Support & Maintenance Policy
Reliable Support. Continuous Improvement. Long-Term Stability.
At Salsabeel ERP, powered by Al-Bari Technologies, software delivery does not end after deployment. Real ERP systems require continuous support, maintenance, monitoring, and operational improvements to keep businesses running smoothly. This Support & Maintenance Policy explains how we handle technical support, system maintenance, updates, issue resolution, and long-term service reliability for all customers using our ERP software, cloud services, hosting infrastructure, and enterprise solutions. Support is not an extra favor—it is part of serious software delivery.
1. Scope of Support Services
Our support and maintenance services may include:
- Technical issue resolution
- Bug fixes and troubleshooting
- User assistance and operational guidance
- ERP workflow support
- Login and access issue resolution
- Cloud hosting and server monitoring
- Backup management and recovery support
- Performance optimization
- Security updates and system patches
- Compliance-related updates
- Feature improvements under active plans
- API integration assistance
- Dedicated enterprise support services
Support coverage may vary depending on the selected subscription plan.
Random informal messages create operational chaos.
2. Standard Support Channels
Customers may contact our support team through:
- Email support
- Phone support
- Remote assistance sessions
- Technical support tickets
- Scheduled implementation meetings
- Dedicated account coordination for enterprise clients
Support requests should be submitted through official business channels for proper tracking and resolution.
Random informal messages create operational chaos.
3. Support Hours
Standard Support Availability
- Monday to Saturday
- Business Working Hours
Support is provided during official operational hours unless otherwise agreed.
Priority & Dedicated Support
Customers with:
- Dedicated support plans
- Enterprise deployments
- Custom implementation agreements
may receive:
- faster response handling
- priority issue resolution
- direct technical coordination
- emergency escalation support
Priority support is a service level, not a free assumption.
4. Response Time Guidelines
Critical Issues
(System unavailable, severe operational failure)
Response Time: Within 2–4 Business Hours
High Priority Issues
(Billing failure, POS disruption, major workflow interruption)
Response Time: Within 4–8 Business Hours
Medium Priority Issues
(Reports, configuration issues, feature-specific problems)
Response Time: Within 1 Business Day
Low Priority Issues
(General guidance, non-urgent improvements, user queries)
Response Time: Within 2–3 Business Days
Resolution time depends on issue complexity—not just response speed.
5. Maintenance Services
System maintenance may include:
- Security patching
- Server optimization
- Database maintenance
- Performance improvements
- Infrastructure monitoring
- Bug corrections
- Version updates
- Backup verification
- Compliance-related updates
- Feature enhancements within active service plans
Planned maintenance helps prevent major failures later.
Ignoring maintenance is how businesses create emergencies.
6. Scheduled Maintenance Windows
Some maintenance activities may require planned downtime.
Where possible:
- advance notice will be provided
- low-traffic hours will be preferred
- operational disruption will be minimized
Emergency maintenance may occur without prior notice where security or stability requires immediate action.
Availability matters, but stability matters more.
7. Customer Responsibilities
Customers are responsible for:
- Maintaining secure credentials
- Managing internal user permissions
- Providing accurate issue details
- Stable internet connectivity for cloud access
- Supported devices and browser compatibility
- Timely approvals during implementation
- Proper internal operational training
Support works faster when customers cooperate with facts, not vague complaints.
8. Exclusions from Standard Support
Standard support does not include:
- Custom development outside agreed scope
- Third-party software issues unrelated to our platform
- Customer-side hardware failures
- Unauthorized software modifications
- Staff misuse of the system
- Recovery from customer-side data deletion without backup scope
- On-site visits unless separately agreed
Everything cannot be “included” forever.
Professional boundaries matter.
9. Backup & Recovery
For cloud-hosted systems, we maintain structured backup procedures including:
- scheduled backups
- secure storage practices
- recovery support where applicable
- disaster response handling
Backup frequency depends on service plans and hosting models.
Customers should also maintain internal operational discipline.
Backups are protection—not permission for careless data handling.
10. Continuous Improvement
We continuously review:
- support performance
- customer feedback
- system reliability
- infrastructure efficiency
- operational bottlenecks
- security controls
ERP systems must evolve with business growth.
Static software becomes obsolete software.
11. Service Suspension for Abuse
Support services may be restricted where:
- payment obligations remain overdue
- abusive behavior toward support staff occurs
- repeated misuse of services is detected
- unauthorized system access attempts occur
- contractual violations continue unresolved
Professional service requires professional conduct.
Contact for Support & Maintenance
Salsabeel ERP by Al-Bari Technologies
- 📧 Email: support@albaritechnologies.com
- 📧 Business: albaritechnologies@gmail.com
- 📞 Phone: +92-303-44-66-999
- 📍 Address: Lahore, Pakistan