Customer Support Policy - SLA

1. Support Availability

Working Days: Monday to Saturday
Working Hours: 10:30 AM to 7:00 PM
Closed On: Sunday & Public Holidays
Support through ticket, remote desk, phone and WhatsApp.

2. Support Request Process

Customer must create support ticket.
Executive will respond and resolve remotely.

3. SLA Response Time

High: 1 hour
Medium: 4 hours
Low: 1 day

4. Support Coverage

Includes: error fixing, guidance, remote help
Not included: data entry, customization, onsite visit

5. Chargeable Work

Customization, training, onsite, data correction.

6. Renewal Policy

Support only if renewal active.

7. Emergency Support

Only for server down / billing stop.

8. Customer Responsibility

Take backup, proper internet, licensed software.

9. Acceptance

Using software means agreement.

Gridsonlab may update the Policy as needed. Continued use means acceptance of changes.