Support & Complaint Policy

Support Channels & Availability

• Cswarn Technology ® provides customer support through email (info@cswarntechnology.co.in), official helpdesk portal and where available chat.
• Standard support hours are 10:00 AM to 7:00 PM (IST), Monday to Saturday (excluding Indian public holidays).
• Support outside business hours may be provided at the company’s discretion or for urgent/critical issues.

Response & Resolution Times

• Most support requests will be acknowledged within 24 business hours.
• Resolution times depend on the complexity of the issue; critical bugs or outages are prioritized.
• Feature requests or customizations are handled as per the development queue and may incur extra charges.

Commencement of Support Period

The support period begins on the date Cswarn Technology® grants the client cPanel or equivalent server access, even if the project is not fully completed. We usually share access after delivery. If access is provided earlier at the client’s written request for urgent needs, the support period will still commence on that access date. Client-side delays or changes after access is granted do not extend the support window unless agreed in writing.

What’s Covered Under Support

• Installation, activation, basic setup, and configuration guidance for all Cswarn Technology ® products.
• Bug reporting, troubleshooting, and technical assistance for issues within the official product scope.
• Documentation and user guides for self-service.

What’s Not Covered Under Free Support

• Custom development, integration with unsupported themes/plugins, or extensive third-party troubleshooting.
• Fixes for issues caused by user error, improper installation, unauthorized code changes, or unsupported environments.
• On-demand or phone support (unless covered under paid support/AMC contract).