Support Policy (v2.1)

Annual Maintenance Contract (AMC) Support Services

This Support Policy defines the comprehensive support services available to clients under our Annual Maintenance Contract, ensuring professional service delivery aligned with industry best practices.

1. Support Channels and Access

Primary Support Channels:

1. Support Portal: Submit tickets through our dedicated portal at https://www.dexciss.io
2. Email Support: Direct email support at support@dexciss.io
3. Phone Support: Available for registered ticket holders during business hours
4. Emergency Hotline: 24/7 availability for Priority 1 (Critical) incidents

Support Access Protocol:

1. All support requests must originate with a ticket submission through our portal or email
2. Phone support is available once a ticket has been registered and assigned a reference number
3. Emergency phone support is reserved for Priority 1 incidents only
4. We do not provide support through unofficial channels (WhatsApp, personal communications, social media)

2. Support Coverage Hours

Standard Support Hours:

1. Primary Coverage: Monday to Friday, 9:00 AM to 6:00 PM
2. Extended Coverage: Saturday, 10:00 AM to 4:00 PM
3. Holiday Schedule: Closed on Indian national holidays and company-designated holidays

Time zone Considerations:

1. Response times are calculated during business hours in EST for Customers registered with Dexciss USA. IST is followed for customers registered with Dexciss India and UAE.
2. For international clients, we provide overlap hours to ensure reasonable communication windows
3. Critical issues (P1) receive 24/7 monitoring with emergency escalation procedures

3. Service Level Agreements (SLA)

SLA Notes:

1. Response times are calculated during business hours unless otherwise specified
2. Resolution times may vary based on issue complexity and client cooperation
3. Emergency response for P1 issues is available 24/7/365

4. Priority Classifications

Priority 1 (Critical) - Immediate Response Required

1. Complete system failure or inaccessibility
2. Data corruption or irreversible data loss
3. Security breaches or vulnerabilities
4. Critical business operations completely halted
5. Regulatory compliance failures

Priority 2 (High) - Urgent Response Required

1. Significant functionality failures affecting multiple users
2. Performance degradation severely impacting operations
3. Workarounds available but not sustainable
4. Integration failures with critical third-party systems

Priority 3 (Medium) - Standard Response

1. Non-critical feature malfunctions
2. Performance issues with viable workarounds
3. User interface problems not blocking core functions
4. Minor integration issues

Priority 4 (Low) - Scheduled Response

1. Feature enhancement requests
2. Training requests
3. Documentation updates
4. General inquiries and best practice consultations

5. Included Support Services

Technical Support Services:

1. Bug identification, analysis, and resolution
2. System troubleshooting and diagnostics
3. Performance optimization guidance
4. Security patch deployment and testing
5. Integration support and configuration assistance

Maintenance Services:

1. Regular software updates and patches
2. Version upgrades (minor and major releases)
3. Database maintenance and optimization
4. Server maintenance and monitoring
5. Backup verification and restoration testing

Training and Consultation:

1. User training sessions (up to 4 hours per month)
2. Administrator training and best practices
3. System optimization consultations
4. Feature utilization guidance
5. Custom workflow advisory services

Deployment Services:

1. Monthly deployment of approved customizations
2. Test environment updates and synchronization
3. Production deployment with rollback capabilities
4. Post-deployment verification and testing

6. Client Responsibilities

Access and Cooperation:

1. Provide necessary system access and credentials when requested
2. Maintain current contact information and designated support contacts
3. Respond promptly to support team requests for information
4. Follow recommended system requirements and configurations

Environment Maintenance:

1. Maintain adequate backup systems and disaster recovery procedures
2. Ensure compliance with minimum hardware and software requirements
3. Implement recommended security measures and access controls
4. Notify Dexciss of any significant system or business process changes

Information Security:

1. Protect shared credentials and access information
2. Report security incidents immediately
3. Comply with data protection and privacy regulations
4. Maintain confidentiality of proprietary information

7. Escalation Procedures

Standard Escalation Path:

1. Level 1: Technical Support Engineer
2. Level 2: Senior Support Specialist
3. Level 3: Development Team Lead
4. Level 4: Support Manager
5. Executive Escalation: Available for unresolved critical issues

Escalation Triggers:

1. SLA response time exceeded by 25%
2. Client expresses dissatisfaction with resolution progress
3. Technical complexity requires specialized expertise
4. Cross-functional coordination required

8. Confidentiality and Data Protection

Information Security:

1. All client data and communications are treated as confidential
2. Support staff are bound by strict confidentiality agreements
3. Data access is limited to personnel directly involved in support delivery
4. Audit trails maintained for all support activities

Data Handling:

1. Client data is never shared with third parties without explicit consent
2. Secure communication channels used for all sensitive information
3. Data retention policies comply with applicable regulations
4. Regular security training for all support personnel

9. Limitations and Exclusions

Not Covered Under Standard Support:

1. Third-party software or hardware issues (advisory only)
2. Custom development or significant feature modifications
3. Data recovery due to client error or negligence
4. Issues arising from unauthorized system modifications
5. Training beyond included monthly allowance
6. Support for non-current software versions (older than 2 versions)

Additional Service Availability:

1. Extended hour support available at premium rates
2. On-site support available with advance scheduling
3. Dedicated support resources available through separate agreements
4. Custom development services through separate statements of work

10. Communication and Updates

Status Communication:

1. Regular updates provided for all active tickets
2. Proactive communication for any service disruptions
3. Monthly service reports available upon request
4. Quarterly business reviews for enterprise clients

Contact Information:

1. Primary Support: support@dexciss.io
2. Emergency Hotline: [To be provided with service activation]
3. Account Management: [Dedicated contact assigned per client]

11. Service Improvements and Feedback

Continuous Improvement:

1. Regular client satisfaction surveys
2. Feedback incorporation into service enhancement
3. Performance metrics tracking and reporting
4. Service level review and optimization

Quality Assurance:

1. All support interactions monitored for quality
2. Regular training and certification for support staff
3. Industry best practice adoption and implementation
4. Client feedback integration into service delivery

12. Agreement Terms and Conditions

Warranty and Liability:

1. Services provided with commercially reasonable skill and care
2. Liability limited to service fees paid in the preceding 12 months
3. Force majeure provisions apply for circumstances beyond our control
4. Service availability target of 99.5% during business hours

Intellectual Property:

1. All proprietary rights in software remain with Dexciss
2. Client granted non-exclusive license for business use only
3. No reverse engineering or unauthorized reproduction permitted
4. Modifications and customizations subject to separate licensing

Termination:

1. Either party may terminate with 30 days written notice
2. Immediate termination for material breach or non-payment
3. Data transition assistance provided for 30 days post-termination
4. No refunds for unused portions of prepaid services

Document Version: 2.0

Effective Date: April 01, 2025

Review Schedule: Annual review and updates

This policy supersedes all previous versions and constitutes the complete understanding between Dexciss and the client regarding support services.