Support Policy

Customer Support Policy – Effective January 11, 2025

At BriteTechs, we are committed to delivering exceptional customer support to ensure you get the best experience from our products and services. This Support Policy outlines the terms, scope, and conditions of assistance we provide to our valued customers.

1. Support Hours

Our dedicated support team is available during the following hours:

• Monday to Friday: 10:00 AM – 6:00 PM (IST)
• Closed on weekends and public holidays
  (For premium plans, extended support hours may be available.)

2. Contact Methods

You can reach our customer support team through multiple channels for quick and efficient assistance:

• Email Support: britetechs@gmail.com
• Support Portal: Available 24/7 for ticket submissions and tracking.

3. Response Time

We aim to respond to all inquiries promptly:

• Standard Support: Within 24 business hours.
• Priority Support (Premium Plans): Within 6 business hours.

4. Types of Support We Provide

We offer comprehensive assistance, including:

• Technical Support: Bug fixes, error resolution, and troubleshooting.
• Product Usage Assistance: Step-by-step guidance for using our features.
• Customer Service: General queries, account issues, and policy-related help.

5. Support Coverage

Our customer support covers:

• Bug identification and fixes.
• Software updates and improvements.
• General usage guidance.

6. Service Level Agreements (SLAs)

For premium customers, we provide guaranteed resolution timelines with Service Level Agreements to ensure your issues are addressed promptly and effectively.

7. Exclusions – What’s Not Covered

The following are outside our standard support coverage:

• Issues caused by third-party software or integrations.
• Problems due to product misuse or non-compliance with guidelines.
• Out-of-scope customization requests.

8. Support Costs

• Standard Support: Free for all customers during business hours.
• Premium Support: Available at an additional cost for faster responses, extended hours, and priority handling.

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Need help?
📧 Email us at britetechs@gmail.com for quick assistance.
We’re here to ensure your experience with BriteTechs is smooth, productive, and stress-free.