Support Policy
Our commitment to providing exceptional support to ensure you get the most out of our products and services.
Last updated: June 17, 2025
Our Commitment
At Coderstm, we are committed to providing exceptional support to ensure our customers get the most out of our products and services. This Support Policy outlines the scope, availability, and limitations of our support services.1. Scope of Support
What We Support
Our support services cover the following:
- Assistance with installing and configuring Coderstm products
- Troubleshooting product-related issues or errors
- Clarifications regarding product features and functionality
- Guidance on updating or upgrading our software
- General usage questions and best practices
- API integration guidance and documentation
Exclusions
The following are not covered under our support services:
- Customizations or modifications to the source code
- Third-party software or services integration
- Training or consultation on unrelated technologies
- Issues caused by improper use, unauthorized modifications, or external factors like server misconfiguration
- Data recovery or backup services
- Issues arising from hardware failures or network problems
2. Support Availability
Business Hours
Standard Support
Monday to Friday
9:00 AM to 6:00 PM (IST)
Extended Support
Monday to Saturday
8:00 AM to 8:00 PM (IST)
Holidays
Support is limited during public holidays. However, customers on higher-tier support plans may experience prioritized assistance.
3. How to Get Support
All support requests will be managed through our Support Portal. To access support:
Steps to Submit a Support Request
- Visit our Support Portal
- Create a support ticket by submitting your query
- Provide detailed information about the issue
- Attach relevant files (screenshots, error messages, logs)
- Submit your ticket and receive a confirmation
Information to Provide
When submitting a support ticket, please include:
- Your name and organization
- Product name and version
- Operating system and browser details
- A detailed description of the issue
- Steps to reproduce the problem
- Error messages or screenshots
4. Response Times
We strive to respond to all support requests as promptly as possible. Response times may vary based on the nature of the issue and support volume, with priority given to urgent and critical requests.
| Priority Level | Response Time | Description |
|---|---|---|
| Critical | 2-4 hours | System down, data loss, security breach |
| High | 4-8 hours | Major functionality affected, blocking operations |
| Medium | 1-2 business days | Minor functionality issues, workaround available |
| Low | 2-3 business days | General questions, feature requests, documentation |
5. Customer Responsibilities
To ensure effective support, customers are expected to:
- Provide accurate and complete information when submitting support tickets
- Follow the recommended system requirements and guidelines for using our products
- Avoid unauthorized modifications or customizations that may impact functionality
- Maintain regular backups of their data
- Keep their software updated to the latest supported version
- Respond promptly to support team requests for additional information
6. Support Plans
Choose the plan that best fits your needs:
| Plan | Helpdesk Issues | Live Chat Support | Weekend Support | Remote Support | Response Time |
|---|---|---|---|---|---|
| Starter | Limited | No | No | No | 3–5 Days |
| Standard | Unlimited | No | No | No | 2–3 Days |
| Premium | Unlimited | 24/7 | Yes | Yes | 24 Hours |
Starter
Limited support with 3-5 day response time
Standard
Unlimited issues with 2-3 day response time
Premium
24/7 live chat, weekend & remote support
Need Help Choosing?
Not sure which plan is right for you? Contact our support team and we'll help you find the perfect fit for your needs.
7. Limitations of Liability
While we make every effort to resolve issues promptly, we do not guarantee resolution times. We are not liable for:
- Loss of data, revenue, or profits resulting from delays in support
- Issues arising from third-party services or customer-induced errors
- Downtime or service interruptions beyond our control
- Consequential or indirect damages
Important Notice
Our support services are provided on a best-effort basis. While we strive for excellence, we recommend maintaining proper backups and following best practices for business continuity.8. Changes to This Policy
We may update this Support Policy from time to time to reflect changes in our services. Any updates will be posted on our website, and significant changes will be communicated to customers via the Support Portal.
- Policy updates will be effective immediately upon posting
- Customers will be notified of material changes via email
- Continued use of our services constitutes acceptance of updated terms
9. Contact Us
If you have any questions or require further clarification about this Support Policy, please reach out to us:
Need Help Right Now?
Before submitting a support ticket, you might find your answer in our: