Service Call Policy

This Service Call Policy outlines how Codeoctet handles service requests, support calls, and technical assistance for our clients.

1. Service Call Coverage

Included Services:

Technical support for delivered projects
Bug fixes and error resolution
Consultation on existing implementations
Guidance on feature usage
Performance troubleshooting

Not Included:

New feature development
Major redesigns or upgrades
Third-party service issues
User training (unless specified in contract)
Issues caused by client modifications

2. Support Hours

Business Hours:

Monday to Friday: 12:00 PM – 8:00 PM
Saturday: 12:00 PM – 8:00 PM
Sunday and Public Holidays: Closed

Emergency Support:

Available for critical issues only
Additional charges may apply
Must be arranged in advance

3. Response Times

Priority Levels:

Critical (P1): Complete system failure – Response within 2 hours
High (P2): Major functionality issue – Response within 4 hours
Medium (P3): Minor issue affecting some users – Response within 24 hours
Low (P4): General inquiry or enhancement – Response within 48 hours

Response times apply during business hours only.

4. Service Call Channels

How to Request Service:

Email: support@codeoctet.com (preferred for non-urgent issues)
Phone: [Your Phone Number] (urgent matters)
Support Portal: [Your Support URL] (ticket system)
WhatsApp/Chat: [Your Number] (quick queries)

Please provide detailed information about the issue for faster resolution.

5. Service Call Charges

Within Warranty/Contract Period:

Free support as per service agreement
Covered issues resolved at no additional cost

Post-Warranty Support:

Hourly rate: [Amount per hour]
Minimum charge: [Minimum hours]
Monthly retainer packages available

Emergency/After-Hours:

1.5x standard rate for after-hours support
2x standard rate for weekend/holiday support

6. Remote vs On-Site Support

Remote Support:

Preferred method for most issues
Faster response and resolution
Secure remote access tools used
No additional charges

On-Site Support:

Available when remote resolution not possible
Scheduled in advance
Travel charges and time billed separately
Minimum 4-hour commitment

7. Service Level Agreement (SLA)

Resolution Timeframes:

Critical issues: 4-8 hours
High priority: 24-48 hours
Medium priority: 3-5 business days
Low priority: 5-7 business days

Actual resolution time depends on issue complexity.

8. Client Responsibilities

To ensure efficient service:

Provide clear description of the issue
Grant necessary access credentials
Be available for clarifications
Test solutions and provide feedback
Report issues promptly
Maintain backups of critical data

9. Warranty Period

Standard Warranty:

30 days post-project delivery for bug fixes
Covers defects in delivered work
Does not cover new features or enhancements
Extended warranty available for purchase

10. Maintenance Packages

Available Plans:

Basic: Monthly health checks, security updates
Standard: Priority support, performance optimization
Premium: 24/7 support, unlimited service calls

11. Escalation Process

If issue not resolved:

Contact assigned project manager
Escalate to technical lead
Request management review
Formal complaint procedure

12. Service Limitations

We cannot provide support for:

Issues caused by third-party modifications
Problems with external services or APIs
Client-side infrastructure failures
Issues outside our contracted scope
Requests made by unauthorized personnel

13. Service Call Documentation

We maintain records of:

All service requests and tickets
Resolution steps and outcomes
Time spent on each issue
Communication history
Access logs and changes made

14. Feedback and Quality Assurance

After each service call:

Client satisfaction survey sent
Service quality reviewed internally
Continuous improvement implemented
Feedback used to enhance support

15. Cancellation Policy

For Scheduled Service Calls:

Cancel 24 hours in advance for no charge
Less than 24 hours: 50% of scheduled fee
No-show: Full charge applies

16. Service Suspension

Codeoctet reserves the right to suspend service for:

Non-payment of invoices
Abusive or disrespectful behavior
Violation of service terms
Security concerns

17. Updates to This Policy

This policy may be updated periodically. Clients will be notified of significant changes via email or service portal.

Contact Us

For Service Calls:

Support Email: Info@codeoctet.com
Phone: [+92 349 4419169]
Emergency: [+92 332 4404678]
Address: [126 P MM Alam Road Gulberg 2 Lahore]

Business Hours: Monday-Saturday, 12:00 PM – 8:00 PM