Policy
Support Policy
How to reach us when something needs attention, what our support covers and does not, how quickly we respond, and what helps us fix things faster.
How to reach us
- Support tickets in the Hub — the best route for clients. Sign in, open a ticket, attach it to the project it concerns and follow every reply in one place; we are notified immediately and you are e-mailed whenever we answer. If you do not have an account yet, create one.
- E-mail — contact@ahmedonics.com. We log what you send as a ticket on your record so it can be followed in the Hub.
- WhatsApp or phone — +92 346 9536883 for anything urgent, such as a production system that has stopped. We still open a ticket so nothing is lost in a chat.
- The contact form if you are not a client yet or have a question about a tool or guide.
Security weaknesses have their own route: see responsible disclosure.
What support covers
- Systems we built for you, for the warranty or support period in your agreement: defects, questions about operating them, help applying updates we release, and diagnosis when something behaves unexpectedly.
- Our software and hardware products: installation, licence and activation questions, update problems, and defects in supported versions.
- Hosted products we operate, as described on each product's own site.
- The Hub itself: signing in, two-factor authentication, finding your projects, files, invoices and payments, and links or downloads that do not work.
What it does not cover
- Repair of phones, laptops, inverters or other consumer electronics, and servicing of equipment we did not supply. We are an engineering company, not a repair shop; where we can, we will point you to the right party.
- Third-party software or hardware we did not deliver, beyond confirming whether the problem lies there.
- New features, changes in scope and work outside the agreement. These are welcome — we quote them separately.
- Problems caused by changes made to a delivered system without us, by use outside its documented requirements, or by firmware installed on hardware it was not built for.
- The free engineering tools and guides. We read every correction and question sent through the contact form and fix errors, but there is no support commitment on free material.
Response
An engineer reads every ticket and message and replies within one working day. Working days are Monday to Friday, Pakistan Standard Time (UTC+5), excluding public holidays. Where your agreement sets faster targets, or targets for resolution, those apply; otherwise how long a fix takes depends on the severity and we tell you what to expect in our first reply.
| Severity | What it means | What we do |
|---|---|---|
| Critical | A production system is down or unsafe, or data is at risk, with no workaround. | Call or WhatsApp us as well as opening the ticket. We start on it as soon as we see it and keep you informed until it is stable. |
| Major | An important function does not work; a workaround exists or the impact is contained. | We reply within one working day with a diagnosis or a plan and a target. |
| Minor | Something is wrong but work continues: a cosmetic fault, a question, a request for guidance. | We reply within one working day and schedule the fix with the next release or agreed change. |
How a ticket flows
A ticket is open when it is waiting on us, answered when our reply is the last word, and closed when we agree it is done. Your reply to an answered or closed ticket reopens it. Both sides are e-mailed on every public message; notes we add for our own team stay internal. Closed tickets remain visible in your portal as the record of what was done. When your client record allows uploads, you can attach screenshots, logs and files to a ticket; otherwise send them by e-mail and we attach them for you.
What helps us help you
- What you expected, what happened instead, and when it started.
- Steps to reproduce it, screenshots, and any error message or log.
- The product and version, or the device serial number, and the operating system or environment.
- Whether anything changed recently — an update, a network change, new hardware.
- Who to talk to if we have questions, and how to reach them.
If diagnosing a problem means accessing your system, we ask for access for a named engineer, use it only for the ticket in hand, and tell you when we are done so it can be withdrawn.
Software updates and supported versions
Products check for updates through our update service and receive them signed, with release notes that say what changed. We support the current release of each product; when a release reaches the end of support we say so in the release notes and in the update service beforehand, so you can plan. Updates we mark as mandatory close a security or data-integrity problem and should be applied without delay. Fixes for defects are made in the current release; we do not backport them to versions no longer supported.
Hardware faults and returns
Each device we supply is registered by serial number with its hardware revision, firmware and warranty end date. A suspected hardware fault is handled as a return (RMA) against that serial: we confirm the fault remotely where we can, arrange the return, and repair or replace the unit under warranty or quote for the repair outside it. The warranty period is the one on your quotation, invoice or product page. Keep the serial number visible; it is the fastest way to identify the unit and its history.
Escalation
If a ticket is not getting the attention it deserves, say so in the ticket or write to contact@ahmedonics.com with "Escalation" in the subject; it reaches the owner directly.