Support Policy
Excellence Integrity Reliability
Scope of Support
Rancard Solutions provides support for licensed users of our products. Support covers assistance with product installation, configuration, and troubleshooting.
Support Hours
Our standard support hours are [Monday to Friday, 08:00 AM to 7:00 PM, GMT+0]. Emergency support may be available outside regular hours for critical issues on a case-by-case basis.
Supported Versions
Support is provided for the current release and one major version prior
Resolution Timeframe
We aim to resolve issues promptly and will provide regular updates on the status of ongoing support cases.
Information Required for Support
Users seeking assistance should provide detailed information about the issue, including error messages and steps to reproduce.
Escalation Process
If an issue cannot be resolved through regular support channels, escalation options are available upon request
Remote Assistance
With user consent, our support team may request remote access to facilitate troubleshooting and issue resolution
Training and Documentation
Users are encouraged to refer to our Help Center for self-help resources, guides, and documentation.
Feedback and Improvement
We value user feedback to enhance our products and support services. Users can submit feedback through our [Feedback Form](link-to-feedback-form).
Limitations of Support
Support does not cover customizations, third-party integrations, or issues arising from non-compliance with system requirements.
Confidentiality
All support interactions and information shared will be treated confidentially.
Supported Versions
Support is provided for the current release and one major version prior
Policy Updates
This support policy may be updated periodically. Users will be notified of any changes in advance.
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