Support Charter

Scope

Support covers clients, BPO partners and end-users of Akontec platforms. Coverage differs by product and contract; the exact entitlement is stated in the client's SOW or AMC.

Channels

Every request becomes a ticket. Work performed outside the ticket system is invisible to reporting, uncountable against SLA, and unprovable in a dispute. This applies to work requested verbally by a client's director as much as to a form submission.

Coverage hours

Standard: business hours, Monday–Saturday, IST. Extended and 24×7 coverage is available where the contract provides for it — typically on live BPO campaigns and hosted platforms. The client's actual coverage window is stated in their SOW.

What support covers

Defects and errors · access and account issues · configuration questions · how-to guidance · data and report requests within scope · incident response · escalations.

What support does not cover

New features and change requests (these are quoted) · training beyond the delivered scope · third-party product issues outside our control (we assist with liaison, we do not own the resolution) · work outside the contracted scope.

We say which category something falls into at the point of raising it, not after the work is done. A client should never receive a surprise invoice for something they believed was support.

Principles

1. Acknowledge fast, even without an answer. Silence is the complaint most clients actually have.
2. Give a realistic ETA and honour it. A revised ETA communicated in advance is fine; a missed one in silence is not.
3. Own it end to end. The person who takes the ticket owns it until it closes, including when a third party is the blocker.
4. Explain in the client's language, not in ours.
5. Fix the class of problem, not just the instance — recurring tickets go to root cause.
6. Never blame the client in writing, even where the cause was theirs. Describe the cause factually and move to the fix.

Metrics: 03_Priority_Matrix_And_SLA.md. Escalation: 04_Escalation_Matrix.md.