General

Registration

To access and use Infilinx Subscription or free trial, you need to register yourself by signing up or by buying any plan from pricing page on www.infilinx.com.

• When you click on 'sign up', you will be asked to select your country, where you plan to use our product and/or services. On selection of your country, you will be taken to the registration page. Also, on pricing page, after selecting your country, where you plan to use our product and/or service, if you will select any plan with 'buy now' option, you will be taken to registration page.
• You need to add account information, which includes Company Name (as mentioned on Company Incorporation Certificate), Mobile Number (this mobile number will be used for all future communication), Email address (this e-mail address will be used for all future communication), Address for communication, Tax Identification Number, Contact person’s name, Mobile Number of contact person. You can always update your registration information from 'My Account' page after Login. We may ask for verification for details asked
• Set username and password for your Infilinx account. You need to set unique username for yourself. Please refer to our tips to set your password for ensuring safety of your account.
• Add Billing Details, which includes Billing Name, Email ID and billing address.
• Submit Registration details after agreeing to our terms and conditions and privacy policy as available on our website. We encourage you to read our Terms and condition and privacy policy by clicking on "terms and conditions" and "privacy policy" to the right of the check box available thereon.
• We will send you an e-mail on registered e-mail address, which will contain a link for verification of your e-mail address. Only after completion of this verification you can login to your account. If you can not see this email in your inbox, please find it in your junk or spam mails.

Tips to set your password

• Your password should be :
  • A. At least 8 characters long
  • B. A combination of letters, numbers, and symbols using both upper and lower-case letters
• Your Password should not be easily guessed - such as “123456,” “password,” or your personal information such as name, birth date or email address.
• Do not use the same password on Infilinx that you use for other websites or apps. A password manager can make it easier to keep track of unique passwords.
• You should change password regularly. You can update your password from “Change Password” link on your account page.
• Reset your Password : If you lost/forgotten your password, you can recover your password using “Forgot Password” option available on Infilinx login page. Enter your "Username" with which you had set up an account with Infilinx and press the "Submit" button. You will instantly receive an email with a HTML link on your registered email id to reset a new password for your Infilinx account. If you are not receiving the password reset e-mail, please check Spam or Junk files in your e-mail address.

If you do not remember your username or registered email at all, please contact our support team on support@infilinx.com.

Login

Once you have registered and verified your account, you will be able to login to your account with your User Id and Password.

Our website ‘www.Infilinx.com’ and the web- application therein supports and is best viewed on latest version of Google Chrome.

Note : You can use your user name or registered e-mail address as your user id to login. After login, you can also check and update your account information from ‘My Account’ link from the left pane.

Tips to keep your personal information safe and secure

• Please be informed that we will never call you or send you any email or text, asking for your personal or sensitive information such as your Infilinx account password, bank account details or credit/debit card details.
• We will never request payment through a 3rd party vendor or website.
• If you receive any suspicious text or email, don’t click any of the links or open any of the attachments. Don’t even reply to them. If you did already, do not enter any information on the website that opened.
• Be aware of fake emails, messages, calls or websites. Do not share sensitive and financial information.
• If you believe you've found a security flaw or any other flaw/ bug on a Infilinx website or app, please report it us as quickly as possible on support@infilinx.com. Do not disclose the vulnerability publicly until it is fixed. We review all reports and will do our best to address the issue in reasonable time.
• Keep your contact information updated all the time.
• If you notice suspicious or unrecognized charges or any fraudulent or unauthorized account activity, report it to us on support@infilinx.com.
• If you have questions about the privacy of your information, please see our Privacy Policy.

We offer a variety of plans to meet your needs and budget. Every plan is a combination of different options for duration, number of assets, number of users, credit amount, cost of calls, cost of SMS etc. You can choose a plan as per your requirement from the pricing section of the website or from your account page on infilinx or you may choose free trial plan if available. Please read our plan selection guide.

Please remember to select your country, where you plan to use our product and/or services while choosing the plan. Please note that this is important to choose the right country, if you choose wrong country, you will not be able to use a part or all of the services and/or product.

