Support Hours: Standard support is available Monday to Friday, [insert time range and time zone], excluding public holidays.
Support Channels: Support is provided via [email, Freshdesk portal, phone, or chat – list all that apply].
Response Times: We aim to respond to all support requests within [e.g., 4 business hours] depending on the severity level.
Scope of Support: Assistance includes troubleshooting product issues, guidance on features, and minor configuration help. It does not include custom development, third-party integrations, or on-site support unless agreed separately.
Priority Handling: Issues are categorized as High, Medium, or Low priority. High-priority issues (e.g., system down) are addressed first.
User Responsibilities: Users must provide clear issue details, including screenshots or steps to reproduce, and maintain supported environments.
Service Limitations: We do not guarantee support for deprecated features, unsupported versions, or non-standard customizations.
SLA (Service Level Agreement): SLAs apply only to customers on premium support plans. Refer to your contract for exact terms.
Modifications: We reserve the right to update support terms. Continued use of support services implies acceptance of the current version.
Contact Escalation: For unresolved or critical issues, escalation can be made to escalation contact name or role at [email/phone].
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