Weblabor Monthly Support Service Terms and Conditions

Service Provider: Carlos Eli Escobar Ruiz, individual, operating under the trade name WebLabor ("Weblabor"), RFC EORC9302022E9, with address at Calle 19 #135 corner 32, Colonia Chuburná de Hidalgo, Mérida, Yucatán, Mexico.

Service: monthly support subscription through a prepaid credit package.

Related documents: the quotation or accepted written agreement, these conditions and Weblabor's General Terms and Conditions.

1. Purpose and nature of the service

Monthly Support Service is a recurring subscription through which the Client purchases a prepaid package of credits to request work time from the Weblabor team for activities related to their contracted systems, projects, or services.

Credits represent the professional time actually used, weighted according to the profile involved. Purchasing the service does not guarantee a number of tasks, corrections, results, or solutions.

The service is intended mainly for operational support, troubleshooting, configuration, text error correction, minor improvements, diagnostics, error correction outside the defect correction period, testing, design, research, management and other limited-scope activities. Larger-scope developments are generally contracted with a separate quote.

2. Order of precedence

If two documents contradict each other, they are applied in this order:

1. The quotation or written agreement that the Customer accepted, insofar as it expressly regulates it.
2. These conditions.
3. Weblabor General Terms and Conditions.

What a document does not regulate is governed by the following.

3. Quote and contracted credits

The quote determines the number of credits per period, the price, taxes, and any special commercial conditions. These conditions do not set a permanent price per credit.

The service is a subscription and not a loose bag of hours. If the Customer wants to hire specific work without maintaining the subscription, Weblabor can issue an independent quote.

4. Monthly payment and renewal

The subscription does not renew automatically and Weblabor does not make automatic charges. Each month the Customer pays in advance for the following period, through the payment method that Weblabor indicates. A payment is considered made when Weblabor confirms that it received the funds, as established in Weblabor's General Terms and Conditions.

The subscription remains active as long as the Customer pays each period on its renewal date. If they do not pay, the service will not be renewed and section 26 will apply. To stop renewing, it is sufficient not to pay the following period; the Customer may also notify Weblabor through an official support channel.

Stopping renewal does not cancel or refund the already paid period.

5. Prepaid plan and balance

All work is done against available balance. Weblabor is not obligated to generate negative balance, to finance work, or to complete a task when there are insufficient credits.

When the balance is insufficient, Weblabor can continue working until it runs out and then pause the activity. The Client can purchase additional credits in advance, with the same usage rules and validity period.

When it is reasonably possible to foresee that the balance is about to run out, Weblabor will endeavor to notify the Client. This notice does not change the prepaid nature of the service.

6. Accumulation, validity and order of consumption

Unused credits accumulate while the subscription is active and in good standing. Each credit is valid for twelve months from the date it is acquired.

Consumption is applied first to the oldest credits, to reduce unnecessary balance expiration.

Credits are not refunded or converted to money, except where required by law. They cannot be transferred between companies, accounts, projects, or third parties without express authorization from Weblabor.

7. Profile Equivalences

Consumption depends on the professional profile carrying out the activity. As an initial table, these equivalencies are applied:

The internal monetary values with which these equivalencies were constructed are not part of these terms.

Weblabor may update the equivalencies according to section 28.

8. Multiple profiles intervention and simultaneous work

A task can involve multiple profiles. Each segment is recorded according to the profile that performed it; support work done previously is not reclassified as development if the task later moves to a developer.

When multiple people participate, simultaneously or one after another, the time of each one is recorded.

For example, a two-hour meeting with three Weblabor members generates the time for each participant, and their equivalence is applied to each one.

9. Time tracking and minimum unit

Weblabor uses its internal time tracking tools as the primary source to determine time spent.

Time starts counting when a person begins analyzing, attending to, or executing the request, and stops when they stop working on it.

Consumption has a minimum unit of fifteen minutes per task and profile. Work sessions on the same task and profile are added together before rounding, to avoid artificially fragmenting the work.

10. Waits and automatic processes

Periods in which Weblabor awaits information, access, authorizations, or responses from the Client do not consume credits if no one is actively working.

Automated processes consume only the human time necessary to prepare, execute, review, or intervene in them. If a process requires active supervision due to technical or operational risk, that time does consume credits.

