This policy describes how Ametecs India Private Limited supports SmartPRS customers — channels, hours, response commitments and what is included.
1. Support channels
| Channel | Details |
|---|---|
| support@ametecsindia.com — preferred for anything that needs investigation | |
| +91 90000 98877 — quick questions and screenshots | |
| Remote sessions | Screen-sharing / remote-desktop sessions over collaboration tools (e.g. Google Meet, Zoom, AnyDesk) — scheduled through email or WhatsApp |
| In-app self-help | Every screen has an ⓘ guide (how to use it, why it matters, do it right), a guided tour, and the SmartPRS Training Manual |
All support is remote/online only. Support is delivered through the channels above — we do not provide onsite visits. Remote collaboration tools resolve issues faster and keep support affordable for everyone.
2. Support hours
Monday to Saturday, 10:00–19:00 IST, excluding public holidays in Telangana. Messages received outside these hours are taken up the next working day.
3. Response commitments
| Severity | Meaning | First response |
|---|---|---|
| Critical | Service down or a blocking failure in a time-critical operation (e.g. payroll cannot be generated on payroll day, no user can sign in) | Within 4 business hours |
| Normal | Everything else — questions, non-blocking bugs, configuration help | Within 1 business day |
"First response" means a qualified human reply working on your issue — resolution times vary with complexity. Mark critical issues clearly ("CRITICAL" in the subject / message) so they are routed fast.
4. What support includes
- Help using any SmartPRS feature and guidance on recommended setup.
- Investigation and fixing of bugs in the SmartPRS software.
- Help with subscription, billing and invoice questions.
5. What support does not include
- Doing your data entry, payroll runs or statutory filings for you.
- Custom feature development (we welcome requests — they go on the roadmap, not the support queue).
- Issues in your own infrastructure — internet, devices, browsers, or third-party services (your bank, Razorpay account issues, WhatsApp/Meta template approvals beyond our guidance).
- Statutory, legal or tax advice — see the Disclaimer.
6. Onboarding and training
- SmartPRS is built for self-service: ⓘ guides on every screen, a guided tour, and the Training Manual.
- Every new customer gets one free online onboarding session for their team.
- Additional live training sessions are available at a published per-session charge.
7. On-premise customers (AMC)
- While AMC is active: all product updates plus remote support (email, WhatsApp, remote-desktop) under the same hours and severity commitments above.
- If AMC lapses: your software keeps running — perpetual means perpetual — but updates and support pause until AMC is renewed. See the Licence Agreement & AMC Policy.
- On-premise support is also remote/online only — installation, updates and troubleshooting are done over collaboration tools with your IT person at the server.
8. Escalation
If a support experience disappoints you, escalate via the Grievance Redressal policy — acknowledged within 48 hours, resolved within 15 days.