I One Tech Solutions Support Policy:

1. Service Level Agreements (SLAs)

Define clear response times for different types of support requests:

• Critical Issues: Respond within 1 hour.
• High-Priority Issues: Respond within 4 hours.
• Medium-Priority Issues: Respond within 24 hours.
• Low-Priority Issues: Respond within 48 hours.

2. Support Channels

Customers can seek assistance:

• Email: sales@ionetechsolution.biz.
• Phone: 85596 9899 444.
• Live Chat: The live chat option.

3. Working Hours

Support team’s working hours and days:

• Monday to Friday: 8:00 AM to 6:00 PM (local time).
• Weekends: Limited support.

4. Escalation Process

Outline the steps for escalating unresolved issues:

• Tier 1: Frontline support resolves most issues.
• Tier 2: Escalate to specialized technicians.
• Tier 3: Involve senior engineers or management.

5. Issue Categorization

Describe The categorized issues: 

1. **Technical Issues**:

   - These relate to software, hardware, or network problems. Examples include system crashes, software errors, connectivity issues, and performance degradation.

   - **Priority Levels**:

     - **Critical**: High-impact issues affecting core functionality or security.

     - **High**: Urgent issues causing significant disruption.

     - **Medium**: Important but not critical.

     - **Low**: Minor issues with minimal impact.

2. **Billing and Financial Issues**:

   - These involve discrepancies in invoices, payment processing, or subscription-related matters.

   - **Priority Levels**:

     - **Critical**: Billing errors affecting critical services.

     - **High**: Urgent billing inquiries.

     - **Medium**: Non-urgent billing queries.

     - **Low**: General billing questions.

3. **Infrastructure and Maintenance Issues**:

   - These involve server maintenance, upgrades, and infrastructure changes.

   - **Priority Levels**:

     - **Critical**: Infrastructure failures impacting services.

     - **High**: Scheduled maintenance or urgent updates.

     - **Medium**: Routine maintenance tasks.

     - **Low**: Non-urgent infrastructure inquiries.

4. **Security and Compliance Issues**:

   - These include data breaches, vulnerabilities, and regulatory compliance.

   - **Priority Levels**:

     - **Critical**: Security breaches or compliance violations.

     - **High**: Urgent security patches or risk assessments.

     - **Medium**: Routine security checks.

     - **Low**: General security inquiries.

6. Maintenance Windows

we'll Inform customers about scheduled maintenance windows during which certain services may be temporarily unavailable.

7. End-User Responsibilities

Specify what is expected from end-users:

• Providing accurate information about the issue.
• Following troubleshooting steps (if applicable).

8. Service Exclusions

Be transparent about what your support does not cover:

• Third-party software issues.
• Customizations beyond standard features.
• Hardware-related problems (unless part of your service).

9. Feedback and Improvement

We encourage customers to provide feedback on our support experience. We use this feedback to continuously improve our services.