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Customer Support Policy

At Lilac Infotech, we are committed to providing exceptional customer support to ensure that your experience with our products and services is seamless and hassle-free. Our customer support policy is designed to provide prompt, accurate, and efficient assistance for all inquiries and issues.

1. Support Hours

Our customer support team is available to assist you during the following hours:

  • Business Hours: Monday to Friday, 9:00 AM to 6:00 PM (Local Time, GMT +5:30)
  • Holiday Support: Support services are available during major holidays as per prior notice or emergency needs.

2. Support Channels

We offer multiple channels through which you can reach our support team for assistance:

3. Support Ticketing System

For tracking and resolving technical issues or service requests, we utilize a support ticketing system. When contacting us, please provide a detailed description of the issue or query to help us resolve it more efficiently. You will receive an acknowledgment email once your ticket has been created, and we will keep you updated on the progress.

4. Response and Resolution Times

  • Initial Response Time: We aim to respond to all support requests within 1 business day. Critical issues will be prioritized.
  • Resolution Time: Resolution times vary based on the complexity of the issue:
    • Critical Issues: Within 4 hours (e.g., system outages, security vulnerabilities)
    • High-Priority Issues: Within 1 business day
    • Standard Issues: Within 3 business days

We will keep you informed throughout the process and let you know if any additional time is required for a resolution.

5. Support Services Covered

Our support includes, but is not limited to:

  • Technical Support: Assistance with using our software, troubleshooting bugs, and resolving system issues.
  • Account Support: Help with user management, billing inquiries, and account-related issues.
  • Product Queries: Clarifications on product features, functionalities, and usage.
  • Updates and Maintenance: Information on upcoming product updates and maintenance schedules.

6. Customer Responsibilities

To ensure a smooth support experience, customers are expected to:

  • Provide accurate and detailed information when submitting support requests.
  • Maintain up-to-date contact information so we can reach you without delay.
  • Follow the guidelines and instructions provided by our support team.
  • Review our Knowledge Base and FAQs before contacting support for common issues.

7. Priority Levels

Support requests are categorized based on their urgency and impact on business operations:

  • Critical: Complete service failure or security risks affecting all or a significant portion of the system.
  • High: Major functionality disruption that significantly affects user experience.
  • Medium: Moderate disruption to service or features, but users can still perform basic operations.
  • Low: Minor issues or questions with limited impact.

8. Escalation Process

If you believe that your issue has not been addressed satisfactorily within the promised time frame, you can escalate your case to our management team. You can initiate the escalation by replying to your ticket or contacting our support team via email or phone.

9. Service Level Agreements (SLAs)

We aim to meet the following Service Level Agreements (SLAs) for all critical and high-priority issues:

  • Critical Issues: Response within 1 hour, resolution within 4 hours.
  • High-Priority Issues: Response within 4 hours, resolution within 1 business day.
  • Standard Issues: Response within 1 business day, resolution within 3 business days.

10. Feedback and Continuous Improvement

We value customer feedback and continuously strive to improve our support processes. After your support request is resolved, you may be asked to participate in a short survey to rate the support provided. We encourage you to provide any suggestions for improvement.

11. Third-Party Support

In case your issue involves third-party software or services, we will coordinate with the relevant third-party vendors to ensure a timely resolution, though response times may vary based on their support policies.

12. Exclusions from Support

Our customer support services do not cover:

  • Issues caused by improper use, modifications, or customizations of the product.
  • Third-party integrations are not directly supported by Lilac Infotech.
  • Non-technical issues such as customer-specific training or consultation requests.
  • Issues related to factors outside of our control, such as internet connectivity issues.

13. Service Availability and Maintenance

We strive to ensure the highest level of availability for our services. Scheduled maintenance will be communicated in advance. In the event of unscheduled downtime or service disruptions, our team will work to resolve the issue as quickly as possible.

14. Support for SaaS and Custom Solutions

For customers using SaaS-based or custom-built solutions, dedicated support packages and SLAs may apply. Please contact our sales team for more information on premium support offerings.

15. Contact Us

If you have any questions or need assistance, please reach out to us at:

This Customer Support Policy is subject to change. Any changes will be communicated to customers through the appropriate channels.

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