Support Policy Page

Support Policy

Effective Date: March 8, 2023

At Helplink Infotech, we are committed to providing exceptional customer service and ensuring your experience with our products and services is smooth and efficient. This Support Policy outlines the various support services we offer and our approach to customer assistance. By using our services, you agree to the terms outlined in this policy.

1. Support Scope

We provide technical and customer support for all products and services purchased through Helplink Infotech. This support includes, but is not limited to:

• Technical Assistance: Troubleshooting, diagnostics, and resolving product-related issues.

• Product Support: Guidance on product usage, installation, configuration, and upgrades.

• Account Assistance: Help with account setup, registration, password resets, and access issues.

• General Queries: Addressing general inquiries regarding our services, products, and policies.

Support services are available through email, phone, and live chat, depending on the nature of your inquiry.

2. Support Hours

• Business Hours: Our standard support hours are Monday to Friday, from 9:00 AM to 6:00 PM (IST).

• Weekends & Holidays: Support services are not available on weekends or public holidays. However, emergency support may be provided based on availability.

3. How to Contact Support

You can reach our support team through the following channels:

• Email Support: Send an email to helplinkinfotech@gmail.com for general support inquiries.

• Phone Support: Call us at +91 9918873344 for urgent issues or assistance.

• Live Chat: Available on our website during business hours.

For the fastest resolution, please provide clear and detailed information regarding your issue, including relevant product details or order numbers.

4. Response Time

• Email Support: We aim to respond to all emails within 24-48 hours during business days.

• Phone & Live Chat Support: For immediate assistance, we strive to address all phone and live chat queries within 15-30 minutes during business hours.

Please note that response times may vary based on the complexity of the issue or volume of requests.

5. Types of Support We Provide

We offer several types of support to ensure your needs are met:

• Product Troubleshooting: Assistance with diagnosing and resolving product-related issues.

• Installation & Configuration: Support for setting up and configuring products for optimal use.

• Software Updates & Patches: Guidance on keeping your product up-to-date with the latest software versions.

• Warranty & Repairs: For products covered under warranty, we offer repair and replacement assistance.

• Billing & Account Management: Support with billing inquiries, payment issues, account-related questions, and subscription management.

6. Customer Responsibility

While we strive to provide comprehensive support, certain issues may require additional information or actions from the customer. We ask that you:

• Provide Relevant Information: Include relevant order numbers, product details, error messages, and other pertinent information when contacting support.

• Follow Instructions: Adhere to any troubleshooting or product setup instructions provided by our support team.

• Maintain Contact: In case the issue requires further investigation, be available for follow-up communication.

7. Exclusions from Support

We are unable to provide support for the following:

• Third-party Software & Services: We do not offer support for third-party products, services, or content not provided by Helplink Infotech.

• User-Induced Errors: Issues resulting from improper use, misuse, or unauthorized modifications of products.

• Non-Helplink Infotech Products: Support is not provided for products not purchased from Helplink Infotech.

If your issue falls outside the scope of our support policy, we will do our best to direct you to the appropriate resources.

8. Emergency or Urgent Support

If you require urgent assistance outside of our regular business hours, you can contact us via email or phone for priority support, based on availability. However, please note that emergency support may incur additional charges.

9. Support for Warranty & Repairs

We offer support for products covered under warranty, including repairs or replacements if the product is defective or damaged under normal usage. Please refer to our Warranty Policy for specific details on the warranty coverage and process.

10. Customer Satisfaction

Your satisfaction is important to us. If you are not satisfied with the resolution provided, you can request escalation to a senior support representative. We aim to resolve all issues promptly and efficiently.

11. Feedback and Improvement

We value customer feedback and continuously strive to improve our support services. After receiving support, we encourage you to share your experience to help us enhance our service quality.

12. Contact Us

For all support inquiries, please reach out to our support team:

• Email: helplinkinfotech@gmail.com

• Phone: +91 9918873344

• Website: Contact Us

By using the Helplink Infotech website and services, you agree to our Support Policy and the terms set forth. We are here to help and ensure you have a smooth and positive experience with our products and services.

This Support Policy provides clear guidelines for customer service and expectations, ensuring that users know how to contact support, what to expect in terms of response times, and the scope of services offered.