Support Policy
At Terabits Technolab, we are dedicated to providing exceptional support to our customers. We want to ensure that you have a seamless experience with our products and services. Please take a moment to review our support policy, which outlines the terms and conditions regarding our support offerings.
1. Response Time
We understand the importance of timely assistance. Our support team aims to respond to your support tickets within 48 hours during working days. We strive to address your queries and issues promptly, keeping you informed throughout the process.
2. Support Hours
Our support team operates from Monday to Friday, between 10:00 AM and 6:00 PM IST. During these hours, you can expect our dedicated team to be available to assist you with your support requests.
Support Hours
Mon - Fri (10:00 AM and 6:00 PM IST)
Response Time
48 Hours (Working Hours)
The Support Mediums include:
3. Required Information
To ensure a thorough analysis and resolution of your support request, it is mandatory for the customer to provide the following access rights and details:
- Odoo Login Details: Please provide us with the necessary login credentials for your Odoo instance, allowing our support team to access and investigate the specific area of concern.
-
Server Access Details: It is essential for the customer to grant full access rights to Terabits Technolab for all
systems and servers relevant to the support request. This enables our team to thoroughly analyze and resolve the issue efficiently.
Please note that we do not provide support via TeamViewer or any similar screen sharing software. Providing the requested access rights ensures a secure and effective support process.
4. Non-App Issues
If our support team determines that the issue you are facing is unrelated to our application, there may be charges applicable for the diagnostic and resolution time invested by our team. We will communicate any potential charges in advance and provide transparent billing information.
5. Customer Responsibility
To enable us to assist you effectively, we kindly request that you provide all necessary details related to the issue you are experiencing. This includes relevant information, error messages, steps to reproduce the problem, and any other supporting documentation that can help us understand and resolve the issue more efficiently.
6. Additional Services
At Terabits Technolab, we offer additional services such as customization, implementation, and training. These services may have separate terms and conditions, which will be communicated to you accordingly.
We believe in maintaining a strong and transparent relationship with our customers. If you have any questions or require further assistance, please don't hesitate to reach out to our support team. We are here to help you.