Support Policy

1. Introduction

This Support Policy (“Policy”) governs the technical support services provided by Webappo Innovations (“we”, “us”, “our”) to clients using our website design, software development, hosting, and domain registration services (“Services”) via webappo.com.

Our goal is to provide timely, effective, and professional support to ensure smooth operation and satisfaction with our Services.

2. Scope of Support

· Included Support Services:

o Assistance with setup, configuration, and deployment of websites and software developed by us.

o Troubleshooting and resolution of bugs or errors in delivered software and websites.

o Support for hosting infrastructure including server uptime, performance, and security issues.

o Domain management support including registration, renewal, DNS configuration, and transfer assistance.

o Guidance on usage of control panels, FTP, email setup, SSL certificates, and other related services.

· Exclusions:

o Support for third-party software, plugins, or services not provided or explicitly included in the project scope.

o Issues caused by client-side hardware, network, or software outside our control.

o Custom development or changes outside the agreed project scope unless covered under a separate maintenance agreement.

o Support for content creation, SEO, or marketing services unless separately contracted.

3. Support Channels

· Primary Support:

o Support requests must be submitted via our official email: support@webappo.com or through the client ticketing system accessible on our website.

· Emergency Support:

o For critical hosting or domain-related emergencies (e.g., server downtime, domain expiration), clients may contact our emergency support hotline: [Insert Emergency Contact Number].

· Self-Service Resources:

o Clients have access to a knowledge base, FAQs, and tutorials available on our website to assist with common issues.

4. Support Hours and Availability

· Standard Support Hours:

o Monday to Friday, 10:00 AM to 6:00 PM IST (excluding public holidays).

· Emergency Support:

o 24/7 emergency support is available strictly for critical hosting and domain issues affecting service availability.

· Response Times:

o Initial acknowledgment of support requests within 24 business hours.

o Resolution times vary based on issue complexity and priority.

5. Support Priority Levels

Priority Level

Description

Response Time

Resolution Target

Critical

Complete service outage or security breach

Within 1 hour

As soon as possible

High

Major functionality impaired, no workaround

Within 4 business hours

Within 1 business day

Medium

Partial loss of functionality, workaround exists

Within 1 business day

Within 3 business days

Low

General inquiries, cosmetic issues

Within 2 business days

Within 5 business days

6. Client Responsibilities

· Provide detailed and accurate information regarding the issue, including screenshots, error messages, and steps to reproduce.

· Ensure timely communication and cooperation during the troubleshooting process.

· Maintain backups of all data and content; Webappo Innovations is not responsible for data loss.

· Follow our instructions and recommendations to resolve issues.

7. Maintenance and Updates

· Routine maintenance, updates, and security patches for hosting servers and software will be performed periodically.

· Scheduled maintenance will be communicated in advance when possible.

· We strive to minimize downtime during maintenance windows.

8. Limitations and Disclaimers

· We do not guarantee immediate resolution of all issues but commit to reasonable efforts based on priority.

· Support does not include training or consultancy unless separately contracted.

· Webappo Innovations is not liable for losses due to delays in support or third-party service failures.

9. Additional Support Services

· Extended support, custom maintenance contracts, and dedicated support services are available upon request and subject to separate agreements and fees.

10. Modification of Support Policy

· Webappo Innovations reserves the right to modify this Support Policy at any time.

· Changes will be posted on the website with the effective date. Continued use of support services constitutes acceptance of the updated policy.

11. Contact Information

For support inquiries, please contact:
Email: support@webappo.com

By using our Services and support, you acknowledge that you have read, understood, and agree to this Support Policy.