Support Policy
Overview
Zappsoft is committed to providing responsive, reliable, and effective support for all our cloud-based services. Our Support Policy outlines the levels of support available and how we handle inquiries, incidents, and escalations.
Support Availability
- Standard Support: Monday to Friday, 9:00 AM – 6:00 PM (local time)
- Priority Support: 24/7 coverage for enterprise customers and AWS Marketplace clients
Support Channels
You can reach our support team through the following methods:
- Contact Form: Available on our website’s Contact page
- Ticket System: For registered clients through our support portal
Response Times
- Critical Issues (Service Down): Within 1 hour
- High Priority (Performance Impact): Within 4 hours
- General Queries: Within 24 hours
Exclusions
Support does not include third-party software issues, hardware problems, or custom code modifications unless explicitly covered in a service agreement.
Escalation Procedure
If your issue remains unresolved, it will be escalated to a senior engineer or service manager for further review and resolution.
Feedback
We value customer feedback and continually enhance our support processes based on client input.