Support Policy
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At Ingeri Tech Ltd, we are committed to delivering exceptional support to ensure your ICT solutions operate seamlessly and efficiently. This Support Policy outlines the scope of our technical assistance, response times, communication channels, escalation procedures, and service level commitments. We strive to resolve your issues promptly, minimize downtime, and empower you with the resources needed to maximize the value of our services. Our support philosophy is built on responsiveness, expertise, and a client-first approach.
1. Support Philosophy
At Ingeri Tech Ltd, support is treated as a core service pillar rather than a reactive add-on. We aim to provide dependable, timely, and professional assistance so that clients can continue using their systems with confidence.
1.1. Client-Centric Approach
Our support team focuses on understanding the client’s context, business impact, and urgency before responding. This helps us tailor communication, prioritization, and resolution paths to the specific situation.
We encourage clients to share screenshots, error messages, and recent changes so that investigations can begin with the right context.
- A clear summary of the problem.
- The affected service or system.
- Any recent changes or events that may have triggered the issue.
A concise report often reduces resolution time and avoids repeated back-and-forth.
1.2. Proactive Support
We monitor service environments where possible, identify recurring issues, and recommend preventive actions before they become major disruptions.
1.3. Continuous Improvement
Feedback from support interactions is reviewed to improve internal processes, documentation, and client experience over time.
Our support philosophy is rooted in responsiveness, clarity, and continuous learning from every interaction.
2. Scope of Support Services
Support services include assistance with software issues, configuration questions, access concerns, performance troubleshooting, and general operational guidance related to the delivered services.
Where the service agreement covers it, we also help clients understand how to use the platform effectively, reduce recurring errors, and improve day-to-day operations.
2.1. Included Services
- Technical troubleshooting and issue diagnosis.
- Configuration assistance and product usage guidance.
- Support for standard maintenance and operational questions.
In many cases, our team will also provide a short explanation of the root cause, the next action, and any preventive steps that can be taken to avoid future disruption.
- Confirm the client’s issue and expected outcome.
- Identify the likely cause or impacted component.
- Provide clear guidance, resolution steps, or escalation if required.
2.2. Excluded Services
Support does not include work that is outside the agreed scope, such as broad system redesign, unrelated third-party troubleshooting, or requests for services that require a separate project engagement.
2.3. Supported Products and Platforms
| Platform | Typical Support Area | Notes |
|---|---|---|
| Web applications | Performance, accessibility, deployment | Covered when related to the agreed deliverable |
| Cloud services | Configuration, connectivity, availability | Subject to service provider agreements |
| Training systems | Access, content, platform usage | Support depends on the training package |
3. Support Channels
Clients may contact us through the channels listed below, depending on the urgency and nature of the request.
3.1. Email Support
Email is the preferred channel for non-urgent inquiries, documentation requests, and issue summaries that require a written record.
3.2. Telephone Support
Telephone support is useful for urgent matters where immediate clarification or coordination is needed.
3.3. Online Contact Form
The contact form allows clients to submit support requests with details that can be routed to the appropriate team efficiently.
3.4. Remote Assistance
Where permitted and appropriate, we may use remote access tools to inspect systems, reproduce issues, or guide the client through troubleshooting steps securely.
4. Support Hours and Availability
Support availability depends on the service package and the agreed support window. We aim to provide consistent coverage while allowing for scheduled maintenance and planned downtime.
4.1. Business Hours
Standard support is available during normal business hours unless otherwise stated in the service agreement.
4.2. Emergency Support
Critical incidents may receive priority handling outside standard hours where the service package includes extended coverage or an emergency support arrangement.
4.3. Public Holidays
Support during public holidays may follow a reduced or limited schedule unless explicitly covered by the service agreement.
5. Service Level Tiers
We provide different support tiers to align assistance with the complexity, criticality, and business importance of each client engagement.
The tier selected for a client often determines the speed of responses, the flexibility of support hours, and the depth of coordination available for major incidents.
Note
Clients with higher support tiers should confirm their expected response window at the start of the engagement.
5.1. Standard Support
Standard support is designed for routine issues and general maintenance needs.
5.2. Priority Support
Priority support offers faster response and more direct engagement for clients with time-sensitive or business-critical needs.
5.3. Enterprise Support
Enterprise support is intended for larger clients or more complex environments that require structured oversight, dedicated coordination, and higher service commitments.
| Tier | Best For | Typical Commitment |
|---|---|---|
| Standard | Routine support needs | Business-hour response |
| Priority | Time-sensitive issues | Faster response and escalation |
| Enterprise | Critical operations | Extended support and coordination |
6. Issue Severity Definitions
Issues are classified based on impact, urgency, and the extent of service disruption so that appropriate attention can be assigned.
6.1. Critical Issues
Critical issues involve a complete outage, major service failure, or a threat to business continuity.
6.2. High Priority Issues
High priority issues significantly impair service but do not fully stop core operations.
6.3. Medium Priority Issues
Medium priority issues affect a subset of functionality or create inconvenience without causing systemic failure.
6.4. Low Priority Issues
Low priority issues are minor, non-blocking, or cosmetic and can usually be handled during regular support workflows.
7. Response and Resolution Times
We aim to acknowledge requests quickly and provide updates throughout the troubleshooting process.
Clear communication is part of the resolution process, and clients are encouraged to confirm that the latest update has addressed their concern before closing the case.
