Service Level & Support Policy

This policy applies where you hold a current support or retainer agreement with us. Without one, we will still help — but on a best-effort basis and at our standard hourly rate, with no committed response time.

Raise a ticket in the client portal at partner.relicsoft.in. It timestamps the report, routes it to the right application, and gives you a reference you can quote. That timestamp is what the response clock runs from.

Email support@relicsoft.in works too and creates the same ticket. For a Critical incident outside business hours, use the phone number on your support agreement — a critical issue reported only by email at 2am is still logged, but a phone call wakes someone.

You choose the severity when you raise the ticket. We will tell you if we think it is wrong, and why — but we do not quietly downgrade it.

Response time means a human has read it, assessed it and told you what is happening. It is not a resolution time: an honest fix estimate is worth more than a number invented to fit a table.

We target 99.9% monthly availability for production systems we host — about 45 minutes of unplanned downtime a month. Planned maintenance is announced at least 48 hours ahead, scheduled in your quietest window, and does not count against it.

Outages caused by a third party we depend on — your hosting provider, a payment gateway, a messaging platform — are excluded from the figure, because we cannot fix what we cannot reach. We will still work the incident, tell you what is happening, and chase the provider.

If we miss the target in a month, you get a credit of 10% of that month's support fee for the first breach and 25% for a second within six months. Ask for it — email accounts@relicsoft.in within 30 days of the month in question.

Production systems are monitored continuously and alert us directly. For most outages we know before you do, and the first message you get from us is that we are already working on it.

• New features and changes to agreed scope — those are quoted separately.
• Faults caused by changes someone else made to a system we do not control.
• Third-party services you contract directly and we merely connect to.
• Data loss caused by a deletion you made deliberately, beyond restoring from the most recent backup.
• Training beyond the handover included in the original engagement.