Support Policy

Introduction

At TheBitCraft, we are committed to providing exceptional support services to our valued clients to ensure the seamless operation and maintenance of their software solutions. This Support Policy outlines the terms and conditions under which support services are provided, including the scope of support, response times, and communication channels.

Scope of Support

TheBitCraft offers support services for software solutions developed by our agency. This includes but is not limited to:

  • Bug fixes: Rectifying any errors or malfunctions within the software.
  • Technical assistance: Providing guidance and troubleshooting for issues related to software functionality.
  • Software updates: Delivering patches, updates, and enhancements to improve the performance and security of the software.
  • Consultation: Offering expert advice and recommendations to optimize the usage of the software.

Support Channels and Response Times

Our clients can access support through the following channels:

  • Email: Clients can submit support requests via email to [Email]. We strive to acknowledge all emails within 24 hours during business days.
  • Support Ticket System: Clients can log in to our support ticket system on our website to submit and track support requests. Response times vary based on the severity of the issue, with priority given to critical issues affecting business operations.
  • Phone Support (Optional): Clients subscribed to premium support plans may have access to dedicated phone support during specified business hours.

Response Times

  • Critical: Issues causing a significant disruption to business operations. Response time: Within 1 hour.
  • High: Issues impacting essential functionality but not causing a complete system failure. Response time: Within 4 hours.
  • Medium: Non-critical issues affecting specific features or functionalities. Response time: Within 24 hours.
  • Low: General inquiries, feature requests, or minor issues with minimal impact on operations. Response time: Within 48 hours.

Exclusions

The following items are not covered under our support policy:

  • Issues arising from modifications made by the client or third parties without prior approval.
  • Training and onboarding of new users.
  • Hardware or infrastructure issues not directly related to the software solution.
  • Support for deprecated versions of the software beyond the specified end-of-life date.

Support Hours

Our standard support hours are Monday to Friday, 10:00 AM to 6:00 PM (local time). Support requests submitted outside of these hours will be addressed during the next business day unless it is categorized as a critical issue requiring immediate attention.

Escalation Procedure

If a client is unsatisfied with the resolution provided by our support team, they may escalate the issue to the designated escalation manager by following the escalation procedure outlined in the support ticket system.

Policy Updates

TheBitCraft reserves the right to update this Support Policy at any time without prior notice. Clients will be notified of any significant changes to the policy via email or through our website.

Contact Information

For inquiries or assistance regarding our Support Policy, please contact us at hello@thebitcraft.com.