Support Policy
Effective Date: 01/01/2024
Quality of Customer Service
At IndiaOnTips we take pride in the level of customer service we provide to licensed users. Support requests are answered quickly and accurately. Customers are often surprised by the speed and quality of the technical support they receive from us and often express their satisfaction with the level of customer service they experienced.
Technical support as well as pre-sale and post-sale customer service is not outsourced to a third party, but rather provided directly by our knowledgeable staff.
Technical Support Terms Summary
Technical Support on IndiaOnTips products to customers is provided as follows:
· Direct Technical Support
IndiaOnTips provides direct technical support to users who purchased the software from the IndiaOnTips.com Store. Users that purchased a license from an authorized Reseller are required to obtain technical support directly from the reseller, or they can purchase the Support & Updates Plan from IndiaOnTips.
1. Free Initial Support
Technical support is provided free of charge for 30 days since the day a new license is executed. It is usually the day of purchase, or a sales contract is signed by both parties.
2. Support & Updates Plan
Technical support via phone & e-mail after the initial 30-day period is provided through the yearly Support & Updates Plan on all products.
· Documentation and Forum
Frequently updated help resources include the online product manuals and our community forums. These resources are available to all users of our software, regardless of where they purchased their licenses.
· Software Updates & Bug Fixes
Minor software updates and fixes are delivered to the web site and available to download for all licensed users. Some software have implemented feature to self-check and self-update, while many are not. If your software does not check updates, or the feature is turned off, you need to manually check our web site for applicable updates.
Technical Support & Updates Plan
Customers may opt to purchase Technical support & Updates Plan to receive additional benefits. The services provided under the Plan are as follows.
Access to technical support staff within business hours, by phone or email.
Submit trouble ticket to support database.
IndiaOnTips Products Only. Note that we can only support issues directly caused by our software in common environment.
End of Life Products
Software products released by IndiaOnTips typically have high quality and long life span. Typically, a new major version is released every four years. When a new major version is released, the previous version is no longer available for sale. And in two years after the major release, the old version is marked as ends of life (EOL). The following events will happen when a product version reached EOL:
· No bug fix will be delivered.
· Product is withdrew from the web site, no download is allowed.
· Unless you have active support plan, this version is not supported by us in any means.
· No support plan is offered on this product version.
Customers who maintain active support plan will continue to receive support beyond the EOL date, for at least two more years. We will notify all customers on the plan in advance so that migration to the new version can be prepared seamlessly.
Being a customer, you may want to know how far you can get support from us. To make things easier, here is our support policy.
Support eligibility:
We only provide support to our premium users. If you want to become a valid premium user and get premium support, you have to-
- Purchase our service or paid post from our official website indiaontips.com
- Reach out to us with your purchasing email address.
We do not provide support if the post service has been purchased from any other website or if you reach out with any other email addresses.
Please remember that we will NOT be liable for any unethical post done on blog which will harm on any individual in person the post will be taken down and amount will be forfeited. Most of those post which might include viruses, malware, trojan, or malicious codes to harm the system which imposes security risks on your site will be taken down without any pre-information.
Support Response & Resolution Time
Our response time may vary based on the volume of tickets we receive on a regular basis. Typically, we aim to respond to each ticket within 48 hours, but during peak periods or when there is a long queue, the response time may be longer.
Regarding the resolution time of an issue depends on its complexity. We make every effort to resolve an issue as soon as it comes to our attention, but we cannot provide an exact time frame for resolution.
We prioritize tickets on a “first come, first served” basis to ensure that everyone receives assistance in a fair and timely manner. If you do not receive a response within the expected timeframe, please be patient, as we strive to uphold our motto of “No one shall be left.”
What Our Support Covers
Basic:
We only provide support for our articles and post, as stated earlier. You will get the following service from our support:
- Assistance with changes allowed one time
- Usage and guidelines
- Fixing bugs and issues
- SEO consulting. Kindly consult an SEO expert for matters related to search engine optimization AS PER PLAN SERVED TO YOU.
What Our Support Does Not Cover
To ensure transparency and eliminate any uncertainties, we would like to clarify that our support scope does not cover everything. For your convenience, we have outlined the specifics below:
- Material related to black magic or similar harmful practices that target human well-being.
- Websites endorsing tobacco, vape products, illegal drugs, or excessive alcohol consumption (excluding licensed pharmacies and legally authorized cannabis dispensaries)
- Explicitly sexual or pornographic content, characterized by explicit depictions of sexual organs or activities designed to provoke erotic, rather than aesthetic or emotional, responses.
- Realistic portrayals of violence towards humans or animals, including depictions of killing, maiming, torture, or abuse, as well as content that advocates for violence.
- Individuals or entities that involve or promote Satanic religious content
We hope this clarification helps you better understand our support coverage.
Customization:
We provide support for our products as they are developed and published. Any type of modification or customization is not included in our support service. If you need any core customization or have any personal requirements of your own need, you can hire a developer or contact our team to get a paid solution.
Why we do not provide customization:
To provide the best possible customer support, we need some constraints to ensure that our support team can provide the best service. Assisting with customizations and modifications takes extra time, which can divert our support engineer’s attention away from another customer who is experiencing a valid issue. And sometimes that customer can be you.
Mature/Adult Content or NSFW (Not Safe for Work):
You may use our products on any mature content website. But we neither promote nor provide support to any Mature Content or NSFW (Not Safe for Work) website.
Product Support Channels:
We provide support related to the pre-sales queries through EMAIL and technical support through. Or you can directly mail us at SUPPORT@INDIAONTIPS.COM
We do not provide support through any other channels like Facebook, WhatsApp, Twitter, phone, or any other way. All the social communities we have are for free discussion related to the products between the users.
Please bear in mind what we do support while creating a support ticket. We may ask for your site credentials to check your site thoroughly in any case if we need to assist you. While providing the site credentials, Do not forget to keep a backup of the entire site . Please follow the instructions provided by our technical team members on how to provide the details securely.
By providing the site credentials, you agree to give us full consent on any kind of checking or modification needed to find the issue on your site. When we do intense debugging, there could be some errors in the front-end due to unwanted data loss or modification. That is why we always prefer staging/duplicated site credentials.
Please do not share the credentials to your site with anyone as it compromises your personal information. Any information you submit to us through our Helpdesk will be handled with strict confidentiality. Only you and our support team will have access to that acknowledgment.
