SUPPORT POLICY

At Exicube App Solutions (OPC) Private Limited, we are committed to providing excellent support for our products and services. Please read this Support Policy carefully to understand our guidelines.

 

1. Support Coverage:

 

   1.1 Base Support Service:

 

   Our products come with a base support service of 1 month from the date of purchase. During this period, we offer technical assistance, bug fixes, and general guidance to ensure a smooth experience with our products. Technical issues will be addressed during this free support period, while user-level support and training are the responsibility of the client.

 

   1.2 Monthly Support Packages:

 

   For extended support beyond the initial month, we offer paid monthly support packages. These packages provide ongoing assistance, priority access to our support team, and additional features based on the chosen plan. The terms of the monthly support packages will be decided on a case-by-case basis, mutually agreed upon by both parties.

 

   1.3 One-Time Support Assistance:

 

   In addition to the base support service and monthly packages, we offer one-time support assistance for customers who are not subscribed to any monthly plans. This paid support option allows you to receive dedicated assistance for specific issues or customization requirements. Please note that one-time support assistance is available at an additional cost.

 

2. Support Channels:

 

   2.1 Email Support:

 

   Our primary support channel is email. You can reach out to us at support@exicube.com to raise your support requests, report issues, or seek guidance. Our support team will respond to your inquiries as promptly as possible.

 

   2.2 Website Chat Support:

 

   We also provide website chat support through our website at https://exicube.com. You can chat with our support team in real-time to get immediate assistance or ask quick questions.

 

3. Support Hours:

 

   Our support team is available during our business hours from Monday to Friday, 9 am to 6 pm (India Standard Time). We aim to respond to all support inquiries within 24 hours, excluding weekends and public holidays.

 

4. Third-Party Services:

 

   Our products and services may rely on various third-party services. While we strive to provide seamless integration, we cannot be held liable for any delays or issues caused by problems with third-party services.

 

5. Additional Services:

 

   5.1 Customizations and Enhancements:

 

   If you require customizations or enhancements to our products, we offer additional services. The terms and support for customization contracts will be decided separately on a case-by-case basis.

 

   5.2 Training and Consultation:

 

   Training and consultation services are not offered. User training and support for any customization contract are the responsibility of the client.

 

6. Updates and Announcements:

 

   We are dedicated to continuously improving our products and providing regular updates. Software updates will be free for 1 year from the date of purchase, but hiring us for an update on the client's App and backend will bear a cost, which will be decided on a case-by-case basis.

 

7. Customization by External Parties:

 

   Clients who are not subscribed to our support plans have the freedom to customize the software as per their requirements. We will not provide support for code not customized by our team.

 

8. Limitations and Exclusions:

 

   Please note that our support services do not cover issues arising from:

 

   - Improper use or modification of the software by the client (Elaborated below)

   - Incompatibility with third-party software or services not explicitly mentioned in our product documentation

   - Acts of nature, accidents, or other circumstances beyond our control

 

   *Elaboration on "Improper Use":* Improper use includes but is not limited to the use of the software in a manner inconsistent with its intended purpose, unauthorized modifications, or failure to adhere to provided guidelines and documentation.

 

9. Changes to the Support Policy:

 

   We reserve the right to modify or update this Support Policy at any time. Any changes will be effective immediately upon posting on our website. Please review this policy periodically for any updates. Your continued use of our products and services after any modifications to this policy constitutes your acceptance of the changes.

 

10. Management of User Expectations:

 

   We may occasionally update this Support Policy to reflect changes such as policy updates, pricing changes, or other modifications deemed necessary for the improvement of our services. These changes will be communicated to users through email notifications or on our website.

 

11. Contact Information:

 

   For any support-related inquiries or assistance, you can also contact us through the website chat feature available on our website at https://exicube.com. Alternatively, you can reach our support team at support@exicube.com.

 

Please remember that this Support Policy applies specifically to the products and services purchased directly from our website and may not be applicable to products purchased through third-party source code marketplaces.

 

We appreciate your trust in Exicube App Solutions (OPC) Private Limited and assure you of our dedicated support to ensure your satisfaction with our products and services.

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Last Updated: 16th Jan 2024