Last Updated: March 2026
1. Overview
At Niyan IT Solutions, we are dedicated to providing exceptional support for all the software, infrastructure, and digital services we deliver. This Support Policy outlines our standard operating procedures, response times, and the levels of support provided to active clients.
2. Support Channels
Clients can reach our support team through the following official channels:
- Email Support: support@niyanitsolutions.com (Monitored 24/7 for critical issues)
- Phone Support: +91 9606977089 (Available during standard business hours; extended support per SLA)
- Client Portal: Accessible via login.niyanitsolutions.com for ticketing and status tracking.
3. Standard Business Hours
Our standard technical support hours are:
- Monday to Friday: 9:30 AM – 6:30 PM (IST)
- Saturday: 10:00 AM – 4:00 PM (IST)
- Sundays and Public Holidays: Closed for standard support (Emergency on-call available per SLA)
4. Severity Levels and Response Times
We classify support requests into the following severity levels to prioritize our response and resolution efforts effectively:
- Severity 1 (Critical): Complete system outage or critical failure affecting all users.
Target Response Time: Less than 1 hour. - Severity 2 (High): Major functionality broken, affecting a large subset of users, no workaround available.
Target Response Time: Within 4 hours. - Severity 3 (Medium): Minor bug, feature not working as expected, workaround available.
Target Response Time: Within 24 hours. - Severity 4 (Low): General inquiries, feature requests, or documentation questions.
Target Response Time: Within 48 hours.
5. Maintenance and Updates
For managed services and software clients, routine maintenance (such as security patches, server updates, and minor version upgrades) is performed during scheduled maintenance windows, typically during low-traffic periods (weekends or late nights). Clients will be notified at least 48 hours in advance of any scheduled downtime.
6. Scope of Support
Standard support covers bugs, defects, and issues arising directly from the code or infrastructure deployed by Niyan IT Solutions. It does not cover:
- Modifications or code changes requested by the client after final project delivery.
- Issues caused by third-party plugins, third-party APIs, or modifications made by individuals not affiliated with Niyan IT Solutions.
- Hardware failure on client-premise equipment (unless under a specific Hardware SLA).
7. Emergency Support
For enterprise clients under our premium SLA, emergency 24/7 support is provided for Severity 1 (Critical) issues. Please refer to your individual contract details for specific emergency contact numbers and escalation paths.