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SUPPORT POLICY

At Exicube App Solutions (OPC) Private Limited, we are committed to providing excellent support for our products and services. Please read this Support Policy carefully to understand our guidelines.

1. Support Coverage:

1.1 Base Support Service:


Our products come with a base support service of 1 month from the date of purchase. During this period, we offer technical assistance, bug fixes, and general guidance to ensure a smooth experience with our products.

1.2 Monthly Support Packages:


For extended support beyond the initial month, we offer paid monthly support packages. These packages provide ongoing assistance, priority access to our support team and additional features based on the chosen plan.

1.3 One-Time Support Assistance:


In addition to the base support service and monthly packages, we also offer one-time support assistance for customers who are not subscribed to any monthly plans. This paid support option allows you to receive dedicated assistance for specific issues or customisation requirements. Please note that one-time support assistance is available at an additional cost.

2. Support Channels:

2.1 Email Support:


Our primary support channel is email. You can reach out to us at support@exicube.com to raise your support requests, report issues, or seek guidance. Our support team will respond to your inquiries as promptly as possible.

2.2 Website Chat Support:


We also provide website chat support through our website at https://exicube.com. You can chat with our support team in real-time to get immediate assistance or ask quick questions.

3. Support Hours:

Our support team is available during our business hours from Monday to Friday, 9 am to 6 pm (India Standard Time). We aim to respond to all support inquiries within 24 hours, excluding weekends and public holidays.

4. Third-Party Services:

Our products and services may rely on various third-party services, such as Google Cloud, Firebase, and other Apple and Google services. While we strive to provide seamless integration with these services, we cannot be held liable for any delays or issues caused by problems with third-party services. In such cases, we will work closely with the respective service providers to resolve the issues and minimise any impact on your experience. We appreciate your understanding and patience during such situations.

5. Additional Services:

5.1 Customisations and Enhancements:


If you require customisations or enhancements to our products, we offer additional services to cater to your specific needs. Our team of experts can assist you in tailoring our products to meet your unique requirements. Please note that these additional services are paid, and the pricing will be quoted based on the scope of work.

5.2 Training and Consultation:


We also provide training and consultation services to help you make the most of our products. Whether you need assistance with product setup, configuration, or advanced usage, our team is here to support you. These services are available at an additional cost.

6. Updates and Announcements:

We are dedicated to continuously improving our products and providing regular updates to enhance their functionality, address any reported bugs, and ensure security. You will receive notifications about product updates and announcements via email. These updates may include bug fixes, feature enhancements, performance optimisations, and security patches.

7. Update Installation:

We offer paid update installation services. When updates are released, client may book our paid services. Our support team will handle the installation process and new version release to ensure a seamless transition to the latest version.

8. Customisation by External Parties:

Clients who are not subscribed to our support plans have the freedom to customise the software as per their requirements with the help of their in-house developers or freelancers. However, please note that we will not be able to provide support for code that has not been customised by our team. We recommend seeking professional assistance to ensure the smooth functioning and compatibility of customisations made by external parties.

 

9. Limitations and Exclusions:

Please note that our support services do not cover issues arising from:

  • Improper use or modification of the software by the client

  • Incompatibility with third-party software or services not explicitly mentioned in our product documentation

  • Acts of nature, accidents, or other circumstances beyond our control

10. Changes to the Support Policy:

We reserve the right to modify or update this Support Policy at any time. Any changes will be effective immediately upon posting on our website. Please review this policy periodically for any updates. Your continued use of our products and services after any modifications to this policy constitutes your acceptance of the changes.

11. Contact Information:

For any support-related inquiries or assistance, you can also contact us through the website chat feature available on our website at https://exicube.com. Alternatively, you can reach our support team at support@exicube.com.

Please remember that this Support Policy applies specifically to the products and services purchased directly from our website and may not be applicable to products purchased through third-party source code marketplaces.

We appreciate your trust in Exicube App Solutions (OPC) Private Limited and assure you of our dedicated support to ensure your satisfaction with our products and services.

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