Free Trial

We may offer free trial for subscription to new users to test our product and/or services as a part of promotional activity to new users. Time period and/or features of subscription under free trial may vary from time to time.

We recommend using free trial for testing purpose only, for actual work usage we recommend you to use paid service.

Discounted Trial

We may also offer discounted trial for subscription to new users as a part of our promotional activities. Discounted trials are paid subscriptions but at discounted rate for trial of selected product and/or services. Time period and/or features of subscription under discounted trial may vary from time to time.

We recommend using discounted trial for testing purpose only, for actual work usage we recommend you to use paid service.

Renew/Upgrade your plan/subscription

You can always keep track of your subscription and easily manage your plan from your account page on Infilinx. You can renew your existing subscription from ‘Upgrade Plan’ link from the left pane. We will also send you Renewal notice to your registered email address 03 (three) days before expiry of your subscription.

For uninterrupted service, you have to renew/upgrade your plan on or before expiry date of your subscription. Please note that your Infilinx account will be inactive until you renew your subscription and your Infilinx account shall be deleted if it remains inactive for over 30 (Thirty) days.

Credits

On purchase of subscription/plan, you may receive certain number of credits, which can be used by system to receive and make phone calls and/or send SMS, Relevant to the use with any of our products and/or services.

You will need credit balance for the system to receive and make phone calls and/or send SMS. Numbers of credit deducted for each call and SMS, depends on plan/subscription that you have chosen or subscribed to.

You can carry forward your balance credit of previous subscription. You can carry forward this credit balance only if you re-activate your subscription on or before the expiry date. If you fail to do so, your credit will be recycled and such, you will lose your all credit balance of previous subscription.

You can always keep track of credit history from your credit report option under “My Account” tab. If you have exhausted all your credit balance before completing your subscription period, you may choose to buy more credit. Buy Credit option can be found in ‘upgrade plan management’ menu on account page. Here, you can make payment to buy credit as per your requirement.

Calculation of call duration

Duration of the call starts from the time the call lands on our system till the call ends and includes the duration during which the call is being forwarded. The duration of calls is rounded up to the nearest minute for billing purpose.

Incoming Call

Call received by the system including the time spent by the caller interacting with IVR will be considered as incoming call for the purpose for calculating the duration of call until the caller or the system disconnects the call.

Example 1 : When the caller calls the number provided by us and interacts with the IVR for time duration of 40 seconds for generation of the tickets, after which the system disconnects the calls, the charges will be 1 minute x cost of incoming call.

Example 2 : When the caller calls the number provided by us and interacts with the IVR for time duration of 1 minute 20 seconds for generation of the tickets, after which the system disconnects the calls, the charges will be 2 minutes x cost of incoming call per minute.

Outgoing Call

When the system receives the phone call and the caller chooses to speak with support staff or emergency staff, then the system makes a phone call accordingly, the entire call is termed as an outgoing call.

Example : When the caller calls the number provided by us and interacts with the IVR for time duration of 20 seconds and chooses to speak with the support team, then the system forwards (forwarding time= 10 seconds) that call to the support team and the caller speaks with the support team for 2 minutes 10 seconds, then the charges will be [(20 sec + 10 sec + 2 min 10 sec) x cost of outgoing calls per minute].

If an outgoing call is not answered by recipient this call will be treated as incoming call and will be charged accordingly.

SMS Charges

SMS charges will be deducted from credit amounts on creation of a new ticket and on each status updates of existing tickets (if option is selected). Cost of SMS will be applicable as per the plan selected by you.

IVR

As per the plan selected by you, we provide an IVR (Interactive Voice Response) number under our product Tensor Tel. Tensor Tel provides this phone number with cloud telephony features that helps system to receive phone calls from clients without any manual intervention. On receipt of call from the client (caller), system automatically creates ticket based on input received from the caller.

