Support Policy

Rushda Soft is committed to providing our clients with reliable, efficient, and timely support. This Support Policy outlines the types of support we offer, availability, and conditions of service.

1. Types of Support

We provide the following types of support:

• Technical Support: Resolving issues related to software, websites, or applications.
• User Assistance: Training, guidance, and documentation for system usage.
• Maintenance Support: Bug fixes, updates, and system improvements.
• Hosting & Server Support: Resolving domain, hosting, and server-related issues.

2. Support Availability

• Working Hours: Sunday to Thursday, 10:00 AM – 7:00 PM (Bangladesh Standard Time).
• Emergency issues (Critical Issues) may be handled 24/7 under a prior agreement.

3. Support Channels

You can request support through:

• 📧 Email: support@rushdasoft.com
• 📞 Phone: +880-1991997851-60
• 💬 Live Chat: Available on our website.
• 📝 Ticket System: Submit a support ticket to track your request.

4. Response Time

• Critical Issues: Within 4 hours.
• High Priority Issues: Within 8 hours.
• Normal Priority Issues: Within 24 hours.

5. Support Limitations

We do not provide support for the following (unless covered by a separate agreement):

• Third-party software, plugins, or tools.
• Customization or development of new features (handled under a separate development contract).
• Products or services outside the agreed contract.

6. Support Fees

• Initial support is included in the agreed service package.
• Additional support after the contract period will be charged as per our rates.

7. Client Responsibilities

To ensure smooth support service, the client must:

• Provide necessary information, access, and documentation.
• Clearly describe the issue and provide screenshots or videos when possible.

8. Policy Changes

Rushda Soft reserves the right to update this Support Policy at any time. Changes will be posted on our website.