Introduction

At IndiaTek Solutions Private Limited ("IndiaTek", "we", "our", or "us"), we are committed to providing reliable and professional technical support to ensure the smooth operation of your digital products and services. This Support Policy outlines the scope, availability, and terms of our support services.

1. Support Coverage

We provide technical support for services developed or managed by IndiaTek, including: - Website Design & Development - Custom Software Development - Mobile Application Development - FinTech Solutions - API Development & Integration - Cloud & Server Management - Bug Fixes - Performance Optimization - Security Updates - Software Maintenance - Technical Consultation

2. Support Hours

Our standard support hours are: Monday – Saturday 9:00 AM – 6:00 PM (IST) Support requests received outside business hours will be addressed on the next working day. For clients with dedicated support or Annual Maintenance Contracts (AMC), support availability will be provided as per the signed agreement.

3. Support Channels

You can contact our support team through: - Email Support - Phone Support - WhatsApp Support - Live Chat (if available) - Ticketing System - Client Portal Contact Information Email: support@indiatek.co Phone: +91 7482811911 Website: www.indiatek.co

4. Response Time

Our target response times are: - **Critical:** Website or application completely unavailable (Within 2–4 Business Hours) - **High:** Major functionality affected (Within 6 Business Hours) - **Medium:** Minor functionality issues (Within 1 Business Day) - **Low:** General queries, enhancements, or requests (Within 2 Business Days) Response times are targets and may vary depending on issue complexity.

5. What Is Included

Our support services may include: - Bug Investigation - Error Resolution - Technical Guidance - Software Updates - Security Patches - Performance Improvements - Database Assistance - API Troubleshooting - Server Configuration Assistance - Backup Restoration (where applicable)

6. What Is Not Included

Unless covered by a separate agreement, support does not include: - New Feature Development - Major Design Changes - Complete Website Redesign - New Modules or Functionality - Third-Party Software Issues - Client Training Beyond Initial Handover - Data Entry Services - Content Creation - SEO Services (unless purchased) - Digital Marketing Services (unless purchased) Such requests may be quoted separately.

7. Bug Fix Policy

If a bug is caused by our original development work, we will make reasonable efforts to resolve it without additional charges during the applicable warranty or support period. Issues caused by: - Third-party modifications - Unauthorized code changes - Server misconfiguration by others - External software updates - User errors may require additional charges.

8. Client Responsibilities

To help us provide efficient support, clients should: - Provide clear descriptions of issues. - Share screenshots or screen recordings where possible. - Grant necessary access to hosting, servers, or applications. - Respond promptly to requests for additional information. - Maintain backups of critical data.

9. Emergency Support

Emergency support is available for critical issues such as: - Website downtime - Application crashes - Security incidents - Payment system failures - Server outages Emergency support outside business hours may be subject to additional charges unless covered under an active support contract.

10. Software Updates & Maintenance

Regular maintenance may include: - Security updates - Framework updates - Plugin updates - Bug fixes - Performance optimization - Compatibility improvements Major version upgrades or significant enhancements may require a separate project estimate.

11. Support Limitations

IndiaTek is not responsible for issues resulting from: - Third-party hosting failures - Internet service disruptions - Domain registrar issues - Cyberattacks beyond our control - Unauthorized access due to compromised client credentials - Force majeure events such as natural disasters or government actions

12. Service Level Agreement (SLA)

Clients with an Annual Maintenance Contract (AMC) or custom support agreement will receive support according to the response times, coverage, and commitments defined in their specific SLA.

13. Policy Updates

IndiaTek Solutions Private Limited reserves the right to update or modify this Support Policy at any time. Changes will be posted on this page with an updated effective date.

14. Contact Us

If you have any questions regarding our Support Policy, please contact us: IndiaTek Solutions Private Limited Email: info@indiatek.co Phone: +91 7482811911 Website: www.indiatek.co Business Hours: Monday – Saturday, 9:00 AM – 6:00 PM (IST)

Support Policy