• July 25, 2024
• admin

Support Policy

Introduction

We are dedicated to providing exceptional customer support to ensure the optimal performance of our products and services. This Support Policy outlines the terms and conditions under which we offer support to our clients.

Scope of Support

1. Products and Services Covered:
   • All hardware, software, and services purchased from [Your ICT Company].
   • Specific third-party products as outlined in your service agreement.
2. Types of Support Provided:
   • Technical Assistance: Troubleshooting, diagnosis, and resolution of technical issues.
   • Product Information: Guidance on product features, functionalities, and usage.
   • Account Support: Assistance with billing, account management, and service subscriptions.

Support Channels

1. Email Support:
   • Available 24/7 for submitting support tickets.
   • Response time: Within 24 hours for standard inquiries.
2. Phone Support:
   • Available Monday to Friday, 9:00 AM to 5:00 PM (your local time).
   • Response time: Immediate for high-priority issues, within 4 hours for other inquiries.
3. Live Chat:
   • Available on our website during business hours for real-time assistance.
   • Response time: Within minutes during business hours.
4. Self-Service Resources:
   • Access to a comprehensive knowledge base, FAQs, and user guides on our website.
   • 24/7 availability for self-help and troubleshooting.

Support Tiers

1. Standard Support:
   • Included with all products and services.
   • Access to email support, phone support during business hours, and self-service resources.
2. Premium Support:
   • Available for an additional fee.
   • Priority response times, extended phone support hours, and a dedicated account manager.
   • On-site support if required and as outlined in the service agreement.

Service Level Agreements (SLAs)

• Response Times:
  • Critical Issues: Response within 1 hour.
  • Major Issues: Response within 4 hours.
  • Minor Issues: Response within 24 hours.
• Resolution Times:
  • Based on the complexity and severity of the issue, with regular updates provided.

Customer Responsibilities

• Information Provision: Provide detailed information about the issue and access to necessary systems for troubleshooting.
• Timely Communication: Respond to our support team’s inquiries and follow recommended steps for resolution.
• Environment Maintenance: Ensure your environment meets the requirements specified for our products and services.

Exclusions

• Issues caused by third-party products not covered by your agreement.
• Problems resulting from unauthorized modifications or misuse of our products.
• Support for products that have reached end-of-life status.

Changes to This Support Policy

We may update this Support Policy from time to time. Changes will be communicated via our website or direct notification to affected customers.