Support Policy Page

At OrvexSoft, we are committed to providing excellent support for our software products, services, and solutions. This Support Policy outlines how you can request assistance, what types of support we provide, and our responsibilities toward you as a valued client.

1. Scope of Support

OrvexSoft provides support for:

Software Products: Installation, configuration, and basic troubleshooting.

Cloud Services: Access issues, performance monitoring, and deployment assistance.

Bug Reporting: Identification, replication, and resolution of software defects.

Feature Assistance: Guidance on using existing features effectively.

Technical Consultation: Recommendations for system optimization and integration.

Support does not include custom development beyond the agreed project scope unless a separate support contract is signed.

2. Support Channels

Clients can reach OrvexSoft support via:

Email: contact@orvexsoft.com

Phone/WhatsApp: 01776172997

Support Ticket System: Available via client portal (if applicable)

All support requests should include:

Product or service name

Detailed description of the issue

Screenshots, error messages, or logs (if applicable)

3. Response Times

Priority Level Response Time Resolution Time*

Critical / Down Within 2 hours As soon as possible

High / Urgent Within 4 hours 1 business day

Medium / Standard Within 12 hours 2–3 business days

Low / General Within 24 hours 3–5 business days

*Resolution time depends on issue complexity and client collaboration.

4. Support Hours

Sunday & Public Holidays: Closed (Emergency support available via ticket/email)

5. Client Responsibilities

To ensure smooth and effective support, clients should:

Provide accurate and complete information about the issue.

Maintain backup copies of their data and configurations.

Follow instructions and guidelines given by support staff.

Ensure their environment meets the product/system requirements.

6. Support Limitations

OrvexSoft may not be able to provide support for:

Issues caused by unauthorized modifications or third-party software.

Hardware malfunctions outside the software environment.

Problems resulting from user error or negligence.

Legacy versions no longer maintained under the support agreement.

7. Escalation Procedure

If your issue is not resolved within expected timeframes:

Level 1: Contact support agent or email.

Level 2: Escalate to the Support Manager.

Level 3: Escalate to the Technical Director / Head of Development.

All escalations will be handled with the highest priority.

8. Support for Custom Projects

For custom software development projects, support is provided for bugs, defects, and deployment issues during the warranty period or as per the signed maintenance agreement.

Additional support services can be purchased under a separate support contract.

9. Software Updates & Maintenance

OrvexSoft provides regular updates, patches, and maintenance releases for supported software.

Clients are encouraged to keep their systems updated to ensure optimal performance and security.

10. Contact Us

For all support inquiries: