Annual Service and Support Subscription

With an active annual support and service subscription, Cobalt Blue Web guarantees uninterrupted service for the duration of the contract, even in cases of force majeure. Our infrastructure and team are distributed across Mexico, the United States, and India, ensuring that service is not dependent on a single person or office. All our procedures are documented internally to maintain service quality and continuity.

Cobalt Blue Web has technology partners with the same level of expertise. In the unlikely event of force majeure preventing Cobalt Blue Web from providing service, our partners will take over the customer portfolio to ensure service continuity. During the transition, administrative access to your applications will remain open at no additional cost to avoid disruption.

The subscription expiration date cannot be postponed for any reason. If a customer fails to pay their annual fee, their access and support will be suspended until they reactivate their subscription at the current rates. Any outstanding balance must be paid before service can be reactivated.

In cases of severe disasters that prevent Volo software support for 120 calendar days, the customer can request the source code from our alternative partners with a private, non-commercial use license to install the software on their own premises.

Cloud Computing and Connectivity

Our Volo® services—hosting, domains, web development, and mobile development—require a constant internet connection. Service quality depends on the speed, redundancy, and reliability of your internet connection. A standard, uncongested connection is usually sufficient.

For dedicated Volo servers, a dedicated link of at least 4Mbps upload and download speed is required, not shared with other users, and hardware with a minimum 2GHz processor and 4GB of RAM for approximately 100 simultaneous users.

Interruptions or slowness due to third-party connectivity are outside our service policy.

Requirements

A requirement is a specific task requested by the client. A project can include multiple requirements with mutual commitments.

Cobalt Blue Web is responsible for fulfilling the requirements with the highest possible quality and within the agreed timeframe. The client is responsible for monitoring and overseeing these requirements.

Estimated Delivery Times

Delivery times are estimates and may be affected by external and internal factors. Requirements that depend on customer participation may change if such participation is not timely, accurate, or truthful. An estimated time does not constitute a guarantee or a contract, with an expected variation of +/- 10%.

Scope of Requirements

The scope is defined by what was agreed upon in a specific quote. Any changes to the scope may incur additional costs. Quotes are based on identified needs and explicit requests.

Warranty

• Design, development, consulting and hourly training: No guarantee, delivery is made on demand at the requested time.
• Web projects with fixed price quote: Warranty for up to 7 days after delivery.
• Custom web and mobile development for a fixed price: Warranty for up to 60 days after delivery.
• Adaptations and operation of the Volo® softwareLifetime warranty with annual subscription. Does not include new features not currently available in Volo®.
• compatibility of www.volo.mxGuaranteed only in the latest version of Microsoft Internet Explorer. Compatibility of pages generated with Volo is guaranteed in the latest versions of IE, Firefox, Chrome, and Safari.

To validate any warranty, it is necessary to be up to date with payments and for the warranty to be fully paid.

Payments

Our rates and services are based on an hourly rate. A quote includes estimated hours, with some fixed and others variable. A deposit is required to begin work. If the service is billed hourly, it is invoiced every 7 days.

We accept payments via PayPal or Stripe, and American Express, Visa, and MasterCard (6% fee). These fees are added to the invoice for some services.

Prices may increase by up to 10% annually for services and up to 15% for services subject to the dollar exchange rate. Historically, the increase has been less than 5% annually.

Domains

Cobalt Blue Web manages domains for clients with annual service contracts. If you change providers, transfer all your domains to avoid deletion. If the domain is not transferred, it will be deleted.

Hourly Services

The service can be provided at our offices or at the client's. If the service is provided at the client's office, the fee is higher to cover travel and transportation expenses. Our hours are Monday through Friday, 9:00 AM to 18:00 PM, by appointment only.

All activities requested by the client, including new activities, changes and corrections, are accounted for in billable hours, except for review time derived from a warranty.

Information and Data

• All information is the exclusive and confidential property of the client.
• All customer information and data, including backups, are encrypted, under accounts with two-step authentication, and physical and virtual security that is stricter than what is required by common regulations, as the security, confidentiality and privacy of your data is a top priority.
• Cobalt Blue Web does not store customer information or share it with any third party; customers are responsible for their own data and backups.
• In the event of termination of services, the information will be completely deleted, including backups, leaving no trace of that information.
• If a customer requests to retain something for future activation of their services, it will be done as an exception and for a certain time (provided it is not longer than 20 days after its expiration, in which case if this time passes, all data will be permanently deleted).
• Email accounts, Google Apps and web hosting will be deactivated 24 hours after changing DNS to other servers, unless explicitly requested otherwise.
• While your services are active, you have administrative access to create backups and access your information (for example, downloading a complete backup of all your data). This activity is always the responsibility of the customer, not Cobalt Blue Web staff. If your service expires, you haven't created a backup, and you want one, you will need to reactivate your service by renewing it in order to create your own backups.

