ZopDev Support Policy (IST-Aware)

Effective Date: 30 September 2025

Entity: ZopDev Technologies Pvt. Ltd. (“ZopDev”)


1. Support Channels

Portal / Email: support.zopdev.com | support@zopdev.com
Phone / Chat: Available on Premium and Enterprise plans via the authenticated support console.

2. Coverage Hours (Indian Standard Time by default)

  • Standard: 9×6 (Monday–Friday), excluding regional public holidays

  • Premium: 24×7 for Severity 1–2 issues; 8×5 for Severity 3–4

  • Enterprise: 24×7 for all severities, with prioritized queue handling

3. Severity Definitions

Severity

Description

Sev-1 (Service Down)

Complete production outage or total unavailability of the service, with no workaround.

Sev-2 (Critical Impact)

Major functionality or performance degradation causing significant business impact; limited workaround available.

Sev-3 (Degraded)

Functionality partially impaired, moderate impact, workable workaround exists.

Sev-4 (Minor / How-to)

Minor defect, cosmetic issue, or product-use guidance request.

4. Target Response & Work Continuity

Severity

Standard – Initial Response

Premium / Enterprise – Initial Response

Work Continuity

Sev-1

4 hours

1 hour

24×7 until workaround or resolution

Sev-2

6 hours

2 hours

Continuous during business hours; 24×7 for Premium/Enterprise

Sev-3

1 business day

4 hours

During business hours until resolved

Sev-4

2 business days

8 hours

During business hours

Note: These response times represent service objectives, not contractual guarantees. Any credits (if applicable) are governed by the Service Level Agreement (SLA) specified in the Customer’s Order Form.


5. Customer Responsibilities

Customers are expected to:

  • Designate named technical contacts authorized to open and track support cases.

  • Provide timely diagnostic data, logs, and reproducible steps to assist in resolution.

  • Grant secure access to affected environments when necessary.

  • Maintain configurations aligned with supported versions and documented best practices.

6. Maintenance & Status Communication

  • Scheduled maintenance windows are announced at least 48 hours in advance on the Status Page, with times displayed in IST and local equivalents.

  • The Status Page also provides real-time updates on incidents, uptime, and service availability.

  • Planned maintenance and force-majeure events are excluded from uptime and SLA calculations.

  • Emergency maintenance may be performed without notice to address active security or compliance risks.

7. Exclusions

Support coverage excludes issues resulting from:

  • The Customer’s own environment or unsupported third-party platforms.

  • Use outside documented scope or in violation of the Acceptable Use Policy (AUP).

  • Beta / preview features, which are provided strictly on a best-effort basis.

  • Professional services or training not purchased as part of the subscription.

8. Control Alignment & Evidence

ZopDev’s support and operational processes conform to the control requirements of SOC 2 Type II and ISO/IEC 27001, including:

  • Incident and change management

  • Access control and authorization

  • Vulnerability and patch management

  • Business continuity and disaster recovery

Upon reasonable request and under a Non-Disclosure Agreement (NDA), ZopDev may provide evidence summaries such as policy excerpts, process flow diagrams, and control mappings to support Customer assurance efforts.


Prepared by:Talvinder Singh — CEO & CMO, ZopDev Technologies Pvt. Ltd.

Date: 30 September 2025