1. Introduction
This Support Policy (“Policy”) governs the provision of technical support and client assistance by Softdroit Technology (“Company,” “we,” “us,” or “our”) to its clients (“Client,” “you,” or “your”). This Policy forms an integral part of any service agreement, statement of work, or contract entered into between the Client and the Company.
2. Scope of Support Services
The Company shall provide support services solely for products and services expressly contracted, including but not limited to:
- Web and Software Development Services
- Cloud Infrastructure and Managed Services
- Staffing and Workforce Solutions
- Digital Marketing and Automation Services
- Maintenance, Monitoring, and Optimization Services
Support services are limited to the configuration, functionality, and performance of solutions delivered by the Company under an active agreement.
3. Support Access and Communication
Clients may submit support requests through the following authorized channels:
- Email: Info@softdroit.com
- Telephone: +1 785 898 7400
- Website Contact Form
All support requests shall be documented, logged, and handled in accordance with this Policy.
4. Support Availability and Hours
Unless otherwise stated in a written agreement:
- Standard Support Hours: Monday through Friday, 9:00 AM to 6:00 PM (local business hours)
- Emergency Support: Available for critical issues that result in system outages or severe operational disruption, subject to applicable service terms
Support outside standard hours may be provided at the Company’s discretion or under a separate service-level agreement (“SLA”).
5. Issue Classification and Priority
- Critical: Complete service failure or severe impact on business operations
- High: Significant functionality degradation with no immediate workaround
- Medium: Partial system issues with limited operational impact
- Low: General inquiries, informational requests, or cosmetic issues
The Company reserves the right to determine issue severity.
6. Response and Resolution Commitments
The Company shall use commercially reasonable efforts to:
- Acknowledge receipt of support requests within one (1) business day
- Provide status updates throughout the resolution process
- Resolve reported issues within a reasonable timeframe based on complexity and priority
No specific resolution time is guaranteed unless defined in an SLA.
7. Client Obligations
The Client agrees to:
- Provide complete and accurate information regarding reported issues
- Grant timely access to systems, credentials, and resources required for troubleshooting
- Designate an authorized point of contact for support communications
Failure to comply may result in delayed resolution or suspension of support services.
8. Exclusions and Limitations
Support services do not include:
- Third-party software, platforms, or services not managed or approved by the Company
- Issues caused by unauthorized modifications, misuse, or external factors
- Training, consulting, or development work beyond the contracted scope
Additional support may be provided under a separate agreement and applicable fees.
9. Data Protection and Confidentiality
The Company shall maintain reasonable administrative, technical, and organizational measures to protect Client data accessed during support activities. All information shall be handled in accordance with applicable data protection laws and contractual confidentiality obligations.
10. Modifications to the Policy
The Company reserves the right to modify this Policy at any time. Updates shall be effective upon publication on the Company’s website. Continued use of services constitutes acceptance of the revised Policy.
11. Governing Law
This Policy shall be governed by and construed in accordance with the laws applicable to the jurisdiction in which the Company is registered, without regard to conflict of law principles.
12. Contact Information
For support-related inquiries, please contact:
Info@softdroit.com
+1 785 898 7400