Support Policy

• Client portal ticketing system (recommended for tracking and fastest routing);
• Email at support@fix24.cloud;
• Phone at 75759 50003; and
• Our contact page for general and sales inquiries.

Critical/Severity-1 issues (service down) are supported 24/7/365. Standard support for general, non-critical requests is available during business hours, Monday to Saturday, excluding public holidays. Managed Service customers may have extended or dedicated support hours as specified in their plan.

Initial response time targets by ticket severity are set out in our Service Level Agreement. These targets refer to the time to a first meaningful response, not full issue resolution, which varies with complexity.

• Issues with the core infrastructure, network, or platform we provide;
• Account, billing, and access issues;
• Guidance on using features included in your plan; and
• For managed plans, the specific management scope described in your plan (e.g., OS patching, monitored services).

Unless included in a managed plan or purchased separately, standard support does not cover:

• Custom application development or code debugging;
• Third-party software or plugin troubleshooting beyond basic guidance;
• Operating system or application configuration on unmanaged Services;
• Data recovery beyond your active backup retention window; and
• On-site or hands-on support outside our data center operations.

Out-of-scope requests may be handled on a best-effort or chargeable professional services basis, quoted before work begins.

If you feel a ticket has not been addressed appropriately, you may request escalation through the client portal or by replying to your ticket with "Escalate" in the subject line, and it will be reviewed by a senior support engineer.

For a service outage or critical security incident, call 75759 50003 in addition to raising a ticket, so we can respond as quickly as possible.

We may update this Support Policy as our support processes evolve. Material changes will be posted here with an updated date.

For support, contact support@fix24.cloud or call 75759 50003. Fix24.cloud, Datamation Group, Guwahati, Assam, India.