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Support Policy

SoftPulse Technologies SMC Pvt Ltd
Last Updated: [Insert Date]

At SoftPulse Technologies SMC Pvt Ltd, we are committed to delivering reliable, timely, and effective technical support to ensure seamless use of our software, IT services, and digital solutions for all clients. This Support Policy outlines the types of support we offer, hours of availability, and response expectations.

1. Scope of Support

We provide technical assistance and product support for the following:

• Licensed software products developed and sold by SoftPulse Technologies
  
  

• Software implementation, installation, and updates
  
  

• Integration with third-party systems (when applicable)
  
  

• Troubleshooting system errors or performance issues
  
  

• Cybersecurity solutions and digital forensics software
  
  

• SAP & Oracle enterprise software support
  
  

• AI and news media software platforms
  
  

• User access, configuration, and general usability questions
  
  

2. Support Channels

Clients may reach our support team through any of the following channels:

• Email: support@softpulsetechnologies.com
  
  

• Pakistan Support Line: +92 324 5556656
  
  

• Live Chat: Available on our website during business hours
  
  

• Client Portal: Secure ticketing system for enterprise clients
  
  

3. Support Hours

• Standard Support Hours:
  Monday to Friday: 9:00 AM to 6:00 PM (Pakistan Standard Time)
  
  

• Emergency Support:
  Available 24/7 for critical issues affecting business continuity (priority-based)
  
  

4. Response Time Targets

High

System outages, major failures

Within 2 hours

Medium

Functionality issues, partial service disruption

Within 4–6 hours

Low

General inquiries, minor bugs

Within 24 hours

5. Updates & Maintenance

• Scheduled maintenance or updates will be communicated to clients at least 48 hours in advance.
  
  

• Emergency maintenance may be conducted without prior notice but will be communicated promptly.
  
  

6. Client Responsibilities

To ensure timely and effective support, clients are requested to:

• Provide complete information when submitting a support request
  
  

• Assign an internal contact person to coordinate with our support team
  
  

• Maintain backups where applicable
  
  

• Inform us promptly of any suspected breaches or technical issues
  
  

7. Limitations

This policy does not cover:

• Support for third-party software not sold or integrated by SoftPulse
  
  

• Hardware or networking issues outside the scope of the software
  
  

• On-site support (unless part of the signed service-level agreement)
  
  

8. Refunds & Billing

All support services are subject to our Refund Policy, available on our Legal & Compliance page. Any billing disputes must be reported within 7 business days of the invoice date.

9. Policy Revisions

SoftPulse Technologies reserves the right to update or modify this support policy as needed. Changes will be posted on our official website and communicated to all active clients.

For urgent support, call us directly at +92 324 5556656 or email support@softpulsetechnologies.com. We appreciate your trust in SoftPulse Technologies.