Suspension, Renewal, Interest and Termination of Services

Cobalt Blue Web It is not a financial institution. and therefore, It does not offer credit of any kindEach customer is responsible for finance their own services. For this reason, There is no tolerance for lateness in payments. If a client forces us to operate as if we were a financial institution—that is, if they maintain active services without paying—, charges will be generated. interest of 55% per month while services remain active.

Payments, Interest and Renewals

• If an invoice is not paid before the due date, a will be automatically generated 55% monthly interest while the service remains active.

• To avoid interestthe client must notify before the expiration date that will NOT renew the services for the next period.

• If the customer does not warn y does not pay, will be understood as an implicit instruction that does not wish to retain the services or your datalarvae, nymphs, and adults, so Everything will be cancelled on the expiration date. and we will proceed to delete information, access and settings.

• This policy protects both the customer (who does not wish to continue storing data on servers) and us (due to operating costs and liability).

Suspension of Services

• If the service remains active no payment, automatically enters state of suspension and the aforementioned interest rates apply.

• During the suspension, services do not operate, but The costs and responsibility continue to accruelarvae, nymphs, and adults, so Expiration dates do not change.

Final Elimination

• Email accounts, Google Workspace, hosting and servers are They will be removed on the same day as the expiration date. if no payment or non-renewal notice has been received.

• In the event of a migration (for example, changing DNS or moving services to another provider), the deletion will be performed 24 hours later to confirm the change, unless the customer explicitly requests to keep them temporarily.

• A customer who chooses not to renew, or does not renew for any reason, agrees that all their data, including backups, will be completely deleted from all our platforms, with no possibility of recovery by any other means. This ensures that a customer who has implicitly or explicitly indicated their intention not to renew can rest assured that their data has been completely deleted, no backups exist, and their data privacy is protected as no copies of their data remain.
• If a customer explicitly requests cancellation of the service and/or deletion of their data, both their main service and any backups will also be completely deleted on demand.

Service Validity

Validity periods according to contract (quarterly, semi-annually, annually)

• Hosting

• Domains

• Maintenance policies

• License setup

• Discharge

• Google workspace

• Any annual subscription service

Failure to renew before the expiration date may result in additional charges or immediate deactivation.

Validity of human service

• Hours of support or development

• Graphic Design

• Mentorship

• training

• Portal creation

• Website design

• Intranet

After 6 months from the invoice date, any unused hours or services are considered expired and require new contracting.

Contracts

For services exceeding $10,000 USD on the first invoice, a service agreement and confidentiality agreement can be signed, subject to review by Cobalt Blue Web's legal department. This amount is not cumulative or retroactive.

By using our services, you agree to our contract and service policies.

Web Hosting Service

Our web hosting services include a control panel that allows for complete management by the client. If you prefer that we manage your account, this will incur an additional cost. We also provide articles on how to use the control panel and support for any issues or emergencies through our ticketing system at https://s.cobaltblueweb.com in the TICKETS section. Support is handled by staff separate from your sales representative or account executive, so we ask that you use the ticketing system exclusively.

The hosting server offers backups for up to 7 days. Restoring a previous backup will incur an additional charge. This service does not guarantee data loss; we recommend purchasing a backup plan from us or performing regular backups to prevent data loss.

Mail Service

Our email service is designed for personal or business use for communication between individuals. Misuse or illegal practices will result in account suspension or termination. When you register a new customer, we offer free mailbox creation, account setup, and team configuration. For setting up additional or extra mailboxes, the customer receives access to the email management control panel. Should you require further support, you can request it via a support ticket.

The client control panel displays active mailboxes; this is the official list. If a list in spreadsheet format is required, there will be an additional charge per hour. Sending bulk email or spam through our SMTP service is prohibited and may result in account suspension or termination without prior notice.

There is a limit of 500 external emails per day per mailbox. If you wish to send more, you can use multiple mailboxes or a newsletter tool.

Google Mail Service (Gmail, Google Apps)

Customers who subscribe to these services will be subject to Google's policies and terms of service. For more details, see Google's SLA at http://www.google.com/apps/intl/es/terms/sla.htmlGoogle Apps for Work accounts purchased after the initial subscription period will be billed for the full year. Subscriptions for 11 or more accounts on a single invoice may be charged pro-rata. Any changes to Google's policies or terms that affect us as a provider will be passed on to the client.

If you switch providers before your service cutoff date, no refunds or credits will be issued for the remaining time. We recommend planning your migration to another provider in advance to get the most out of your paid service. Discounts on Google's official price are not available.

