Support Policy - IT Savvy

Effective Date: [Insert Effective Date]

Thank you for choosing itsavvy.in by Avax Digital Solutions. We are committed to providing quality support to ensure you have the best experience with our products and services, including digital courses, web design services, hosting, premium themes, plugins, and gadgets. This Support Policy outlines the support we offer and sets expectations for response times, scope of support, and limitations.

1. Support Hours

Our support team is available during the following hours:

Support Hours: Monday to Friday, 9:00 AM to 6:00 PM (IST).
Support Channels: Support is available via email at info@itsavvy.in and through the contact form on our website.
Response Time: We aim to respond to all inquiries within 24-48 hours during support hours. Response times may vary based on the complexity of the issue.

2. Scope of Support

a. Digital Products (Courses, Premium Themes, Plugins)

Installation Assistance: We provide guidance on installation and setup for courses, themes, and plugins purchased through our platform.
Basic Troubleshooting: Assistance with common issues, compatibility, and errors related to our digital products.
Updates: For premium products, updates are available according to the terms provided at the time of purchase.
Customization and Development Support: Customizations, code modifications, and third-party integrations are not covered under standard support but can be addressed through our development services at an additional cost.

b. Web Design and Development Services

Project Consultation: Initial consultation to discuss project requirements and expectations.
Project Support: Support during the active phases of the web design or development project, including progress updates and implementation feedback.
Post-Delivery Support: After project completion, we offer a complimentary support period (typically 14 days) to address any issues directly related to the deliverables. Additional support beyond this period may require a maintenance plan.

c. Hosting Services

Setup and Configuration: Assistance with initial setup and configuration for hosting services.
Technical Issues: Resolution of hosting-related technical issues such as server downtime and connectivity issues.
Account Management: Guidance on using the hosting dashboard and managing your account.
Website Content Issues: Support does not include assistance with site-specific content, third-party services, or software that is not provided by itsavvy.in.

d. Physical Products (Laptops and Gadgets)

Product Information and Pre-Sales Queries: Guidance on product specifications, features, and purchasing.
Warranty Support: Support for warranty-related issues is offered per the manufacturer’s or seller’s terms.
Return Assistance: Assistance with product returns or exchanges is available in accordance with our Return Policy.

3. Limitations of Support

Third-Party Products: We do not provide support for third-party products or services not purchased directly from itsavvy.in.
Customization and Development: Custom code modifications, additional features, or third-party integrations fall outside standard support but may be requested as a paid service.
Non-Business Hours: Requests made outside our business hours will be attended to on the following business day.

4. Support Process

Submit a Request: Send your support request to info@itsavvy.in with a clear description of the issue, relevant order details, and any supporting information.
Troubleshooting and Resolution: Our team will investigate the issue and may request further information. We’ll guide you through troubleshooting steps or provide a resolution as appropriate.
Escalation: For complex issues, we may escalate the matter to our technical team or recommend a suitable paid solution if the issue falls outside standard support.

5. Support Fees

Standard Support: Basic support for purchased products and services is provided at no additional cost.
Premium Support: For advanced troubleshooting, customizations, or extended post-project support, premium support services may be available at an hourly rate.
Maintenance Plans: For ongoing maintenance of websites or hosting services, we offer optional maintenance plans. Please contact us for more details.

6. Customer Responsibilities

Accurate Information: Provide accurate details when submitting a support request to facilitate prompt assistance.
Timely Communication: Respond to any follow-up questions from our support team to help resolve issues quickly.
Secure Access: If access to your account or website is needed, please provide secure credentials through approved channels.

7. Changes to This Support Policy

We may update this Support Policy to reflect changes in our services or support practices. The updated policy will be posted on this page with an “Effective Date.”

8. Contact Us

For any questions or support requests, please reach out to us at:

itsavvy.in
Owned by Avax Digital Solutions
Park Grandeura, Sector 82, Faridabad, Haryana, 121002
Phone: 9953113366
Email: info@itsavvy.in

Thank you for choosing itsavvy.in. We are dedicated to helping you get the most out of our products and services.