How Tensor Tel works :

• Customer dials IVR number allotted to you.
• They hear a IVR greeting.
• System asks callers for following inputs for corresponding outcomes;
  • Asset ID- System creates Asset ID, when you add asset details of your customer in the system. You must provide these asset ID to your clients to raise and track service request
  • Type of service request: Preventive Maintenance service/ Breakdown Maintenance Service/ Emergency Maintenance service
  • Transfer the call to support team.
• The corresponding outcomes pans out, i.e. system generates ticket for service request and for emergency maintenance and for support services, calls get connected to emergency or support number provided by you.

Tensor Tel enters phone number of the caller and the Time of call in the new ticket created as per the service request of the customer for further communication. On creation of ticket, ticket reference number will be sent to the client automatically by SMS. Also, all Ticket status updates will be communicated to the client automatically by the SMS. Call credit will be deducted from your account on each SMS sent as per the plan subscribed by you.

You can set here IVR greeting Message for your customers to welcome them when they will call for service request. For example –“Welcome to ‘your companies name’” or “You have reached ‘your company name’” etc.

How to cancel subscription?

You can easily cancel your account/subscription by sending us an e-mail to support@infilinx.com. Our team may contact you and ask for necessary details for reviewing your account before cancelling your subscription.

Billing

Infilinx provides only prepaid Products and/or services. You can access Infilinx Products and/or services only after buying or renewing the plan.

Tax

Prices available on site are inclusive of tax. Taxes may vary by country, state, territory, and even city. Tax Rates are based on rates applicable at the time of your payment. However, if you are not located in India, tax may not be applicable to you.

For Indian Customers : Make sure to submit correct GSTIN and billing address to avail GST Credit. If details are missing or wrong details are provided, then we are not responsible for updating the same later and no revised invoice will be provided.

Invoice

Invoice will be automatically sent to your e-mail address within 72 hours of receipt of your payment on every new subscription, credit purchase & renewals. If you have not received or have mis-placed the invoice, please e-mail us at support@infilinx.com.

Billing Information

Before Processing your payment, kindly confirm your billing information shown on screen, including company name, billing address and plan charges.

Payment

Payment Options

Making a payment is easy on Infilinx, because we provide vide range of online payment options using payment gateway depending upon your country. It includes; Debit/Credit/ Prepaid cards, UPI/QR, Net Banking, Wallet, EMI. Please not all options are available for all country.

Best Practices for hassle-free transactions

You can also follow these tips to avoid disputes :

• Clearly understand the plan description before activating the subscription.
• Make sure to review the T&C, cancellation, refund policies on the Infilinx website before making a payment.
• Wait one-two business day for activation of service (from the date of transaction) before filing a complaint.
• Only enter details on secure sites. Look for an https connection and valid security certificates.
• Keep your antivirus software and browsers up to date
• In case of issues related to bank processing, you should wait for 5-7 business days & check for refund status in your bank statement. In case the refund is not reflecting in your bank account then you should contact your bank to understand why do refunds take time.

Payment related issues

We use one of the top payment gateways for processing your payment safely and securely. However, you may, sometime face issues while making the payment. During payment If there is a problem with your payment, here are some of the most common causes with suggestions to resolve the issue.

• If the bank or financial institution declined the payment method :
  Check that your payment information or bank details or card details are correct and Retry your payment or try a different payment method.
  If you're still having trouble, make sure your payment method supports e-commerce transactions.
• If the payment is deducted from your bank account and you have received an email confirming our receipt of payment, but the subscription is not activated :
  Please contact our support team at support@infilinx.com. If our support team has confirmed that the payment is not received in our bank account, then you can safely assume that the payment is stuck with the payment gateway and the same will be refunded to you as per the procedure of that payment gateway.
• If the payment is deducted from your bank account, you have not received an email confirming our receipt of payment and the subscription is not activated:
  In this case you can safely assume that the payment is stuck with the payment gateway and the same will be refunded to you as per the procedure of that payment gateway.

Refund

Please note that we will not entertain a request of refund for plan subscription.