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Support

1. Overview

At Dilmith Technology (Pvt) Ltd., we are committed to providing our customers with exceptional support and service for all our products and services. This Support Policy outlines our approach to handling customer inquiries, technical issues, service requests, and product-related assistance. Our goal is to ensure that all customers receive timely, professional, and efficient support.

2. Scope of Support Services

Dilmith Technology (Pvt) Ltd. offers the following support services:

  • Product Support: Assistance with installation, configuration, troubleshooting, and usage of our products.
  • Technical Support: Help with software, hardware, or IT infrastructure-related issues.
  • Customer Service: General inquiries regarding orders, billing, account management, and service inquiries.
  • Maintenance & Updates: Information on software or hardware updates, patches, or maintenance schedules for purchased products or services.
  • Consultation & Advisory: Support for project consultations, advice on technology solutions, and optimization strategies.

3. Support Channels

We offer multiple support channels for our customers to ensure a smooth and accessible service experience:

  • Phone Support: Customers can reach our support team via phone at [Insert Phone Number] during business hours (Monday to Friday, 9:00 AM to 6:00 PM, Sri Lanka Standard Time).
  • Email Support: For non-urgent requests, customers can send an email to [Insert Email Address]. We aim to respond within [Insert Number of Hours] hours.

Resolution times vary depending on the complexity of the issue. We will provide an estimated resolution time once the issue has been assessed.

4. Support Hours

Our standard support hours are:

  • Monday to Friday: 9:00 AM – 6:00 PM (Sri Lanka Standard Time)
  • Saturday, Sunday, and Public Holidays: Closed (Emergency support is available for critical issues; additional charges may apply).

Note: Support outside of regular hours may incur additional fees, and customers should contact us for availability.

5. Support Limitations

While we strive to provide comprehensive support, there are certain limitations to our services:

  • Third-Party Products: We are not responsible for support related to third-party software or hardware products, though we may assist with general troubleshooting where possible.
  • Customization or Development: Support for custom development or modifications made by third parties will be limited.
  • Customer Environment: We are not responsible for issues arising from customer-owned infrastructure or environments, including internet connectivity, electrical failures, or hardware malfunctions unrelated to our products.
  • Abuse and Misuse: Support will not be provided for issues caused by misuse, unauthorized modifications, or illegal activity.

6. Fees for Support

While general customer inquiries and standard technical support are free of charge, the following services may incur additional fees:

  • Emergency Support: Support outside of regular business hours may be subject to emergency charges.
  • On-Site Support: On-site visits for troubleshooting or installations may incur travel and service charges.
  • Consulting Services: For extended consulting services, a separate agreement will be provided with detailed fees and terms.
  • Customization and Development: Charges will apply for custom development work or significant alterations to standard products or services.

7. Customer Responsibilities

To ensure a smooth support process, we ask that customers:

  • Provide accurate and complete information when reporting an issue, including system details, error messages, and a description of the problem.
  • Follow troubleshooting steps or instructions provided by the support team.
  • Ensure that their systems, networks, and equipment meet the technical requirements for the products and services they are using.
  • Keep all software and hardware systems up to date as per product guidelines.

8. Feedback and Continuous Improvement

We welcome feedback from our customers to improve the quality of our products and services. After resolving a support request, customers may receive a feedback survey, and we encourage them to share their thoughts on the support experience.

9. Contact Information

For any support-related inquiries or assistance, please contact us at:

Dilmith Technology (Pvt) Ltd. is dedicated to ensuring your satisfaction with our products and services. Thank you for choosing us as your technology partner.