Software Support Policy

1. Support channels

Customers may contact the assigned support channel or use sales@alltrimsolutions.in and +91 70006 67846 for routing. The applicable agreement may specify dedicated channels and service hours.

2. Information required

A useful request should include company, user, module, document number, date/time, expected result, actual result, screenshots and steps to reproduce. Passwords and sensitive credentials must not be sent through normal messages.

3. Priority classification

• Critical: production is unavailable or a core business process cannot proceed for most users.
• High: a major function is impaired with no practical workaround.
• Normal: a limited issue, report discrepancy or user-specific problem with a workaround.
• Enhancement: new feature, changed workflow, print modification or non-defect improvement.

4. Included and billable work

Defect correction within the supported product scope is distinct from new development, third-party changes, data repair caused by unauthorized modification, infrastructure work, retraining or changed business requirements. Billable work is communicated before execution where practical.

5. Customer responsibilities

Customers should maintain authorized users, protect credentials, follow backup procedures, provide timely access for diagnosis, avoid direct database modification and test material changes before production use.

6. Data and remote access

Remote access should be granted only for the time and scope needed. Customers remain responsible for legal authority over the data and for ensuring appropriate internal approval before sharing access.

7. Updates

Updates may contain corrections, security improvements and functional changes. Installation timing, compatibility and downtime requirements depend on the deployment and applicable maintenance arrangement.