Support Policy

Effective Date:1st January 2024

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

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.
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.

2.Support Availability

a) Business Hours

Our support team is available during the following 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).
b) 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 ourSupport Portal. To access support:

  • Visit ourSupport Portalathttps://coderstm.com/user/enquiries.
  • Create a support ticket by submitting your query, providing details about the issue, and attaching any relevant files (e.g., screenshots, error messages).
Information to Provide

When submitting a support ticket, please include:

  • Your name and organization.
  • Product name and version.
  • A detailed description of the issue.
  • Any error messages or screenshots to help us understand the problem better.

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.

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.

6.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.

7.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 theSupport Portal.

8.Contact Us

If you have any questions or require further clarification about this Support Policy, please reach out to us via theSupport Portalathttps://coderstm.com/user/enquiries.