YSS SUPPORT SOP
Annual Maintenance Contract / Support Services
Yadav Software Solutions | Effective:
SUPPORT HOURS & RESPONSE TIME
Support Hours
10 AM – 7 PM
Monday to Saturday
Response Time
Within 15 Minutes
For urgent issues
Resolution Time
2–24 Hours
Based on complexity
SERVICES INCLUDED
- Bug Fixes: Fixing errors, glitches, and technical issues in the system
- Uptime Monitoring: 24/7 monitoring of server and application uptime
- Security Patches: Regular security updates and vulnerability fixes
- Backup Services: Regular automated backups (frequency based on plan)
- Performance Optimization: Speed improvements and optimization (Premium plan)
- Version Updates: Minor updates and compatibility fixes
- Technical Support: Email, WhatsApp, and phone support (based on plan)
SERVICES NOT INCLUDED
- New Development: Adding new features, modules, or functionality
- UI Redesign: Complete design changes or major UI modifications
- Feature Additions: New features beyond the original scope
- Content Updates: Regular content changes or data entry
- Third-party Services: Costs for paid third-party tools or services
- Server/Hosting Costs: Monthly hosting or cloud infrastructure charges
SUPPORT CHANNELS
+91 98768 39965
Quick response for urgent issues
support@yadavsoftwaresolutions.com
For detailed technical issues
Ticket Form
Via Website
Trackable support tickets
SUPPORT TIERS
| Feature | Basic | Standard | Premium |
|---|---|---|---|
| Response Time | 24 hours | 4 hours | 15 minutes |
| Support Channels | Email + WhatsApp | 24/7 Phone | |
| Backup Frequency | Monthly | Weekly | Daily |
| Bug Fixes | ✓ | ✓ | ✓ Priority |
| Security Updates | ✓ | ✓ | ✓ |
| Performance Optimization | - | - | ✓ |
| Monthly Cost | ₹1,999 | ₹4,999 | ₹9,999 |
SUPPORT REQUEST PROCESS
1
Submit Request
Via WhatsApp, Email, or Ticket
2
Ticket Created
Acknowledgment & ticket number
3
Investigation
Technical team analyzes issue
4
Resolution
Fix deployed & confirmed
Important Terms
- AMC is billed monthly, quarterly, or annually as per agreement
- Support is provided only for the systems developed/maintained by YSS
- Emergency support (outside hours) available for Premium plan only
- Changes to support plan require 30 days notice
- Unused support hours do not roll over to next month