Support Policy
At sandtrace, we are committed to providing reliable and efficient support for our users. This Support Policy
outlines the scope, availability, and procedures for resolving issues related to our compliance audit
platform.
1. Support Availability
Our support team is available to assist you during the following hours:
- Standard Support: Monday – Friday, 9:00 AM – 6:00 PM (Local Time).
- Priority Support: Available for enterprise customers with a dedicated support contract.
- Emergency Support: Critical issues impacting system availability are addressed 24/7.
2. Types of Support
We offer the following support channels to assist our customers:
- Email Support: Submit queries to connect@actfour.in.
- Live Chat: Available on our website for quick issue resolution.
- Helpdesk Portal: Raise and track support tickets online.
- Phone Support: Available for priority and enterprise customers.
3. Response Time & Issue Resolution
Our support team categorizes and addresses issues based on priority levels:
- Critical (System Down): Response within 1 hour, resolution within 4 hours.
- High (Major Feature Affected): Response within 4 hours, resolution within 24 hours.
- Medium (Performance Issues): Response within 8 hours, resolution within 48 hours.
- Low (General Inquiry): Response within 24 hours, resolution as per standard updates.
4. Escalation Procedures
If an issue is not resolved within the expected timeframe, users may escalate it through the following steps:
- Contact the assigned support representative for status updates.
- Escalate to the support team lead via email.
- For unresolved critical issues, escalate to senior management.
5. Customer Responsibilities
To ensure efficient issue resolution, customers are requested to:
- Provide a clear description of the issue, including screenshots if applicable.
- Ensure system updates and configurations are in place as per sandtrace recommendations.
- Follow prescribed troubleshooting steps before raising a support ticket.
6. Changes to This Support Policy
We may update this Support Policy periodically. Any changes will be communicated through our platform, and
continued use of sandtrace implies acceptance of the revised policy.
7. Contact Us
If you have any questions regarding this Support Policy, please contact us at
connect@actfour.in.