For Google Apps for Education accounts, the educational institution is subject to Google's free terms and conditions, and Cobalt Blue Web is not responsible for these terms and conditions or any changes that may occur.

Google AdWords Account Management

The Google AdWords service is offered as consulting or advisory support on the use of the tool, and its accuracy and precision are not guaranteed due to its inherent variability and complexity. Cobalt Blue Web provides the client with access credentials to their Google AdWords account to ensure transparency in their spending. It is the client's responsibility to periodically review this tool and report any issues or request changes to their campaigns. Cobalt Blue Web is not responsible for the client's lack of oversight.

The client has access to their own Google AdWords account, but with their own payment information. Under this arrangement, there is a minimum monthly charge of 7 pesos before taxes.

Monthly Advertising Policy

Our company does not impose a fixed term on advertising contracts and shares the risk with the client when launching an advertising campaign. Access to the control panel or delivery of advertising materials will be granted after a certain number of months of service or after reaching a specific revenue threshold, to prevent losses. The client may also choose to pay a specific amount to acquire the materials if they decide to switch providers.

Clients with a monthly advertising plan will not have access to AdWords, Facebook, Instagram, or other advertising accounts and will only receive a monthly summary report. They can request a change in their work arrangement to manage their own accounts, for which they will be charged per hour of consulting.

The average commission in this scheme is 30%, varying between 0% and 50% depending on the case, with a minimum commission of 5 pesos before taxes.

Volo® Software

The Volo® software is licensed under a contract available on the system. No user will receive the Volo® source code. Modifications to the software are the property of Volo® and are subject to its terms of service.

The quoted adjustments only include the development of functionality and integration into the software, excluding training, configuration, implementation, testing and any other request not explicitly quoted.

Cloud Servers and Cloud UPS

Cloud server hosting is offered on a rental basis for a contracted period. Once the contract expires, we are not obligated to store your data if it has not been renewed on time. This service does not include data backups by default, so we recommend creating your own backups or subscribing to our additional services.

Suggested concurrent user performance may vary. Should the server require more resources, we offer the option to upgrade to the next available plan or purchase additional RAM, processor, and storage.

UPS Physical Key Receipt

The safekeeping of the physical key to the SAI integrated management system is the client's responsibility. The lock is transported carefully with a 97% uptime guarantee. Payments for key safekeeping services and the software itself are non-refundable. We are not responsible for theft, loss, or any damage to the key.

Returns

No refunds will be issued for services that have been contracted and invoiced. Services contracted annually are non-refundable for the remaining term if canceled early. This includes annual subscriptions, dedicated servers, virtual servers, G Suite, Google Ads, hosting, domains, email, setups, configurations, licenses, and development services.

In the case of over-deposits, 100% of the excess amount can be refunded only within the same month. Afterward, 46% will be retained if a refund is desired. A credit note for 100% of the excess amount can be issued at any time. Over-deposits not claimed within 60 days cannot be claimed thereafter.

Communication / Complaint Handling / Values ​​in Interaction

We are open to listening to and resolving complaints as quickly as possible. Communication must be objective, impartial, prompt, peaceful, respectful, and understanding. Any offensive, aggressive, biased, insidious, dishonest, or malicious communication will be subject to partial or total blocking.

IP addresses are leased

The IP addresses provided for rental services are the property of Cobalt Blue Web and may be changed without prior notice. These IP addresses are rented temporarily according to the duration of the contracts and are not the property of the customer.

Notifications

All notifications and communications will be made in writing via email to the addresses provided by the client. It is the client's responsibility to ensure that their registered email address is working correctly.

Legal Notes

Cobalt Blue Web reserves the right to refuse service to any customer. Services must be used within the framework of the law. Any dispute will be subject to the laws of Monterrey, NL, Mexico.

Abuses

The following behaviors are prohibited:

General:

• Attempted and/or damaging servers, computers, network, clients, etc.
• Use of IRC, bots
• Hosting or links to SPAM, illegal content, pornography, viruses, spyware, immoral activities.

Emails:

• Sending unsolicited SPAM
• Email masking
• Email attack
• Incorrect content in emails

Servers:

• Processes or programs that affect the server's operation
• Excessive use of resources
• Excessive use of concurrent services

Donations

In-kind donations are voluntary and temporary; they do not constitute a contract. The company may cease or refuse the service provided at any time. The recipient may acquire the donation by paying the full amount owed for the product and service provided.

Confidential information

No customer has the right to request confidential information from the company, suppliers, employees, collaborators, or partners. Such requests will be ignored or rejected.

By becoming our customer, you agree to our service policies, which may change and be updated at any time without prior notice.