Support and Maintenance Policy
Effective Date: 01 July 2025

We are committed to delivering consistent and responsive technical support and maintenance services to ensure high availability, security, and performance of our platform. This Support and Maintenance Policy outlines our responsibilities, support tiers, response timelines, maintenance schedules, and client obligations regarding service upkeep.

Purpose

This policy is designed to:

• Define the scope of support and maintenance services provided

• Ensure timely resolution of technical issues and platform-related incidents

• Maintain system reliability, scalability, and compliance with industry best practices

Scope of Support and Maintenance

This policy applies to all clients utilizing our services, including:

• Pay-in (collection) APIs

• Payout (disbursement) APIs

• Integration modules with SAP or ERP systems

• Dashboard and reporting tools

• Uptime monitoring and platform health management

Types of Support Offered

Standard Support

• Available during business hours (Monday to Friday, 9:00 AM to 6:00 PM IST)

• Covers basic troubleshooting, functional queries, documentation assistance, and integration support

Emergency or Critical Support

• Available outside business hours for major outages, API failures, or critical service disruptions

• Clients must categorize issues appropriately and mark them as urgent when raising tickets

Support Channels

Clients can reach our technical team through the following methods:

• Email: cbdo@dotpe.co

• Phone: +447563009191

• Support tickets via client dashboard (if applicable)

Phone support may be extended to enterprise clients based on the service level agreement (SLA).

Issue Classification and Response Times

Maintenance Services

Scheduled Maintenance

• Performed during off-peak hours to improve system performance, security, and scalability

• Clients are notified at least 48 hours in advance

• Typical downtime is minimized and communicated clearly

Unscheduled or Emergency Maintenance

• May occur in response to security threats, infrastructure issues, or urgent patching

• Notifications are sent as early as possible, and real-time status updates are provided via email or dashboard

Platform Upgrades and Patches

• Regular upgrades ensure API stability, compliance with financial regulations, and improved features

• Patches may include security fixes, performance tuning, or bug resolution

Client Responsibilities

To ensure smooth support and service continuity, clients must:

• Maintain updated contact information for support communications

• Secure API keys, integration credentials, and access permissions

• Cooperate with the technical team by sharing logs, screenshots, or code samples if requested

• Avoid making unauthorized changes to the integration that may lead to service issues

Service Level Commitments

We aim for 99.9% uptime across all critical services, with rapid mitigation of high-priority incidents. Downtime caused by third-party dependencies (such as banking APIs or telecom providers) will be communicated transparently but may fall outside our direct control.

Exclusions from Support

Support does not include:

• Issues caused by client-side system misconfiguration

• Custom development outside agreed service scope

• Training for third-party tools or technologies

• Hardware or networking issues unrelated to our platform

Policy Review and Updates

This policy is reviewed periodically to incorporate technological advancements, changes in service offerings, and regulatory updates. Clients will be notified of significant policy updates via email or through the official website.

Contact Us

For any questions or concerns about this Support and Maintenance Policy, please contact us:

Level 5, ITPL Main Rd, Devasandra Industrial, Bengaluru, Karnataka 560048
Email: cbdo@dotpe.co
Phone: +447563009191