11. Definition and reopening of tasks

A reportable incident, request, investigation or work is a task. Multiple messages about the same error or issue are not themselves separate tasks.

When a closed incident reoccurs and is reasonably the same problem, it can be reopened as a continuation of the same task.

12. No estimate or fixed price

As a general rule, Monthly Support requests are executed directly against the balance and do not include prior time estimates or fixed prices per task.

If the Client needs to know and approve beforehand a fixed cost or a formal development scope, they should request an independent quote.

13. Limits and consumption instructions

Unless the Customer has set limits beforehand, Weblabor can continue working on a request while there is balance.

The Client may set limits or rules, for example, requiring their authorization before exceeding a certain amount of credits. Once Weblabor accepts the rule, it must comply with it. Consumption made against an expressly agreed limit may be claimed.

14. Professional time and no result guarantee

Consumption corresponds to professional time spent and not to the result obtained.

Credits are consumed even if the investigation concludes that there is no error, that a solution is not viable, that the problem is from a third party, that a test does not detect incidents, or that the expected result is not obtained.

The foregoing does not exempt Weblabor from correcting, without consuming additional credits, the time necessary solely to remedy errors directly attributable to Weblabor during the execution of the service itself.

15. Included activities and broader developments

The budget can be used for operational support, configurations, tasks that the Client could do and delegates, text error correction, minor changes, QA, additional testing, design, minor development, research, management, meetings, user support, diagnostics, and other system-related activities.

Weblabor may determine that a request needs an independent quote based on its scope, risk, complexity, or nature.

Exceptionally, Weblabor may accept a larger scope development against credits, for example due to urgency or special agreement. In that case, the defect correction period, deliverables, and conditions inherent to a formal development project are not automatically included, except by written agreement.

16. Technical criterion and right to reject instructions

The Client defines the need, the problem, or the result they are seeking. Weblabor retains reasonable discretion over how to implement it technically.

Weblabor may reject or condition illegal, unsafe instructions that violate third-party rights, compromise systems, represent relevant technical risks, or prove reasonably inconvenient.

If the Client insists on a procedure contrary to a technical recommendation from Weblabor, Weblabor may refuse, request express acceptance of the risks, or document the warning in writing before proceeding. The direct consequences of ignoring a reasonable technical warning are not attributed to Weblabor, without prejudice to the responsibilities that the law does not allow to exclude.

17. Client Errors, Third-Party Errors, and Weblabor Errors

If a task was executed correctly and afterwards the Client, its users, employees, suppliers or third parties modify, revert or affect the result, the time spent on subsequent investigation and correction normally consumes credits.

When Weblabor commits a human or operational error directly attributable to its staff in executing a request, the additional time used solely to correct it does not consume credits. The time of the originally requested work is consumed.

18. Defects in Weblabor development

A defect in a development made by Weblabor is addressed, without consuming Monthly Support credits, when it is within the defect correction period established in the General Conditions for the Provision of Weblabor Software Development Services, and under the procedure described therein.

This period is thirty calendar days, counted from when each development, phase, or deliverable is accepted, to report defects. It does not imply immediate attention.

After the period expires, issues are addressed with Monthly Support credits or with a quote, as applicable. If the Client requests extraordinary priority outside the normal conditions of the correction period, credits can be agreed upon to be used for that priority.

19. Third-party services and dependencies

The Client may use credits to request investigation, diagnosis, communication, or advice regarding APIs, platforms, servers, providers, or other third-party services. Time spent consumes credits even if the cause or solution depends on the third party.

Weblabor does not guarantee the ability to fix external system failures, but can help identify them, explain them, and guide the Client on the necessary actions or contacts.

20. Meetings and efficient use recommendations

Meetings, calls, video calls and coaching sessions are work time and are consumed according to the time and profile of each Weblabor team member who participates.

To manage the budget, Weblabor recommends documenting incidents in writing, with steps to reproduce them, evidence and expected results; providing access on time; avoiding meetings when information can be sent in writing; and not convening profiles that are not necessary.

21. Management and coordination

The management required for a request, such as analysis, specific planning, task preparation, coordination between profiles, or particular follow-up, can consume credits according to the corresponding profile.

