Support Policy

1. Purpose

The purpose of this Support Policy is to:

• Define available support channels
• Explain support scope
• Set response targets
• Define customer responsibilities
• Explain exclusions from support
• Establish escalation procedures
• Describe software maintenance and updates

2. Support Availability

Technical support is available only for:

Support may be refused where licenses have expired or have been obtained through unauthorized sources.

• Valid licensed customers
• Active subscriptions
• Customers with valid maintenance plans
• Trial users (limited support)
• Enterprise customers
• MSP Partners
• Authorized Resellers

3. Support Channels

Customers may contact CtrlOne through:

Emergency support may be available for Enterprise customers.

• Support Portal
• Email Support
• Ticket System
• Admin Console
• Customer Dashboard
• Remote Support Session (when approved)
• Telephone Support (Business Hours)
• WhatsApp Business (where available)

4. Business Hours

Standard Support Hours: Monday – Saturday, 09:30 AM – 06:30 PM (IST).

Closed on:

Emergency support availability depends on the purchased support plan.

• Sundays
• National Holidays
• Company Declared Holidays

5. Support Plans

Standard Support — included with active subscriptions. Includes installation assistance, activation assistance, configuration guidance, product troubleshooting, bug reporting, software updates, and knowledge base access.

Premium Support — may include priority ticket handling, faster response time, remote troubleshooting, configuration assistance, endpoint deployment guidance, and policy implementation assistance.

Enterprise Support — Enterprise customers may receive a dedicated account manager, named support engineer, priority escalation, deployment planning, migration assistance, health checks, security consultation, and scheduled maintenance assistance.

MSP & Reseller Support — authorized partners receive deployment assistance, multi-customer management support, licensing assistance, partner onboarding, technical consultation, and product training (where applicable).

6. Supported Products

Support is available only for officially released versions of:

Beta versions receive limited support.

• CtrlOne Online
• CtrlOne Enterprise
• CtrlOne LAN Edition
• CtrlOne Agent
• CtrlOne Endpoint Protection
• CtrlOne Admin Console
• CtrlOne Management Console

7. Supported Operating Systems

Support is provided only for officially supported operating systems. Examples include:

Unsupported operating systems may receive best-effort assistance only.

• Windows 10
• Windows 11
• Windows Server editions officially supported by CtrlOne

8. Support Scope

Support includes assistance with:

• Installation — software installation, agent deployment, activation, license validation
• Configuration — policy configuration, security settings, endpoint setup, device enrollment, group management
• Technical Issues — product errors, software crashes, activation failures, login issues, sync issues, policy application failures
• Software Updates — version upgrades, patch installation, security updates, feature updates
• Performance Issues — slow dashboard, agent communication, database connectivity, cloud synchronization

9. Remote Support

Where necessary, CtrlOne may request permission to remotely access customer systems. Remote sessions require:

Customers may terminate the session at any time.

• Customer approval
• Active supervision by customer
• Internet connectivity
• Administrator privileges

10. Information Required for Support

Customers may be asked to provide:

Failure to provide necessary information may delay support.

• License Key
• Subscription ID
• Company Name
• Registered Email
• Device ID
• Machine ID
• Operating System Version
• Error Screenshots
• Event Logs
• Application Logs
• Crash Reports
• Diagnostic Reports

11. Issue Severity Levels

Severity 1 – Critical. Examples: complete service outage, enterprise-wide failure, security breach, data corruption, server inaccessible. Target Initial Response: within 2 Business Hours.

Severity 2 – High. Examples: major functionality unavailable, multiple endpoints affected, Admin Console inaccessible. Target Initial Response: within 4 Business Hours.

Severity 3 – Medium. Examples: feature malfunction, configuration issue, reporting issue, deployment assistance. Target Initial Response: within 1 Business Day.

Severity 4 – Low. Examples: general questions, documentation requests, feature guidance, cosmetic UI issues. Target Initial Response: within 2 Business Days.

12. Response Times

Response times are targets only and not guarantees. Actual resolution depends on:

• Issue complexity
• Customer cooperation
• Availability of logs
• Third-party dependencies
• Reproducibility

13. Resolution Times

No guaranteed resolution time is provided. Some issues may require:

• Engineering investigation
• Product updates
• Third-party vendor fixes
• Microsoft platform updates
• Security validation

14. Software Bugs

Verified software bugs are:

Not every reported bug will result in an immediate fix.

