Support Policy

Last updated: 14 July 2026

This Policy explains the level of support included with each SolvexaRetail plan and how to reach us.

1. Support levels by plan

Plan	Included support	Response SLA
Trial (free 90d)	Saathi AI + email	Best-effort, 2 business days
Starter (₹499/mo)	Saathi AI + email	2 business days
Growth (₹1,499/mo)	Saathi AI + email + WhatsApp priority	Same business day (Mon–Fri 10 AM – 6 PM IST)
Enterprise (custom)	All of the above + phone + named engineer	Defined per contract (4-hour typical)

2. What "Saathi AI" support means

Saathi is our in-app conversational assistant, available on every page via the floating chat bubble. Saathi can:

Answer "how do I …" product questions using our knowledge base
Explain error messages you encounter
Run report queries ("show today's sales", "top 10 customers this month")
Draft documents (PO, dunning letters, GST filings)
Escalate to email when it can't help

Saathi is available 24×7 and typically responds within 5 seconds. For Trial and Starter tiers, Saathi is your primary support channel — it handles the majority of common questions instantly.

3. Email support

All plans include email support at contactus@solvexaretail.com. Please include:

Your registered email + business name (so we can find your tenant)
Steps to reproduce the issue
Screenshots or the URL where it happened
Any error message shown

Response times are measured business days (Monday–Friday, IST, excluding Indian public holidays).

4. What we support

Bugs in the SolvexaRetail Service
"How do I" and configuration questions
Billing and payment issues
Data export and account-related requests
Feature requests (we log and prioritise; no delivery guarantee)

5. What we do NOT support

Third-party hardware (POS printers, barcode scanners, cash drawers) — refer to the vendor
Third-party software (Windows, browsers, network setup)
Custom SQL queries, DB modifications, or unsupported customisations
Content-related issues (your own item descriptions, pricing decisions, GST filings — we provide the tools, you decide the content)
Training on Indian GST law or accounting — consult a CA
On-site installation or in-person visits (available only under Enterprise contracts)

6. Emergency & downtime

Full-site outages (solvexaretail.com unreachable) are automatically detected by our monitoring. We commit to acknowledging within 2 hours of detection during business hours, or 6 hours outside. Follow status at /health or email us if you can't reach the site.

7. Security incidents

Suspected data breach or vulnerability: email contactus@solvexaretail.com with subject line "SECURITY". We acknowledge within 24 hours regardless of plan. If confirmed material, we notify affected Tenants within 72 hours (DPDPA §8(6) compliance).

8. Feature requests & feedback

Send feature requests via /Support ticket or email. We publicly log accepted requests. You're not guaranteed a specific feature will be built — we prioritise based on demand, effort, and strategic fit.

9. Escalation

If a support response is unsatisfactory:

Reply to the same email thread with "Escalate — please review".
Within 2 business days you'll receive a response from a senior team member.
Unresolved for 7+ business days: contact our Grievance Officer per the Privacy Policy.

10. Contact

Support: contactus@solvexaretail.com
In-app: click the Saathi bubble at bottom-right, or Support → New Ticket
Solvexa Systems · Bengaluru, Karnataka, India