At Viusha Software, we are committed to providing exceptional support to our clients. Our Client Support Policy outlines the levels of service, response times, and communication channels to ensure a seamless experience.
We offer support during the following hours: Standard Support: Monday to Friday, [9:00 AM] – [6:00 PM] (IST) Emergency Support: 24/7 for critical issues Holidays: Limited support available
Clients can reach us through the following channels: Email:[email protected] Live Chat: Available on our website during business hours
Support Ticket System: Coming Soon
We prioritize issues based on severity and respond within the following timeframes: Critical Issues (System Down, Security Breach): Response within 1-2 hours High Priority (Major Functionality Issues): Response within 4-6 hours Medium Priority (Minor Bugs, Performance Issues): Response within 1 business day Low Priority (General Queries, Feature Requests): Response within 2 business days
We provide assistance for:
- Troubleshooting and resolving software issues
- Guidance on system functionalities
- Bug reporting and fixes
- Updates and maintenance guidance
Exclusions:
- Custom development or feature modifications outside the agreed scope
- Third-party integrations not provided by us
- Issues due to user misconfiguration
If an issue is not resolved within the specified response time, clients can escalate by:
1. Contacting [Support Manager Email]
2. Requesting a call with a senior support representative
3. Seeking resolution via a dedicated client success manager (if applicable)
For enterprise clients, we offer customized SLAs with guaranteed response and resolution times. Contact [Your Sales Team] for more details.
To ensure efficient support, clients are expected to:
- Provide detailed issue descriptions, screenshots, and error logs
- Follow troubleshooting steps provided by our team
- Keep systems updated with the latest software versions
We may update this policy periodically. Clients will be notified of significant changes via email or our website.
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