The ordinary internal administration of Weblabor, such as general quality controls, internal ticket audits, or administrative supervision of the team, does not consume credits by itself.

22. Authorized Personnel and Official Channels

By default, people incorporated or recognized as authorized participants in the Client's official channels can request support and generate consumption, unless a restriction has been communicated beforehand.

The Client may designate or change responsible parties and limit who authorizes certain activities through official channels enabled by Weblabor. A validly made request prior to receiving a restriction cannot be disregarded later due to lack of internal authorization from the Client.

Weblabor can enable and modify official customer service channels, including WhatsApp, ticketing systems, proprietary platforms, email, or other means.

23. Direct user support

When agreed upon, Weblabor can directly assist employees, clients, or end users designated by the Client. That time consumes credits.

End users can request operational assistance, ask questions, and report behaviors or potential errors, but cannot order developments or modifications without express authorization. Reports that require changes can be escalated to the Client's authorized representative.

24. Access, information and collaboration

The Client must provide the access, documentation, credentials, information and reasonable collaboration necessary.

Time spent reviewing the application, attempting to access, diagnosing missing information, or explaining requirements consumes credits. Subsequent waiting, without active work, does not consume.

25. Availability, priority, and service level

Having credits does not reserve specific personal staff or guarantee immediate availability, 24/7 support, on-call personnel, dedicated staff, or a maximum response time.

Weblabor will endeavor to address requests promptly and give operational priority to clients with Monthly Support, according to the availability of their profiles and its team. Marking a request as urgent does not guarantee immediate attention. When the Client authorizes it, Weblabor may assign an available profile with greater consumption equivalence to attempt to prioritize it.

Those who need guaranteed schedules, reserved capacity, standby staff, attention at specific windows, or maximum response times must purchase a service level (SLA) or a special scheme expressly defined in their quote.

26. Non-payment, suspension and cancellation due to default

If payment is not received on the renewal date, the service is suspended and accumulated credits cannot be used while the suspension is in effect.

The Client has fifteen calendar days to regularize payment. If they pay within that period, the subscription is reactivated and the current balance is recovered.

If fifteen calendar days pass without regularizing, the subscription is considered canceled due to non-payment and the accumulated balance is lost. There is no additional period to use it.

27. Voluntary cancellation, remaining balance and pending tasks

When the Client decides not to renew, they can continue using the service during the already paid period and try to consume their balance before it ends. When that period ends, no new requests can be generated and any unused credits will be lost, with no refund. That's why it's best to use them beforehand.

If Weblabor did not complete specific, sufficiently defined and validly requested tasks during the term for reasons of capacity or operational limitations, it may conclude them afterwards against the balance remaining at closing. These tasks cannot be expanded or converted into new requests. If the balance is insufficient, the work is paused: the prepaid nature always takes precedence.

28. Modification of equivalencies and these conditions

Weblabor may modify consumption equivalencies, as its experience, costs, profiles, or service structure evolve.

When a change increases applicable consumption, Weblabor will notify the registered email address with at least five business days' notice before it takes effect. A renewal that occurs before that deadline maintains the previous equivalencies for that period. Renewals after the change takes effect are subject to the new equivalencies, and payment of that renewal means the Customer accepts them. If you disagree, you may stop renewing according to section 4.

Any other changes to these conditions are published on this page with their "Last updated" date and are notified to the Client's registered email with the same minimum advance notice. They do not affect the period already paid.

29. Balance and Claims Information

Weblabor keeps internal records of time and consumption. Until a specific platform exists, it can report balances and movements through enabled channels, including WhatsApp.

The Client may request clarification of a consumption within fifteen calendar days following notification. Weblabor's time records are the primary reference for review, and the Client may provide information to clarify any discrepancy.

30. Acceptance, Notices and Governing Law

The Client accepts these terms and conditions when hiring or paying for the subscription, and by paying for a renewal it is understood that they accept the version in effect at that time.

Weblabor notices to the Customer are sent to the Customer's registered email address. Customer notices to Weblabor are sent through the official Weblabor customer service channels published on weblabor.mx, or to the service provider's address indicated above.

These conditions are governed by the laws of Mexico. For their interpretation and compliance, the parties submit to the competent courts of Mérida, Yucatán, unless the law grants the Client another jurisdiction that cannot be waived.