Help & Support Policy
Help and Support Policy
Effective Date: 26 October, 2021
Last Updated: 30 May, 2025
At Solutóre, we are committed to providing timely and efficient support to our clients. This Help and Support Policy outlines the terms and expectations regarding the support services we offer.
1. Support Channels
You can reach our support team through the following channels:
- Email: [email protected]
- Support Portal: https://support.solutore.com
We recommend using our support portal for quicker tracking and resolution of issues.
2. Turnaround Time (TAT)
We aim to respond to all support queries within **48 hours** of receipt.
- Support Hours: Monday to Friday, 10:00 AM to 6:00 PM IST
- Non-Working Days: Saturdays, Sundays, and public holidays
Requests received outside of our support hours will be attended to on the next business day.
3. Scope of Support
Our support services cover:
- Technical issues related to services provided by Solutóre
- Guidance on service usage
- Bug reports and troubleshooting
- General inquiries about features and policies
Support does not include:
- Training or detailed walkthroughs
- Issues caused by third-party software or services
- Custom feature development or consultation outside the agreed scope
4. Escalation Policy
If you do not receive a response within the stated turnaround time or are not satisfied with the resolution, you may escalate the issue by replying to the original support ticket or sending an email with the subject line “Escalation Request” to [email protected].
5. Policy Updates
We may update this Help and Support Policy from time to time. Any changes will be posted on this page with an updated effective date.
6. Modifications to the Services
We reserve the right to modify or discontinue our Services at any time without notice. We are not liable to you or any third party for any modification, suspension, or discontinuation.
7. Contact Us
For questions about this policy or additional support information, please reach out to:
- Email: [email protected]
- Website: https://solutore.com
- Support Portal: https://support.solutore.com/