7.1. Initial Response Targets
Initial response targets depend on the support tier and issue severity. Faster targets are applied to critical incidents and enterprise engagements.
7.2. Resolution Objectives
Resolution objectives are based on the complexity of the issue and the availability of required information from the client.
7.3. Factors Affecting Resolution
- Availability of logs, screenshots, and system access.
- Complexity of the underlying cause.
- External dependencies such as hosting, networking, or third-party services.
8. Escalation Procedure
Escalation allows issues to receive additional attention when initial support steps are insufficient or the impact is growing.
8.1. Internal Escalation
Internal escalation occurs when the first-line support team needs specialist input, broader access, or additional technical expertise.
8.2. Management Escalation
Management escalation may be used when an issue has broad business impact, repeated delays, or stakeholder concerns.
8.3. Client Escalation Requests
Clients may request escalation when they believe the issue is not being addressed at the appropriate level of urgency.
9. Incident Reporting and Tracking
All support requests should be documented so that they can be tracked, prioritized, and reviewed effectively.
9.1. Reporting an Incident
Clients should provide as much detail as possible when reporting an issue, including symptoms, timing, affected systems, and error messages.
9.2. Ticket Management
Each support request is assigned a ticket or reference number so that progress can be tracked clearly.
9.3. Status Updates
Clients receive updates as the issue progresses, including confirmation of receipt, investigation status, and next steps.
10. Self-Service Resources
We provide self-service resources to help clients solve common issues quickly without needing to contact support directly.
10.1. Knowledge Base
The knowledge base contains step-by-step guidance on common troubleshooting scenarios and platform usage questions.
10.2. Documentation
We provide documentation for onboarding, administration, maintenance, and feature usage where relevant.
10.3. Frequently Asked Questions
The FAQ section highlights common questions and practical answers to reduce recurring support requests.
We also publish walkthroughs and short guides for recurring support scenarios so clients can resolve common concerns quickly and confidently.
11. On-Site and Remote Support
Depending on the engagement, support may be delivered remotely or on-site when the nature of the issue requires physical presence.
11.1. Remote Assistance
Remote support is often the fastest way to diagnose and resolve issues that are related to configuration or software behavior.
11.2. On-Site Visits
On-site support may be arranged for hardware failures, physical infrastructure concerns, or situations where remote access is not practical.
11.3. Scheduling Appointments
Appointments are coordinated in advance whenever possible so that both parties can prepare for the visit and minimize disruption.
12. Billing and Charges
Certain support activities may be covered by the service agreement, while others may be billed separately based on the agreed terms.
12.1. Covered Support
Covered support typically includes issues directly related to the agreed deliverables and the standard support package.
12.2. Billable Services
Work outside the agreed scope, extensive customization, or repeated requests for non-standard support may be billed as additional services.
12.3. Payment Terms
Payments for billable support services are handled according to the terms of the applicable contract or invoice.
13. Exclusions and Limitations
Some requests may be outside our support obligations due to technical limitations, third-party dependencies, or the nature of the service package.
13.1. Unsupported Requests
Requests involving unsupported software versions, unauthorized changes, or legacy systems may require additional review or a separate engagement.
13.2. Third-Party Services
Issues caused by third-party software, hosting providers, or external integrations may require coordination with those providers rather than direct intervention by our team.
13.3. Force Majeure
Support commitments may be affected by events beyond our control, including internet outages, infrastructure failures, or severe weather conditions.
14. Client Support Responsibilities
Clients play an important role in the support process by providing accurate information and allowing sufficient time for troubleshooting.
- Keep account and contact details up to date.
- Share relevant access information securely and only when required.
- Allow the support team enough time to validate the issue before requesting a change in approach.
14.1. Providing Accurate Information
Accurate information helps us diagnose issues faster and reduces delays caused by incomplete or inaccurate reports.
14.2. Cooperation During Troubleshooting
Clients are expected to cooperate by providing access, confirming reproduction steps, and responding to follow-up questions promptly.
14.3. System Maintenance Responsibilities
Clients remain responsible for basic system upkeep, including approved updates, secure user management, and the integrity of their local environment where applicable.
15. Feedback and Quality Assurance
We value client feedback as a tool for improving both service delivery and support quality.
15.1. Customer Satisfaction Surveys
Surveys may be used to gather feedback on response times, communication quality, and overall satisfaction with support interactions.
15.2. Complaint Handling
Complaints are reviewed carefully and handled with the aim of resolving concerns fairly and efficiently.
15.3. Service Improvement
Findings from feedback and support data are used to improve internal processes, documentation, and service delivery standards.
Client feedback plays an important role in shaping the quality and reliability of our support services.
16. Updates to This Policy
This policy may be reviewed and updated periodically to reflect changes in service delivery, technology, or operational requirements.
16.1. Policy Revisions
Revisions may be made to improve clarity, expand support coverage, or align with new service offerings.
16.2. Notification of Changes
Clients will be informed of material changes where appropriate through the website, email, or other reasonable communication methods.
17. Contact Information
For support requests, questions, or service concerns, please use the contact channels listed below.
17.1. General Support Contact
General support inquiries can be submitted through the website contact form or the support email address provided on our platform.
17.2. Emergency Contact
Emergency support should be reported immediately through the designated urgent contact channel for the relevant service agreement.
17.3. Business Address
Inquiries may also be directed to our business address where applicable, as listed on the website or relevant contract documentation.
Visual guides and short support videos are used to clarify recurring processes, especially when a task involves several steps or cross-team coordination.