Support Policy
At hexbee, we take pride in the quality of our software development and the satisfaction of
our clients. To ensure that our clients receive the best support possible, we offer the
following support policy:
- Support hours: Our support team is available from Monday to Friday, 9:00
AM to 5:00 PM IST, excluding public holidays.
- Support channels: Clients can reach out to us through email, phone, or
our online support system. We will respond to all support requests within one
business day.
- Types of support: We provide support for bug fixes and troubleshooting of
issues related to the software we have developed for you. This includes
assistance with installation, configuration, and usage of the software. We do
not provide support for issues related to third-party software or hardware, or
for customization or enhancements beyond the scope of the original project.
- Support duration: We offer one year of support for all applications made
by us, starting from the date of delivery. After the initial one-year period,
clients can opt for extended support at an additional cost.
- Response time: Our team strives to respond to all support requests within
one business day. However, response times may vary depending on the complexity
of the issue and the number of support requests received.
- Escalation process: If a support issue is not resolved within a
reasonable time frame, clients can escalate the issue to our management team.
Our management team will work closely with the client to resolve the issue as
quickly as possible.
- Maintenance releases: We periodically release maintenance updates for our
software to address any known issues and improve the overall performance of the
application. Clients are encouraged to install these updates to ensure that
their software is up-to-date and functioning optimally.
- End of life: We will provide support for our software for one year after
its end-of-life date. After this period, we cannot guarantee the availability of
support for the software.
We believe that our support policy reflects our commitment to delivering high-quality
software and exceptional customer service. If you have any questions or concerns about
our support policy, please don't hesitate to reach out to us.
