Support Policy
1. Our Commitment to Your Success
At BytezTech, we’re committed to ensuring your success with our technology solutions. Our support policy outlines how we deliver assistance, resolve issues, and maintain the quality of service you expect from us.
2. Support Availability
Our technical support team is available to assist you during the following hours:
Standard Support Hours:
- Monday to Friday: 9:00 AM to 6:00 PM (EST)
- Excluding national holidays
Emergency Support:
For critical issues affecting production systems, emergency support is available 24/7 for clients with Premium Support agreements.
3. Support Channels
We offer multiple channels to request support:
Email Support:
- Send requests to [email protected]
- All emails receive an automatic acknowledgment and tracking number
Phone Support:
- Available during standard support hours
- Priority line for Premium Support clients
Support Portal:
- Submit and track tickets online
- Access knowledge base articles and documentation
4. Issue Classification
We classify support issues based on their impact to ensure appropriate response times:
Critical (P1):
- System is down or unusable
- No workaround exists
- Business operations severely impacted
High (P2):
- Major functionality impaired
- Limited workaround available
- Significant business impact
Medium (P3):
- Important functionality affected
- Workaround available
- Moderate business impact
Low (P4):
- Minor issue or question
- Non-critical functionality affected
- Minimal business impact
5. Response Time Objectives
We strive to meet the following response time objectives based on issue priority:
Standard Support:
- Critical (P1): 4 business hours
- High (P2): 8 business hours
- Medium (P3): 2 business days
- Low (P4): 3 business days
Premium Support:
- Critical (P1): 1 hour (24/7)
- High (P2): 4 business hours
- Medium (P3): 1 business day
- Low (P4): 2 business days
6. Support Scope
Our support services include:
- Troubleshooting and resolving issues with BytezTech solutions
- Answering questions about product functionality
- Guidance on configuration and usage
- Assistance with minor customizations
- Basic guidance on integration with third-party systems
Support services do not include:
- Extensive training (available through our separate training services)
- Development of new features or custom modifications
- Support for third-party applications not provided by BytezTech
- Issues caused by client infrastructure not meeting specified requirements
- Data recovery services (beyond standard backup restoration)
7. Escalation Process
If you feel an issue is not being addressed appropriately, you can request escalation through the following steps:
- Request escalation within your support ticket
- Contact your assigned Account Manager
- Request review by the Support Management team
All escalation requests receive acknowledgment within 4 business hours.
8. Maintenance Windows
To ensure optimal performance and security, we perform regular maintenance on our systems:
- Scheduled maintenance is typically performed between 10:00 PM and 4:00 AM EST on weekends
- Clients receive notification at least 72 hours in advance for scheduled maintenance
- Emergency maintenance may be performed with shorter notice for critical security updates
9. Support Requirements
To help us provide the most effective support:
- Maintain current versions of supported browsers and operating systems
- Provide clear, detailed descriptions of issues including steps to reproduce
- Include relevant screenshots, error messages, and logs where possible
- Designate primary and secondary support contacts for your organization
- Ensure support contacts have appropriate knowledge of your implementation
10. Support Policy Changes
We may update this Support Policy periodically. Material changes will be communicated to all clients at least 30 days before taking effect.
11. Contact Us
For questions about our Support Policy or to discuss custom support requirements, please contact your Account Manager or email [email protected]