Service Policy

1.1 Online Support: Service Provider shall provide online support via email at support@doctopath.com and phone at +91 97244 11572 during regular business hours.

1.2 Offline Support: Service Provider shall provide onsite support for critical issues or as agreed upon between the parties. Onsite support may incur additional charges as per the service agreement.

Support services shall be available during regular business hours from 10 AM IST to 7 PM IST on weekdays (Monday to Friday), excluding weekends (Saturday and Sunday), and public holidays observed in India.

Service Provider shall prioritize support requests based on the severity of the issue as follows:

• High Priority: Issues impacting critical business operations or resulting in significant financial loss. Service Provider shall aim to resolve high priority issues within 1 working day.
• Medium Priority: Issues causing disruption to business operations but not critical to business continuity. Service Provider shall aim to resolve medium priority issues within 2–3 working days.
• Low Priority: Minor issues or feature requests with no immediate impact on business operations. Service Provider shall aim to resolve low priority issues within 1 week.

4.1 In the event that a support request is not resolved within the specified timeframe or if the client believes that the severity level of the issue has been underestimated, the client may escalate the issue to the designated escalation contact at Service Provider.

4.2 Service Provider shall promptly review escalated issues and take appropriate action to expedite resolution as necessary.

Service Provider shall not be responsible for providing support for issues arising from:

• Unauthorized modifications or alterations to the software by the client or third parties.
• Use of the software in a manner inconsistent with the provided documentation or intended purpose.
• Force majeure events or circumstances beyond the reasonable control of Service Provider.

Service Provider shall periodically release updates and patches to the software to address bugs, security vulnerabilities, and performance improvements. These updates shall be provided to the client as part of the ongoing support and maintenance services.

Service Provider shall maintain regular communication with the client regarding the status of support requests, updates on issue resolution, and any other relevant information.

The terms and conditions outlined in this Service Policy shall be read in conjunction with the Service Agreement between the parties. In the event of any inconsistencies or conflicts, the terms of the Service Agreement shall prevail.