Support Policy for Softic Infraprojects Pvt Ltd

Softic is committed to providing timely and effective support to our clients. Our support policy outlines the scope and level of support we offer for our products and services.

1. Support Channels

We offer support through the following channels:

• Email: You can reach our support team by emailing us at info@omnipaynow.net
• Online Portal: For clients with active support contracts, you can submit support requests through our online portal

2. Support Hours

Our standard support hours are 11 A.M IST to 7P.M IST . For critical issues, we offer 24/7 emergency support.

3. Support Response Times

We strive to respond to support requests as quickly as possible. Our target response times are:

• Critical Issues: Within 2 hours
• High Priority Issues: Within 4 hours
• Normal Priority Issues: Within 8 hours

4. Scope of Support

Our support services include:

• Troubleshooting and resolving technical issues with our products and services.
• Providing guidance and assistance with the use of our products and services.
• Answering questions and addressing concerns related to our products and services.

5. Exclusions from Support

Our support services do not include:

• Customization or modification of our products or services.
• Support for third-party products or services.
• On-site support or training.

6. Support Contracts

We offer various support contracts tailored to meet the specific needs of our clients. Please contact us for more information about our support contract options.