Support Policy

With our dedicated support team, we put equal effort into helping your business adopt our products to reach your goals. Our support staff are diligent in recognising issues, resolve them proactively and assist you in every step of the way

Customisation guidelines

To implement / copy or apply any customisation done on any branch to another new branch, Please raise a request over phone or whatsapp before 48 hrs of the requirement.

Support base on issue:

Critical issue

• Issues like application not available or not loading in any of the device, not able to create, change or edit any service jobs etc are critical issues. This kind of issues will be attended with in 30 min of time. No day and time limit is applicable for this.
• Resolving time is based on the issue and scenario.
• We ensure to keep application up and running 99% / year.

Flow issue

• Issues other than critical issues are treated as flow issues, support time will be as mentioned in below table.

Customisation flow issue

• Issues related to customisation should be informed before release of that functionality.
• Any issues on the functionality on customised feature will be treated as flow issues after release .

	Basic	Paid	Paid & Holiday support (Sunday)
Cost	Nil - all users initially will be in this plan	Rs.1000/ Month - Users has to separately pay for this plan	Rs.3000/Month - Users has to separately pay for this plan
Availability days	Monday - Saturday	Monday - Saturday	Monday - Sunday
Available time	10:00 AM IST - 6:00 PM IST	10:00 AM IST - 6:00 PM IST	10:00 AM IST - 6:00 PM IST
Max. Response time	24 hr *	5 hr *	5 hr *
Live chat support	Yes	Yes	Yes
Phone support	Yes	Yes	Yes
Remote assistance	Yes *	Yes *	Yes *
Email support	Yes	Yes	Yes

Note:- 1. ’Maximum Response time' refers to the time our representatives will take to respond to the support issues raised by you. This does not indicate the issue resolution time. 2. Remote assistance - requirement of connecting remotely is fully decided by the support engineer.