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:

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:

Phone Support:

Support Portal:

4. Issue Classification

We classify support issues based on their impact to ensure appropriate response times:

Critical (P1):

High (P2):

Medium (P3):

Low (P4):

5. Response Time Objectives

We strive to meet the following response time objectives based on issue priority:

Standard Support:

Premium Support:

6. Support Scope

Our support services include:

Support services do not include:

7. Escalation Process

If you feel an issue is not being addressed appropriately, you can request escalation through the following steps:

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:

9. Support Requirements

To help us provide the most effective support:

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]
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[email protected]

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