Standard Support
Support Policy
Expectations for response times and availability.
SCOPE OF SUPPORT
1. Business Hours
Our engineering team is based in India (IST). Standard support hours are:
Mon - Fri:10:00 AM - 7:00 PM IST
(UTC):04:30 AM - 01:30 PM UTC
2. Response Targets
We strive to meet these response times, but they are targets, not guarantees.
| Severity | Definition | Target Response |
|---|---|---|
| Critical | Production down. Cannot generate quotes. | 4 Business Hours |
| Major | Feature broken. Workaround available. | 1 Business Day |
| Minor | Visual bug, question, or feature request. | 3 Business Days |
3. Exclusions (What we don't fix)
- Issues caused by your server configuration (Firewalls, Docker networking).
- Custom code or scripts you wrote to interact with our API.
- Database corruption caused by manual SQL edits you performed.
- End-of-Life versions (older than 12 months).