticket is one question or one problem. Separate problems need separate tickets; we may split a ticket that contains several.
• Each support plan of a product includes a fixed number of tickets per period. Unused tickets do not carry over to the next period. Maintenance plans for workstations include unlimited tickets for the covered workstations, for normal use (one ticket per question or problem, not used for projects).
• A ticket counts when it is opened. If the cause turns out to be a bug in our software, the ticket does not count.
• Only users of your company in this portal can open tickets.

3. Response times

Support hours are Monday to Friday, 9:00–17:00 Belgrade time (CET/CEST), except public holidays in the Republic of Serbia. Tickets can be opened at any time; we work on them during support hours.

We send the first response within the response time of your plan, counted only within support hours (for example, a 4-hour response time for a ticket opened on Friday at 16:00 ends on Monday at 12:00). A response time is a target for the first reply, not a promise of a solution within that time.

4. What is not included

• Work on your systems (installation, migration, configuration on site or by remote access) unless the plan says so; you can order it as a one-time service (section 6).
• Problems caused by hardware, third-party software, or changes to the software's source code.
• Recovering data that was never backed up.

5. Period, payment and renewal

• You order a plan in the portal and receive a proforma invoice. The plan starts on the day we record your payment; the invoice follows.
• A renewal ordered before the current period ends starts when the current period ends.
• Plans do not renew automatically. Prices can change for future periods, never for a paid period.

6. One-time services (onboarding and setup)

• An onboarding package is a one-time remote session in which we install and set up the product with you. Its size is set by the number of devices (protected machines, endpoints, monitored devices or users) and the session time shown in the package. Choose the package for the number of devices you have; for more devices, ask us for an offer.
• After the payment you book the date by opening a ticket; the package includes tickets for booking and questions about the setup, which do not use the tickets of a support plan. The package must be booked within the time shown (usually 3 months after the payment); after that it expires.
• Included: installation of the product on prepared systems, the basic configuration described in the package, and a short handover. Not included: preparing hardware, operating systems and networks, migrating data from other products, and work beyond the devices or time of the package; we offer such work separately.
• You give us remote access and a person who can make decisions for the duration of the session. A session you cancel less than one business day before it starts, or that cannot take place because the systems are not ready, counts as held.
• A one-time service is not refunded once the session has taken place.

Maintenance of workstations, servers and networks (contracts)

• Maintenance is ordered as a contract for 12, 24 or 36 months (minimum 12 months). The price is per unit (workstation, server …) and stays fixed for the term. The contract, its Annex 1 (service description and price) and the General Terms are bilingual (Serbian and English); the Serbian text prevails.
• You choose the payment when ordering: monthly, or the whole term in advance where the plan offers it. The contract starts when we receive the first payment. Each following period gets its proforma invoice by email about 10 days before the paid period ends, with the dates of the period.
• If a payment is late, we send a reminder and may charge statutory default interest and suspend support for the unpaid period; after 60 days unpaid we may end the contract. The contract and its obligations continue.
• You can add units or move to a higher package at any time; the new price applies from the next proforma. If you reduce units or move to a lower package during the term, the difference to the agreed monthly fee stays payable until the end of the term.
• The term (12, 24 or 36 months) is the minimum. When it ends, the contract does not renew for a new term: it simply continues month by month at the same price (paid in advance: the term price divided by its months) until you or we end it. We remind you 30 days before the term ends. You can give notice at any time (in the portal on the contract page, or by email to office@maxzit.com); the contract ends 30 days later, but not before the end of the term or of a period already invoiced, and the last incomplete month is billed by the day. We can end the contract with immediate effect. If you end the contract during the term, the remaining monthly fees of the term are payable.
• Maintenance plans are priced per unit; you order them for the number of units you have and tell us when the number changes.
• Remote help for your users is included within the tickets of the plan: problems with computers, printers, scanners and programs. Projects (new systems, moves, migrations) and buying equipment are not included; we offer them separately.
• On-site visits are not included in the maintenance plans. We work remotely; on request we come on site and bill the visit and the work separately.
• Backups in a plan are made with BackupZit to your storage or to MaxZit's storage with the space shown in the plan; restores are tested as stated in the plan.

7. Liability

We give support with professional care. Our liability for damages from the support is limited to the amount paid for the current period of the plan, except for intent and gross negligence. You are responsible for your systems and for keeping tested backups.

8. Data

Information you send in tickets is used only to help you. See the privacy policy.

9. Law

These terms are governed by the law of the Republic of Serbia. The Commercial Court in Pančevo has jurisdiction. Questions: office@maxzit.com.