Effective Date: July 21, 2024
Last Revised: June 3, 2025

1. Support Requests

1.1 Initiating Support
Clients may request support by:

Email: support@abrarfuturetech.com
CRM Portal: crm.abrarfuturetech.com

1.2 Support Availability
Support hours are Monday to Friday, 9:00 AM to 6:00 PM IST (excluding public holidays).
Requests received outside these hours will be addressed on the next business day.

2. Levels of Support

2.1 General Support

Assistance in using features of our platforms and services
Help with platform navigation and resolving minor issues

2.2 Technical Support

Troubleshooting software bugs, errors, and technical malfunctions
Guidance on third-party integrations, where applicable

2.3 Basic Support Plan

Includes up to 48 hours of effort per issue, including analysis and resolution
Requests exceeding 48 hours will be considered customisations, which are not included in support
New feature implementation or a feature change will not be considered under support

3. Response and Resolution Times

3.1 Initial Response Time
All valid support requests will receive a response within 24 business hours.

3.2 Resolution Time

Simple issues: 1 to 2 business days
Moderate issues: 3 to 5 business days
Complex issues: 7 to 30 business days (depending on investigation and scope)

Note: If the estimated support time exceeds 48 hours, the issue will be reclassified as custom development and customisations are not included in support.
New feature implementation or a feature change will not be considered under support.

4. Support Process

4.1 Notification
Clients must notify Abrar Future Tech of any issues within 15 days of project completion or issue occurrence.

4.2 Documentation
Clients are required to provide all necessary documentation, including but not limited to:

Screenshots
System logs
Access credentials (if applicable)
Detailed description of the issue

4.3 Evaluation
Each request will be evaluated by our team to determine the appropriate course of action.

4.4 Resolution

If the issue is covered under the support scope, we will proceed with resolution.
If the request exceeds the 48-hour threshold, customisations are not included in support, and a custom quote will be provided. Work will proceed only upon client approval.
New feature implementation or a feature change will not be considered under support.

5. Compensation and Adjustments

5.1 Defective Services
Clients may request rectifications for valid defects. No monetary compensation will be provided.

5.2 Service Downtime
In the event of downtime due to service-related issues on our end, clients may be eligible for extended timelines or additional service credits. No monetary refunds will be issued.

5.3 Missed Deadlines
If project deadlines are missed without valid justification, reasonable delivery extensions may be granted. No financial compensation will be applicable.

6. Exceptions

This support policy does not cover:

New feature implementation or a feature change
New feature development requests or functionality outside the original scope
Issues caused by third-party tools, services, or client-side changes
Requests requiring more than 48 hours of work (customisations are not included in support)

7. On-Site and Remote Support

7.1 Major Services
On-site support is provided only when contractually agreed upon in advance.

7.2 Remote Support
Routine and minor support is provided via call, email, or through our CRM system.

8. Client Responsibilities

8.1 Fair Usage
Clients are expected to use support services responsibly and in compliance with this policy.

8.2 Compliance with Laws
Clients must adhere to all relevant laws and regulations while using Abrar Future Tech’s products and services.

8.3 Respect for Intellectual Property
Clients must not copy, redistribute, reverse-engineer, or misuse any proprietary software, documentation, or materials owned by Abrar Future Tech LLP.

9. Contact Information

For any support-related queries or policy clarification, contact:
Email: support@abrarfuturetech.com

Thank you for choosing Abrar Future Tech LLP.
We are committed to delivering responsive, efficient, and professional support to all clients. This policy ensures fairness, clarity, and consistency in the delivery of our services.

Sincerely,
Team Abrar Future Tech LLP