Support Policy
Effective Date: 2023
TekVent is committed to delivering reliable, responsive support to ensure the success of your projects and ongoing satisfaction.
1. Support Coverage
Our support covers:
Bug fixes for delivered software
Technical issues related to hosting or platform integration (if managed by TekVent)
Minor content updates and consultation (within the scope of a maintenance plan)
2. Support Channels
Support can be accessed via:
Email: support@tekvent.com
Helpdesk portal: https://tekvent.com/contact/
3. Response Time
| Priority | Description | Initial Response Time |
|---|---|---|
| High | System down / critical issue | Within 4 business hrs |
| Medium | Performance issues / bugs | Within 1 business day |
| Low | Minor changes / requests | Within 2 business days |
4. Hours of Operation
Support is available:
Monday to Friday: 9:00 AM – 6:00 PM (Your local time)
Excluding Public Holidays
5. Exclusions
The following are not covered under standard support:
Third-party software issues
Major feature additions or redesigns
Expired or unpaid service agreements
6. Extended Support & SLAs
Clients with active maintenance or SLA contracts may receive 24/7 support, faster resolution times, and priority handling.
7. Escalation Process
If an issue is not resolved within the agreed timeframe, clients may escalate the matter by emailing: support@tekvent.com.