Abrar Future Tech - Support Policy

Effective Date: July 21, 2024

1.1 Initiating Support:

Clients can request support by contacting our support team via email at support@abrarfuturetech.com or through our support portal at crm.abrarfuturetech.com.

1.2 Support Availability:

Our support team is available from 9 AM to 6 PM (local time), Monday to Friday, excluding public holidays. Any support requests received outside these hours will be addressed on the next business day.

2.1 General Support:

Assistance with understanding and utilizing the features of our products and services.
Help with navigating our platform and resolving minor technical issues.

2.2 Technical Support:

Addressing technical issues that may arise during the use of our services.
Support for troubleshooting and fixing bugs, errors, and unexpected behaviors in our products.
Guidance on integration with third-party services where applicable.

2.3 Basic Support Plan:

Only necessary services are covered under the basic support plan. Other support services will incur additional costs.

3.1 Initial Response Time:

We strive to respond to all support requests within 24 hours during business days.

3.2 Resolution Time:

Simple issues: Within 1-2 business days.
Moderate issues: Within 3-5 business days.
Complex issues: Within 7-30 business days.
For issues requiring extensive investigation or third-party intervention, clients will be informed of the expected timeline.

4.1 Notification:

Clients must notify Abrar Future Tech of any issues or concerns within 15 days of the project completion or the occurrence of the problem.

4.2 Documentation:

Clients should provide detailed documentation of the issues faced, including screenshots, error reports, or any other relevant information to facilitate a thorough investigation.

4.3 Evaluation:

Abrar Future Tech will promptly evaluate the support request and determine the necessary actions based on the provided information.

4.4 Resolution:

If the issue is confirmed and eligible for support, solutions will be provided as agreed upon between the client and Abrar Future Tech.

5.1 Defective Services:

In the event that our delivered services do not meet the agreed-upon specifications or contain defects, clients may request rectification of the issues. No monetary compensation will be provided.

5.2 Service Downtime:

In the case of unexpected service downtime due to issues on our end, clients may be eligible for additional services or extended project timelines. No monetary compensation will be provided.

5.3 Missed Deadlines:

If Abrar Future Tech fails to meet mutually agreed-upon project deadlines without reasonable cause, clients may request an extension of the project timeline. No monetary compensation will be provided.

This policy does not cover issues arising from changes in requirements, third-party integrations, or modifications made by the client after the project has commenced.

7.1 Major Services:

7.2 Remote Support:

8.1 Fair Usage:

Clients must use Abrar Future Tech's products and services responsibly and in compliance with the terms of use. Any abuse or misuse may result in termination or suspension of services.

8.2 Compliance with Laws:

Clients are expected to comply with all applicable laws, regulations, and industry standards when using Abrar Future Tech's products and services.

8.3 Respect for Intellectual Property:

Clients must respect the intellectual property rights of Abrar Future Tech and third parties. Unauthorized use or distribution of copyrighted materials, trademarks, patents, or trade secrets is prohibited.