Support Policy

Effective date: Jan 11, 2025

A support policy typically outlines the terms, scope, and conditions under which a company provides assistance to its customers. It can vary based on the type of product or service offered, but common elements usually include:

1. Support Hours: The hours during which support is available (e.g., 10 AM – 6 PM, Monday through Friday, or 24/7 support).
2. Contact Methods: The channels through which customers can reach support, such as email or a support portal.
3. Response Time: The expected time frame in which the company will respond to inquiries or issues.
4. Types of Support: Clarifying the types of assistance offered, such as technical support, customer service, product usage help, or troubleshooting.
5. Support Coverage: Details on what is covered under support, such as bug fixes, software updates or general queries.
6. Service Level Agreements (SLAs): Specific commitments on how quickly support tickets will be addressed and resolved.
7. Exclusions: What is not covered under the support policy, like third-party software issues, misuse of the product, or out-of-scope requests.
8. Costs: Whether support is free or paid, and any additional charges for premium services or extended support hours.

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