Terms and Conditions

4.1 Ticket submission = authorization to perform work. When you submit a support ticket or otherwise request assistance, you are asking YCS to investigate, troubleshoot, advise, configure, implement, or otherwise perform services. You authorize YCS to begin work that is reasonably necessary to address your request, including initial assessment and diagnostic steps.

4.2 Billable work. Unless you are covered by a separate written agreement with YCS that explicitly includes the requested work (for example, a managed services plan, retainer, or statement of work), support ticket work is billable. Billable work may include (without limitation) diagnosis, research, meetings/calls, configuration changes, remediation, deployment work, documentation, user/admin guidance, and coordination with third parties.

4.3 Rates, minimums, and rounding. You agree to pay fees at YCS’s then-current rates and policies for support and professional services (the “Rate Card”), as presented to you in the portal, a quote/estimate, a statement of work, or otherwise made available upon request. Unless otherwise stated in writing by YCS:

• Time may be tracked and billed in reasonable increments (for example, 15-minute increments).
• A minimum charge may apply per ticket, per incident, or per work session (for example, an initial diagnostic minimum).
• After-hours, expedited, emergency, or on-site requests may incur higher rates.

4.4 Estimates and approvals. If we can reasonably estimate the cost before performing substantial work, we may provide an estimate or scope summary. Estimates are non-binding unless expressly stated as a fixed-fee arrangement in writing. You authorize YCS to proceed with billable work when you (a) approve a quote or statement of work, (b) request us to proceed after receiving an estimate/rate notice, or (c) continue to request assistance through a ticket after being informed that the work is billable.

4.5 Included work under other agreements. If you have a prepaid plan, subscription, retainer, or other written agreement, YCS may apply covered time/credits first. Any out-of-scope work, usage above plan limits, or excluded services will be billed separately.

4.6 Third-party costs and pass-through charges. Some solutions require third-party products or services (for example, cloud provider charges, licensing, domain registration, certificates, shipping, or vendor support). You are responsible for third-party charges incurred on your behalf, and YCS may invoice such charges as pass-through costs (with or without an administrative handling fee if disclosed in advance or in the Rate Card).

4.7 Payment terms; invoices; nonpayment. YCS may invoice you per ticket, per project, on a recurring schedule, or upon completion. Unless otherwise stated on the invoice or in a separate written agreement, invoices are due upon receipt. Past-due balances may result in suspension of service access, pausing of ticket work, or termination, and may be subject to reasonable collection costs permitted by law.

4.8 Disputes. If you believe an invoice is incorrect, you must notify YCS in writing with reasonable detail within 14 days of the invoice date. Undisputed amounts remain payable. If you do not notify us within that window, the invoice will be considered accepted.

4.9 No guarantee of outcome. While YCS will use commercially reasonable efforts, support work may not always resolve an issue due to third-party limitations, legacy environments, access restrictions, or other factors outside YCS control.