Support & Ticketing Policy
Support Request Submission
All support requests must be submitted through one of the approved channels:
- Phone
- Ticketing system
Requests submitted through unofficial channels may not be tracked or prioritized.
Ticket Prioritization
Support tickets are prioritized based on:
- Business impact
- Urgency of the issue
- Service scope defined in the applicable agreement
Client Responsibilities in Support Requests
To ensure faster resolution, clients are encouraged to:
- Provide clear and complete descriptions of issues
- Include relevant system details, screenshots, or error messages
- Ensure system access is available when required
On-Site Support
On-site support may be scheduled when:
- Remote resolution is not feasible
- Physical intervention is required
Scheduling is subject to availability and service agreement terms.
Service Level Overview (High-Level SLA)
This SLA provides a general overview only. Detailed SLAs, if required, are defined separately in service agreements.
Support Hours
- Business Hours: 8-5 (Sunday–Thursday)
Support Channels
- Phone
- Ticketing system
Response Time Targets
- Target response time: 30–60 minutes
- Response times are provided on a best-effort basis
- Response times are not guaranteed at the website level
Payment & Billing Policy
Billing Terms
- Billing terms are defined in signed proposals or service agreements
- All invoices must be settled within the agreed payment period
Late Payments
- Late payments may result in service delays or suspension
- KAIZEN365 Technology reserves the right to withhold services until outstanding balances are cleared
Taxes & Pricing
- All prices are exclusive of applicable taxes unless stated otherwise
Refund & Cancellation Policy
Managed Services
- Managed services are generally non-refundable once delivered
Project-Based Services
- Project cancellations may be subject to charges for work already completed
Exceptions
- Any refund or cancellation exceptions are handled on a case-by-case basis
- All exceptions must be confirmed in writing
Third-Party & Vendor Policy
KAIZEN365 Technology may engage with third-party vendors, including but not limited to cloud and software providers, as part of service delivery.
Third-Party Services
- Third-party services are governed by their own terms and conditions
- KAIZEN365 Technology is not responsible for third-party outages, failures, or service interruptions
Vendor Assistance
Where applicable, KAIZEN365 Technology may assist clients in managing vendor relationships, without assuming responsibility for third-party performance.
KAIZEN365 Technology – Acceptable Use Policy (AUP)
Clients must not use systems or services supported by KAIZEN365 Technology to:
- Violate applicable laws or regulations
- Distribute malicious software or malware
- Access unauthorized systems or data
- Engage in abusive, fraudulent, or harmful activities
KAIZEN365 Technology reserves the right to suspend support if system usage poses security, legal, or operational risks.
Data Protection & Confidentiality Policy
KAIZEN365 Technology treats all client data as confidential.
- Client data is accessed only when required to deliver services
- Confidential information is not disclosed without proper authorization
- Access to data is limited to authorized personnel only
- Confidentiality obligations remain in effect after service termination
Information Security Policy
KAIZEN365 Technology follows industry best practices to protect systems and data, including:
- Access controls and authentication measures
- Antivirus and security monitoring tools
- Secure remote access methods
- Regular system updates and patching
- Security awareness practices among staff
Despite strong controls, no system can be guaranteed to be 100% secure.