Support Policy

1. Support Coverage

RPTech Software Marketplace provides technical support for all software products purchased through our website at http://localhost/wms. Support coverage is determined by your license type and any additional support packages purchased.

Our technical support includes assistance with:

• Software installation, configuration, and setup
• Software usage questions and feature guidance
• Troubleshooting software defects and errors
• Performance optimization recommendations
• Integration assistance with third-party systems
• Database management and optimization guidance
• Security configuration and best practices

Support is provided for the current version and the immediately preceding version of the software. Older versions may receive limited support at our discretion.

2. Support Channels

We offer multiple support channels to accommodate your preferences:

To contact our support team, email us at info@rptech.com or visit the support section on our website.

3. Support Hours

Standard support hours are as follows:

Support requests received outside of business hours will be addressed on the next business day, in the order they were received, based on priority level.

4. Business Days

For the purposes of this Support Policy:

• Business Days are Monday through Friday, excluding public holidays in the jurisdiction where RPTech Software Marketplace is registered.
• Business Hours are 9:00 AM to 6:00 PM (UTC+5:30) on Business Days.
• Non-Business Hours include evenings, weekends, and public holidays.
• All response and resolution timeframes are measured in Business Days and Business Hours unless otherwise specified.
• During holiday periods, support availability may be reduced. Advance notice of holiday schedules will be provided.

5. Response Time

Response time is defined as the time between when a support ticket is submitted and when a support representative acknowledges the ticket and provides an initial response. Response times vary based on the priority level of the issue and your license type:

6. Resolution Time

Resolution time is defined as the time between ticket submission and when the reported issue is resolved or a viable workaround is provided. Resolution targets are as follows:

Please note that resolution times are targets and not guarantees. Complex issues may require additional time for investigation and resolution. We will keep you informed of the progress and any changes to the estimated resolution timeline.

7. Priority Levels

Support tickets are assigned priority levels based on the impact and urgency of the issue:

7.1 Critical (P1)

A Critical issue is one that causes a complete outage or severe degradation of the software, affecting core business operations for all or most users. Examples include:

• System-wide failure preventing all users from accessing the software
• Data loss or corruption affecting production data
• Security breach or active exploitation of a vulnerability
• Complete inability to process critical business transactions

7.2 High (P2)

A High priority issue is one that significantly impacts a key feature or function, affecting a substantial number of users but with a viable workaround available. Examples include:

• Major feature malfunction affecting multiple users
• Performance degradation significantly impacting productivity
• Integration failure with a critical third-party system
• Report generation errors affecting business reporting

7.3 Medium (P3)

A Medium priority issue is one that affects a specific feature or function with a limited impact on users, or a significant issue with a reasonable workaround available. Examples include:

• Non-critical feature malfunction
• Minor performance issues in specific modules
• UI/UX issues affecting workflow efficiency
• Non-critical integration issues

7.4 Low (P4)

A Low priority issue is one that has minimal impact on operations and users. These are typically enhancement requests, minor cosmetic issues, or documentation questions. Examples include:

• Feature enhancement requests
• Minor UI cosmetic issues
• Documentation clarifications
• General questions about software functionality

8. Remote Support

Remote support is provided through secure, encrypted screen-sharing and remote-access tools. Remote support sessions are:

• Scheduled by appointment during business hours.
• Conducted only with your explicit authorization.
• Monitored and logged for security and quality assurance.
• Limited to the specific issue discussed during scheduling.
• Conducted using industry-standard secure remote access tools.

You maintain full control of your computer during a remote session and may terminate the session at any time. We recommend that you back up your data before any remote support session.

9. Installation Support

Installation support is provided as follows:

• Self-Service: Detailed installation guides, video tutorials, and system requirement documentation are available on our website.
• Remote Installation: Remote installation assistance is available for all license types. Contact our support team to schedule a remote installation session.
• On-Site Installation: On-site installation services are available as a premium service for Enterprise license holders or as a separately purchased professional service.
• Environment Setup: We can assist with server environment setup, database configuration, and initial system configuration as part of our implementation services.

10. Training

Training services are available to help you and your team get the most out of our software products:

• Online Training: Self-paced video tutorials and documentation available through our learning portal.
• Webinar Training: Scheduled live webinars covering key features and best practices (complimentary for Premium and Enterprise customers).
• Custom Training: Tailored training sessions for your organization, delivered online or on-site (available as a professional service).
• Admin Training: Specialized training for system administrators covering advanced configuration, user management, and system maintenance.

11. Customization

While our standard support does not include software customization, we offer professional customization services:

• Custom feature development and modification
• Third-party system integration
• Custom report and dashboard design
• Workflow customization and optimization
• Data migration and transformation

Customization requests are handled as separate projects with individual scope, timeline, and pricing. Contact our sales team at info@rptech.com for a customization quote.

12. Bug Fixes

Bug fixes are provided as follows:

• Critical Bugs: Fixes for critical bugs that cause data loss, security vulnerabilities, or complete system failure are developed and released as emergency patches at no additional cost.
• Major Bugs: Fixes for major bugs that significantly impact functionality are included in the next scheduled update or patch release.
• Minor Bugs: Fixes for minor bugs are included in regular updates and maintenance releases.
• Workarounds: For issues that cannot be immediately fixed, we will provide temporary workarounds to minimize impact on your operations.

13. Excluded Services

The following services are not included in standard support coverage and may require separate professional service engagement:

• Software customization or custom development
• Third-party software troubleshooting
• Hardware support or diagnostics
• Network infrastructure issues
• Data recovery (unless caused by our software)
• On-site support (unless included in your license agreement)
• Services related to unauthorized or modified software
• Training beyond standard documentation and knowledge base
• Services for software versions older than the current version and the immediately preceding version

14. Support Escalation

If you are not satisfied with the support you receive, you may escalate your issue through the following process:

1. Level 1 Escalation: Request escalation to a senior support representative through your current support ticket. The escalation will be reviewed within 4 business hours.
2. Level 2 Escalation: If Level 1 escalation does not resolve your concern, request escalation to the Support Manager. The escalation will be reviewed within 1 business day.
3. Level 3 Escalation: For unresolved critical issues or service complaints, escalate to the Director of Customer Success. Contact information will be provided by the Support Manager.

All escalations are documented and tracked to ensure timely resolution. We are committed to resolving your issues and will work with you to find a satisfactory resolution.