""Our Support Commitment""

1. Coverage

Our support covers all software, systems, and deliverables developed or deployed by Arvixi Private Ltd under an active service agreement. This includes bug identification and resolution, configuration assistance, deployment guidance, and general usage queries related to your solution.

Support is available for all deliverables within 24 months of their initial release date. After that window, continued support may be arranged under a dedicated maintenance retainer. Active subscription-based products receive ongoing support for as long as the subscription is in force.

Coverage includes: verified bugs in delivered software, assistance with configurations performed by Arvixi, guidance on features documented in your handover materials, and general how-to questions answered via our ticketing system.

2. Support Channels

We offer multiple channels to suit the urgency and nature of your request. For non-urgent queries and documentation requests, email is our preferred channel. For live discussions, we offer scheduled video calls through our project management portal.

• Email Support: support@arvixi.com — all plans, primary channel
• Ticket Portal: Available to Pro and Enterprise clients via the client dashboard
• Scheduled Video Calls: Available upon request for Pro and Enterprise plans
• Emergency Escalation: Enterprise clients only — direct line via private Slack channel

All support interactions are logged and trackable through your assigned ticket number. We recommend including your project name, ticket number (if following up), and any relevant screenshots or error logs in every communication.

3. Response Time SLA

Our service level agreements define the maximum time you should wait for an initial response from our team. Response times are measured from the moment a ticket is received during business hours (Monday – Friday, 09:00–18:00 PKT). Tickets received outside business hours are treated as received at the start of the next business day.

Resolution targets are indicative and depend on the complexity of the issue. Critical production outages are escalated immediately regardless of plan tier.

4. Out-of-Scope Items

While we strive to be as helpful as possible, certain requests fall outside the scope of our standard support agreement. The following are not covered under standard support and require a separate project or retainer arrangement:

• New feature development or scope changes beyond the original brief
• Support for third-party tools, plugins, or services not delivered by Arvixi
• Issues arising from changes made by the client or a third party after handover
• Performance issues caused by client-side infrastructure or hosting changes
• Support for software beyond its 24-month post-delivery window (without a retainer)
• Data recovery from client-managed databases

If your request falls into one of these categories, our team will advise you and provide a quote for the additional work within 2 business days.

5. Escalation Process

If you feel your issue is not being resolved in a timely manner, or if the nature of your issue demands immediate attention, our escalation process ensures your concern reaches the right person quickly.

To escalate a ticket, reply to your existing support thread with the word ESCALATE in the subject line, or email info@arvixi.com referencing your ticket number. A senior engineer or account manager will be assigned to your case within 2 business hours.

Enterprise clients may also contact their dedicated account manager directly through the private Slack channel established at project kick-off. Critical production incidents are always handled as top priority, regardless of plan tier.