Terms & Conditions

  1. Terms: By accessing this website and utilizing the services provided by MVT Solutions Group LTD (hereinafter referred to as “we” or “us”), you agree to be bound by the following Terms and Conditions of Use, along with our Service Level Agreement. It is your responsibility to comply with all applicable laws and regulations. If you do not agree with any of these terms, you are prohibited from using or accessing this site.

  2. Disclaimer: The materials on our website are provided “as is.” We make no warranties, expressed or implied, and hereby disclaim and negate all other warranties, including without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. We do not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on our website or on any sites linked to this site.

  3. Limitations: In no event shall MVT Solutions Group LTD or its suppliers be liable for any damages, including without limitation, damages for loss of data or profit, or due to business interruption, arising out of the use or inability to use the materials on our website or the services provided, even if we or our authorized representative have been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties or limitations of liability for consequential or incidental damages, these limitations may not apply to you.

  4. Revisions and Errata: The materials appearing on our website could include technical, typographical, or photographic errors. We do not warrant that any of the materials on our website are accurate, complete, or current. We may make changes to the materials contained on our website, including the services provided, at any time without notice. However, we do not make any commitment to update the materials.

  5. Links: We have not reviewed all of the sites linked to our website and are not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by us of the site. Use of any such linked website is at the user’s own risk.

  6. Service Level Agreement: The Service Level Agreement (SLA) governs the support services provided by us. It outlines the terms and conditions regarding technical support, resolution of support requests, response time, support levels, availability, and other related matters. The SLA is an integral part of these Terms of Service.

  7. Site Terms of Use: Modifications We may revise these Terms of Service for our website at any time without notice. By continuing to use this website, you are agreeing to be bound by the then-current version of these Terms and Conditions of Use, including the incorporated Service Level Agreement.

  8. Governing Law: Any claim relating to our website or services shall be governed by the laws of the Republic of Croatia without regard to its conflict of law provisions. General Terms and Conditions applicable to the use of a Web Site.

  9. Intellectual Property:It is our policy to obtain and enforce intellectual property rights, including patent, trademark, and copyright protections. All product names and service names, regardless of whether or not they appear in large print or with the trademark symbol, are trademarks of MVT Solutions Group LTD unless otherwise noted. We authorize individuals to view, copy, print, and distribute documents published by us on the World Wide Web for informational, noncommercial purposes only. Any copy of these documents, including electronic or paper copies, must contain all copyright and other proprietary notices. We reserve the right to revoke such authorization at any time, and any such use shall cease immediately upon written notice from us. The use or misuse of these trademarks, copyrights, or other materials, except as permitted herein, is prohibited and may be in violation of copyright law, trademark law, and other laws, statutes, and/or regulations.

Service Level Agreement

This Service Level Agreement (SLA) outlines the terms and conditions under which MVT Solutions Group LTD (hereinafter referred to as “we” or “us”) provides support services (hereafter known as Support) to our customers. The support will be provided from our location at Podolje 11A, 10000 Zagreb, Croatia. Our email contact for support is info@mvt-solutions.com.

  1. Support Services

1.1 Technical Support Services: Support includes technical answers and advice regarding the usage of our supported services. It will be provided by a MVT Solutions Group LTD Technical Support Engineer (hereafter known as engineer) via our Service Desk System website, email (info@mvt-solutions.com), or telephone (at the engineer’s discretion).

1.2 Exclusions: Support excludes hands-on consulting, project management, software development, formal training, and hardware troubleshooting. Requests beyond the scope of support may be referred to other departments and will be subject to a separate agreement, including additional fees. No additional fees will be charged without notifying and receiving agreement from the customer. Support must be provided by MVT Solutions Group LTD to the company purchasing support and may not be transferred or sold.

  1. Resolution

2.1 Resolution of Support Request: Resolution of a support request is achieved through one of the following:

  • Accomplishment of the goals or normalization of the symptoms described in the initial contact.
  • Mutual agreement that the goals are unattainable through support due to restrictions or limitations.
  • Customer not responding to a communication from MVT Solutions Group LTD within 5 calendar days.

2.2 Engineer’s Efforts: The engineer will make reasonable efforts to perform the requested services and communicate any workarounds or limitations in support. The customer acknowledges that the engineer’s ability to provide support depends on the completeness and accuracy of information provided by the customer. Certain requests may not be supportable due to limitations, and workarounds will be recommended if possible, but resolution cannot be guaranteed for every request. The engineer may require access to the customer’s data to execute the support.

  1. Response Time, Hours, and Language

3.1 Support Hours: Support is provided during business hours, from 8 a.m. to 6 p.m. CET. For customers subscribed to the “Enterprise” level support and in case of critical incidents, support is available 24 hours a day, 7 days a week, 365 days a year.

3.2 Initial Response Time: All support incidents filed through our Service Desk System website have a guaranteed initial response period based on the support level:

  • Business Support Level:

    • Critical Incidents: 6 Business Hours
    • Major Incidents: 3 Business Days
    • Minor Incidents: 1 Business Day
  • Enterprise Support Level:

    • Critical Incidents: 2 Business Hour
    • Major Incidents: 6 Business Hours
    • Minor Incidents: 4 Business Days

3.3 Language: Support will be provided in English and Croatian language only.

  1. Availability

4.1 Service Availability: We will strive to provide 99.9% availability of our services. This SLA does not include planned downtime for software upgrades and other maintenance tasks. In the event of downtime, both planned and unplanned, we will provide an announcement in the “Announcements” section of our help center, along with the expected time when the system will be available again.

  1. Support Levels

Support levels are categorized as follows:

  • Business Support Level: Support channel – Service Desk

    • Max Initial Response Time:
      • Critical Incidents: 6 Business Hours
      • Major Incidents: 3 Business Days
      • Minor Incidents: 1 Business Day
  • Enterprise Support Level: Support channel – Phone

    • Max Initial Response Time:
      • Critical Incidents: 2 Business Hour
      • Major Incidents: 6 Business Hours
      • Minor Incidents: 4 Business Days
  1. General Terms

This SLA is subject to the terms and conditions of our agreement with the customer. Any conflicts between this SLA and the agreement shall be resolved in favor of the agreement. We reserve the right to update this SLA from time to time, and any changes will be communicated to the customer in advance.

Last updated: Jun 20, 2023, Zagreb, Croatia