1. Support Channels
At DevOrbit Studio, customer satisfaction is our top priority. We provide customer support through the following channels:
- Email: support@devorbitstudio.in (Preferred for non-urgent technical issues)
- WhatsApp Support: +91 9373095537 (Urgent terminal errors or setup support)
2. Response & Resolution Times (SLAs)
To ensure business continuity for our pharmaceutical and retail clients, we categorize technical inquiries by severity:
- Priority 1 (Critical block - Sales terminal offline): Response within 2 hours; resolution goal within 12 hours.
- Priority 2 (Standard bug - Reporting anomaly/UI bug): Response within 12 hours; resolution goal within 48 hours.
- Priority 3 (General Inquiries / Custom modifications): Response within 24-48 hours.
3. Coverage Exclusions
Our standard software support does not cover:
- Physical printer or local system network wiring issues.
- Data recovery due to hard drive mechanical failure without active automated cloud backup.
- Third-party operating system registry damage caused by system registry cleaners or malware.
4. Remote Setup & Debugging
In some scenarios, our support engineers may request remote session access (via AnyDesk or TeamViewer) to diagnose registry blocks or print spooler conflicts on local Windows terminals. The user must authorize the session and monitor the technical debugging process.