Customer Support Policy

1. Introduction

At Neonotiontech, we strive to provide responsive, helpful, and effective support to all of our clients. This Support Policy outlines how we deliver assistance for products and services.

2. Support Coverage

• Included: Technical issues, bug reporting, usability questions, feature clarification.
• Excluded: Custom development requests, third-party service issues, and expired contracts unless covered by maintenance agreements.

3. Support Hours

Our support team is available:

• Monday to Friday: 10:00 AM – 6:00 PM IST
• Weekend & Holidays: Emergency support only (pre-approved)

4. Support Channels

• Email: support@neonotiontech.com (recommended)
• Live Chat: Available on our website during business hours
• Ticket System: For clients with ongoing projects or retainers

5. Response Time

• Standard: Within 24 business hours
• High Priority (critical issues): Within 6 business hours
• Low Priority (general queries): Within 48 business hours

6. Maintenance & SLA (if applicable)

Clients with annual maintenance contracts or SLAs (Service Level Agreements) will receive priority support as per their contract. This includes uptime guarantees, performance monitoring, and issue resolution commitments.

7. Client Responsibilities

• Provide clear and accurate information regarding issues or bugs.
• Use only approved communication channels for official support requests.
• Ensure hosting/server credentials (if needed) are shared securely.

8. Escalation

If you’re not satisfied with the resolution or response time, you may escalate the issue by contacting:
Email: escalation@neonotiontech.com

9. Changes to This Policy

This support policy may be updated periodically. Any updates will be communicated via email or listed on our website.

10. Contact Us

For any support-related inquiries, contact us at:
Email: neonotiontechnology@gmail.com
Phone: +91-9332334898