Supporting Your Success Every Step of the Way

Support Services Policy

Scope of Support:

Our company provides support for our customized software SaaS blended with SaaS based software through email, phone and live chat support. Email support is available 24/7 and phone support is available Monday to Friday from 9 AM to 5 PM [ GMT +6 ]. Live chat support is available Saturday to Thursday from 9 AM to 5 PM [ GMT +6 ].

Response Times:
We commit to respond to all support requests within 24 hours for email support and 2 hours for phone and live chat support during business hours.

Escalation Procedures:
If you have an issue or concern that has not been resolved within the response time, you may escalate the issue to a higher level of support by contacting our support team through the email address provided.

Maintenance and Updates:
Our software is updated on a regular basis to ensure optimal performance and security. We will notify our customers of any scheduled maintenance or updates in advance, and aim to minimize any disruption to service.

Service Level Agreements (SLAs):
We are committed to meeting the service levels outlined in our SLA agreements. If we fail to meet these service levels, please contact our support team to report the issue.

Support Availability:
Our support team is available to assist you during regular business hours. In the event of an emergency outside of business hours, please contact our support team through the email address provided and we will do our best to assist you as soon as possible.

Training and Education:
We provide training and education resources such as online tutorials, webinars and on-site training to assist our customers in using our software effectively. These resources are available to all our customers at no additional cost.

Problem Reporting and Resolution:
To report a problem, please contact our support team through the email address provided. Our support team will work to resolve the issue in a timely manner and will keep you informed of the progress.

Contact Information:
Our support team can be reached through the email address provided and by phone during business hours. Our phone number mentioned on our website.

Policy Review and Updates:
Our support policy is reviewed and updated regularly to ensure that it meets the needs of our customers. Any updates to the policy will be communicated to our customers in a timely manner.

By implementing this support policy, we aim to provide our customers with the best possible support experience, and to ensure that any issues or concerns are resolved in a timely and efficient manner.