Support Policy

1. Purpose of This Policy

The purpose of this Support Policy is to:

Define the scope of technical support services
Establish communication and response procedures
Clarify client and provider responsibilities
Ensure efficient handling of support requests

2. Scope of Support Services

Support services may include:

Website support and maintenance
Software troubleshooting
Mobile application support
ERP & CRM assistance
Hosting and server support
Cloud infrastructure support
Email configuration assistance
API and integration support
Technical guidance and consultation
Security updates and monitoring
Backup and recovery assistance

The exact support scope depends on the selected package, agreement, quotation, or maintenance contract.

3. Support Availability

Standard Support Hours

Unless otherwise agreed:

Sunday to Thursday
9:00 AM to 6:00 PM (Kuwait Time)

Support availability may vary during:

Public holidays
Emergency situations
Planned maintenance periods

4. Support Channels

Clients may contact SolveTech through approved communication channels such as:

Email support
Ticketing/helpdesk systems
Phone support
WhatsApp or business messaging
Remote desktop sessions

Support requests should include sufficient technical details for faster resolution.

5. Response Time Guidelines

Response times may vary depending on issue severity and support agreements.

Critical Issues

Major outages or business-critical failures.

Target Response: Within 1–2 hours

High Priority Issues

Significant functionality affected with partial usability remaining.

Target Response: Within 4 business hours

Medium Priority Issues

Non-critical issues with available workaround.

Target Response: Within 1 business day

Low Priority Requests

General inquiries, enhancement requests, or cosmetic issues.

Target Response: Within 2–3 business days

Response times indicate acknowledgment, not guaranteed resolution.

6. Client Responsibilities

Clients are responsible for:

Providing accurate issue descriptions
Sharing required access credentials securely
Maintaining licensed software usage
Ensuring stable internet and local hardware functionality
Cooperating during troubleshooting procedures
Maintaining backups unless backup services are included

Delays caused by incomplete information or restricted access may impact support timelines.

7. Exclusions from Support

Unless specifically covered by agreement, support services may not include:

Third-party software issues outside our control
Hardware repair or replacement
Client-side internet problems
Training beyond agreed scope
Unauthorized system modifications
Recovery from malware caused by unsafe client practices
Custom feature development outside maintenance scope

Additional charges may apply for services outside the agreed support coverage.

8. Emergency Support

Emergency support may be available for critical incidents depending on the selected service package or contractual agreement.

Emergency support availability outside standard working hours is not guaranteed unless specifically included in writing.

9. Scheduled Maintenance

SolveTech may perform scheduled maintenance activities including:

Security updates
Software upgrades
Infrastructure optimization
Backup verification
Performance improvements

Where reasonably possible, advance notice will be provided.

Emergency maintenance may be conducted immediately when necessary to maintain system security or operational stability.

10. Remote Access & Security

Support may require remote access to systems, servers, websites, or applications.

Clients are responsible for:

Providing authorized access only
Maintaining secure credentials
Reviewing user permissions regularly

SolveTech applies reasonable security measures during support sessions but cannot guarantee absolute cybersecurity protection.

11. Data & Backup Responsibility

Unless backup services are specifically included:

Clients remain responsible for maintaining their own backups.
SolveTech shall not be liable for data loss, corruption, accidental deletion, or failed recovery attempts.

12. Service Suspension

SolveTech reserves the right to suspend support services if:

Payments remain overdue
Services are misused
Security risks are identified
Unauthorized or illegal activities occur
Clients violate agreements or policies

13. Third-Party Dependencies

Some support activities may depend on third-party providers such as:

Hosting companies
Cloud providers
Domain registrars
API vendors
Software licensors

Resolution timelines may be affected by third-party response times and operational limitations.

14. Limitation of Liability

To the maximum extent permitted by law:

SolveTech shall not be liable for indirect, incidental, or consequential damages.
We are not responsible for business interruption, data loss, downtime, or operational losses arising from support limitations or external factors.
Liability shall not exceed the amount paid for the relevant support service.

15. Governing Law

This Support Policy shall be governed by the laws of the State of Kuwait.

Any disputes shall be subject to the jurisdiction of the competent courts in Kuwait.

16. Policy Updates

SolveTech reserves the right to modify or update this Support Policy at any time. Updated versions become effective upon publication or official notification.

17. Contact Information

For support-related inquiries, contact:

SolveTech
Kuwait
Email: support@solvetech.com
Phone: +965 XXXXXXXX