• Logged internally
• Prioritized by severity
• Scheduled for future updates
• Released through patches when available

15. Feature Requests

Customers may submit feature requests. Feature requests are reviewed based on:

Submission does not guarantee implementation.

• Security
• Technical feasibility
• Customer demand
• Product roadmap
• Regulatory compliance

16. Security Incident Reporting

Customers should immediately report:

Security incidents receive priority handling.

• Unauthorized access
• Security vulnerabilities
• Account compromise
• Malware incidents
• Privilege escalation
• Data exposure

17. Vulnerability Reporting

Security researchers should responsibly disclose vulnerabilities. Customers should avoid public disclosure before giving CtrlOne a reasonable opportunity to investigate and remediate reported issues.

18. Software Updates

Support includes guidance for:

Customers should install supported versions to remain eligible for technical support.

• Minor updates
• Major releases
• Security patches
• Hotfixes

19. Unsupported Versions

Support may be discontinued for:

• End-of-Life releases
• Unsupported beta builds
• Modified software
• Reverse engineered versions
• Pirated copies

20. Third-Party Software

CtrlOne does not provide technical support for:

• Windows operating system defects
• Third-party antivirus software
• Third-party firewalls
• Database software
• Network hardware
• Cloud infrastructure outside CtrlOne's control
• Third-party integrations unless officially supported

21. Customer Responsibilities

Customers agree to:

• Maintain valid licenses
• Keep software updated
• Backup important data
• Maintain internet connectivity where required
• Cooperate during troubleshooting
• Provide accurate technical information
• Protect account credentials
• Use supported environments

22. Backup Responsibility

Customers remain solely responsible for maintaining independent backups of:

Support services do not replace backup practices.

• Endpoint data
• Configuration
• Databases
• Policies
• Logs

23. Data Privacy During Support

Information shared during support is handled according to the CtrlOne Privacy Policy and applicable Indian laws, including the Digital Personal Data Protection Act, 2023. Diagnostic data is used only for troubleshooting, security, and service improvement, and access is restricted to authorized personnel.

24. Remote Session Disclaimer

During remote assistance:

• Customer remains responsible for the system
• CtrlOne will not intentionally modify unrelated data
• Customers should close confidential documents before the session begins
• Remote access is performed only with the customer's authorization

25. Support Exclusions

Support does not include:

• Operating system customization
• Third-party software training
• Hardware repair
• Virus removal unrelated to CtrlOne
• Custom software development
• Data recovery
• Network administration
• Windows reinstallation
• On-site support (unless contracted)
• Recovery of deleted customer data

26. Fair Usage

Support services are intended for legitimate technical assistance. Excessive, abusive, or repetitive requests unrelated to product issues may be limited or refused.

27. Suspension of Support

Support may be suspended where:

• License terms are violated
• Payments remain overdue
• The software is used unlawfully
• Abuse or harassment of support staff occurs
• Unauthorized modifications or reverse engineering are detected

28. Service Interruptions

Scheduled maintenance, emergency maintenance, force majeure events, internet failures, or third-party service disruptions may temporarily affect support availability. We will use reasonable efforts to communicate planned maintenance where practical.

29. Limitation of Liability

Support is provided on a commercially reasonable efforts basis. While CtrlOne aims to resolve issues promptly, we do not guarantee uninterrupted availability or that every issue can be resolved in all environments.

To the maximum extent permitted by law, CtrlOne shall not be liable for indirect, incidental, consequential, or special damages arising from support services.

30. Governing Law

This Support Policy shall be governed by the laws of the Republic of India. Any disputes shall be subject to the exclusive jurisdiction of the competent courts located in Rajkot, Gujarat, India.

31. Changes to this Policy

CtrlOne may modify this Support Policy at any time to reflect changes in technology, support processes, legal requirements, or business operations. The revised version will become effective upon publication on the CtrlOne website.

32. Contact Information

For support, licensing, or technical assistance, please contact CtrlOne using the support channels published on the official website: CtrlOne.Online.