Support Policy for Existing Clients
Effective Date: 24th August 2023
1. Support Channels:
Our support team is available to assist existing clients through the following channels:
- Microsoft Teams
- Slack workspace
- Support Email
2. Support Hours:
Our standard support hours are Monday to Saturday from 9:00 AM to 6:00 PM Indian Standard Time.
3. Types of Support:
We offer the following types of support to our existing clients:
- Technical Assistance: Troubleshooting and resolving issues related to our software solutions.
- Consultation: Providing guidance and recommendations on software-related matters.
- Bug Fixes: Addressing and resolving software bugs that affect functionality.
4. Response Time:
We strive to respond to all support inquiries within 3 hours, acknowledging the request and providing an estimated resolution timeline.
5. Issue Prioritization:
We prioritize support requests based on the severity of the issue and the impact it has on your software's functionality.
6. Escalation:
If you believe your support issue requires urgent attention, you may request escalation. We will make every effort to address escalated issues promptly.
7. Limitations:
Our support services do not cover the following:
- Issues arising from third-party software or integrations not developed by Bucca Tech.
- Modifications to the software made by individuals or entities other than Bucca Tech.
8. Updates and Enhancements:
While support primarily focuses on issue resolution, we may periodically provide updates and enhancements to improve the functionality of our software solutions.
9. Contact Us:
Should you require any assistance, please rest assured that Bucca Tech has established dedicated communication channels as part of your onboarding process, including platforms such as Microsoft Teams, Slack, or our designated support email. Feel free to reach out through these established channels for any inquiries or support needs you may have.
For non-urgent inquiries, you can also visit our website and submit a support request through our contact form.
This Support Policy is subject to change. The most current version will be available on our website.
Buuca Tech