Jyotiba IT Solutions provides support and service assistance based on the product, project, subscription, hosting plan, or support arrangement agreed with the customer.
Our objective is to help customers use their systems reliably, resolve operational issues efficiently, and continue improving the solution as business requirements evolve.
Support Coverage
Depending on the applicable agreement, support may include:
- Application usage assistance
- Functional issue support
- Bug identification and correction
- User access assistance
- Configuration support
- Data-related troubleshooting
- Report or workflow issue investigation
- Integration issue investigation
- Hosting and infrastructure support
- Basic technical guidance
- Deployment assistance
- Minor configuration changes where covered
The exact support scope may differ for DigiMunim, DigiNeo, custom projects, websites, mobile applications, integrations, and other services.
What Is Considered A Support Issue
A support issue generally refers to a situation where an existing agreed feature is not working as intended or a customer requires assistance using an existing function.
Examples include:
- Unable to access the application
- Existing workflow not functioning correctly
- Report showing unexpected results
- Existing integration failure
- Application error
- User or permission issue
- Hosting-related access problem
- Existing feature requiring clarification
What Is Not Normally Included In Standard Support
The following are generally treated as new work or enhancements unless specifically included in the support agreement:
- New modules
- New features
- New reports or dashboards
- Major workflow changes
- New integrations
- New automation requirements
- New mobile functionality
- Business process redesign
- Significant data migration
- Custom development
- Major UI redesign
- Changes caused by third-party platform updates
- Customer-requested changes outside the original scope
Where additional work is required, the effort and commercial impact will be discussed before implementation.
Raising A Support Request
Customers may raise support requests through the agreed communication channel.
A support request should ideally include:
- Company name
- User name
- Application or module
- Description of the issue
- Screenshot or error message where available
- Transaction or reference number where applicable
- Expected result
- Actual result
Providing clear information helps reduce investigation time.
Issue Classification
Critical: A major business function or complete system is unavailable and normal operations cannot continue.
High: An important function is affected, but some business operations can continue.
Normal: A standard issue affecting a limited function or individual user.
Low / Request: General assistance, clarification, minor change, or non-urgent request.
Priority is determined based on business impact rather than only the order in which requests are received.
Response Time
Jyotiba IT Solutions will make reasonable efforts to acknowledge and investigate support requests according to their priority and the applicable support plan.
A response time indicates when investigation begins or communication is provided.
It does not necessarily represent the final resolution time.
Resolution time may depend on:
- Complexity of the issue
- Availability of required information
- Data condition
- Third-party systems
- Infrastructure dependencies
- Customer confirmation
- Testing requirements
- Required code changes
Any guaranteed SLA should apply only where specifically agreed in writing.
Critical Support
Critical incidents affecting major business operations will receive priority attention.
Customers may be asked to provide immediate access, logs, screenshots, transaction details, or other information necessary for investigation.
Where the issue depends on an external service, internet provider, API, government system, payment provider, cloud dependency, or another third party, resolution may also depend on that provider.
DigiMunim Support
DigiMunim support may include assistance with:
- Standard application functionality
- User access
- Standard configuration
- Functional queries
- System errors
- Hosting-related issues
- Standard updates
Requirements outside the standard DigiMunim functionality may require separate evaluation.
DigiNeo Support
DigiNeo support may cover both the core platform and customer-specific implemented functionality according to the agreed support arrangement.
New customizations, workflow changes, new integrations, additional modules, and major enhancements may be handled separately.
Custom Software Support
Custom software support is governed by the respective project or maintenance agreement.
After implementation, support may be provided through:
- Warranty support
- Annual maintenance
- Retainer-based support
- On-demand support
- Enhancement projects
The applicable model should be defined during project closure or commercial discussion.
Project Warranty
Where a project warranty period is included, confirmed defects within the originally approved scope will be corrected according to the agreed warranty terms.
Warranty normally does not cover:
- New requirements
- Scope changes
- Changes made by third parties
- Incorrect usage
- Customer-side infrastructure changes
- External system changes
- Unsupported modifications
- Issues caused by incorrect or incomplete source data
Software Updates
Jyotiba IT Solutions may release updates to improve:
- Security
- Performance
- Stability
- Compatibility
- Usability
- Existing functionality
Updates may be scheduled according to operational requirements.
Major functionality changes or customer-specific enhancements may be treated separately.
Planned Maintenance
Applications or cloud infrastructure may occasionally require maintenance.
Where practical, planned maintenance will be scheduled to minimize business disruption.
Emergency maintenance may be performed when required to protect system security, stability, or data integrity.
Customer Cooperation
Effective support requires cooperation from both parties.
Customers are responsible for:
- Providing accurate issue details
- Providing access where required
- Maintaining authorized user information
- Protecting user credentials
- Following recommended usage processes
- Providing timely feedback
- Validating fixes where required
- Informing Jyotiba IT Solutions about major operational or infrastructure changes that may affect the application
Support Access
Authorized Jyotiba IT Solutions personnel may require temporary or controlled access to applications, logs, databases, or relevant business data for troubleshooting and support.
Such access is limited to the purpose of providing the requested service.
Customer data ownership remains with the customer.
External Services
Some applications may depend on third-party services such as:
- Payment gateways
- Messaging platforms
- Email services
- SMS providers
- AI services
- Government APIs
- Banking integrations
- External software APIs
- Internet or telecom providers
Jyotiba IT Solutions can assist in investigating integration-related issues, but cannot guarantee the availability or performance of external systems.
Changes made by third-party providers may require additional development or configuration.
Support Charges
Support may be provided through:
- Included product support
- Subscription-based support
- Annual maintenance
- Monthly retainers
- Pay-per-request support
- Project-based support
- Separate enhancement quotations
The applicable commercial model will be defined in the customer agreement, proposal, subscription, or support plan.
Additional Work
If a support request requires work outside the agreed scope, Jyotiba IT Solutions will normally inform the customer before proceeding.
Additional work may be estimated separately based on effort, complexity, and technical requirements.
Service Availability
Jyotiba IT Solutions aims to maintain reliable service availability for supported hosted applications.
However, uninterrupted service cannot be guaranteed under all circumstances due to:
- Internet outages
- Hardware failure
- Third-party service disruption
- Emergency security maintenance
- External attacks
- Power or connectivity issues
- Force majeure events
- Dependencies outside our control
Any guaranteed availability commitment should apply only where a formal SLA has been agreed.
Suspension Of Service
Services may be temporarily suspended where necessary due to:
- Non-payment of agreed charges
- Security risk
- Misuse of the system
- Legal requirements
- Infrastructure risk
- Breach of agreed terms
- Activities that may impact other customers or systems
Where practical, customers will be informed before suspension.
Closure Of Support Or Service
When a support arrangement, subscription, or project service ends:
- Active support obligations will end according to the agreement
- Customer data may be made available for export where applicable
- Outstanding payments must be settled
- Hosting may be discontinued according to the agreed notice period
- Data retention and deletion will follow the applicable data policy
Our Support Philosophy
Good support is not only about fixing errors.
It is about helping customers keep their systems useful, stable, and aligned with their business.
Clear Communication → Proper Diagnosis → Practical Resolution → Continuous Improvement
We aim to maintain a long-term working relationship where technology continues to support the business as it evolves.