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Support Policy

MISSION

All of our services are of high quality, and we are happy to provide additional support for them. By using our services, we can help our customers make their business online, with a stunning yet functional website. We are committed to help our clients with every possible issue they may have about our services.

The AppcoSoftware team believes in mutual respect, and when it comes to resolving issues related to AppcoSoftware, we follow a collaborative approach.

SUPPORT HOURS AND RESPONSE TIMES

You can reach us from Monday to Friday, from 9:00 AM to 5:00 PM IST, and we will be happy to assist you in any way we can. However, due to holidays such as Diwali and Christmas, which are celebrated by most of our team members throughout the year, we may be completely closed or with minimal staff on certain days of the year.

In most cases, our first response time is less than 24 hours. In some cases, this may depend on ticket volume, the number of employees available due to a national holiday, company events, or other things, such as government regulations or a natural disaster.

However, we do answer every ticket we get as soon as possible!

After we have completed the project, we provide x-day free support on all our services. In our opinion, x-days would be a reasonable amount of time for you to analyze our work and identify any issues if any occur. In case you need support after the free period has expired, we do provide it on a chargeable basis.

For more information on that, please contact our support team.

SUPPORT SCOPE

We provide support specifically to help with specific issues, but we also have dedicated developers and designers who are ready to assist you and help you implement your ideas as soon as possible.

Whether you’re having site performance, server-specific, or third-party problems, we’re here to help you out. In such cases, we will also provide you with some tips and directions to help you.

In addition to providing quality delivery, we also provide one-on-one support to our clients via email, Skype, and phone, according to their needs and requests. We usually need admin and FTP access to figure out the actual problem and fix it on the go. Here are some best practices to make sure everything runs smoothly.

  • In this case, give us access to a staging or duplicate version of your site where we can test the issue. We recommend backing up the live site before sharing access for security reasons.
  • For security, avoid sharing secret access info in plain text via email. Use tools like OneTimeSecret to securely send credentials. We’ll store them temporarily and delete them once the task is complete.

CODE OF CONDUCT

AppcoSoftware experts and customers share these expectations when it comes to support:

  • We’re all part of the same human race, so let’s treat each other with respect.
  • Remember that we’re real people, not anonymous bots. Consider whether your reply is appropriate in person before sending it.
  • Politeness plays a key role in the interactions between our support team and clients.
  • While we understand that issues can be frustrating sometimes, we won’t tolerate offensive language, inappropriate behavior, or abuse of any kind.
  • Personal attacks (using rude or insulting language) will be warned. If the behavior is repeated, we’ll refund and terminate our working relationship.
  • Discrimination, hate speech, or offensive language based on gender, gender identity, race, disability, sexual orientation, ethnicity, belief, or religion will lead to the immediate termination of our working relationship.

ADULT SITES

We can handle websites with various types of content. However, if your site contains adult content, please let us know. Our support team and developers have the right to choose whether or not to work on such sites based on their comfort level. While we’ll make an effort to find an expert to assist you, the feasibility depends on the specific content.

RIGHT OF REFUSAL

We have the right to refuse, refrain from, or limit our services to individuals or organizations. In rare cases, this may occur due to the content of sites containing hate speech, discrimination, extremely graphic adult content, or malware/viruses.

Our company culture values diversity, equality, equity, respect, and politeness. We reserve the right to ensure our services are never used to promote hate, violence, racial intolerance, or any form of disturbance. Let’s work together to make this world a better place, and most importantly, promote the use of technology!