📕Support Terms & Conditions

Getting Help

• Submitting a Ticket: We recommend submitting your support requests for CIQA Client through our ticketing system. This ensures your request is routed to the appropriate specialist and tracked for efficient resolution.

• Contacting Support: For urgent matters, you can also reach our support team via email at [e-mail].

Support Availability

• Hours of Operation: Our support team is available Monday to Friday, 8:00 am to 5:00 pm (UTC-4), excluding holidays.

• Response Time: We strive to respond to all support requests within one business day during our support hours. Requests submitted outside these hours will be addressed during the next available support window.

Support Levels

• Enterprise Customers: We offer dedicated support to our Enterprise account holders.

• Free Users: While we do our best to address all inquiries, our support resources prioritize Enterprise customer requests.

Software Updates

• Versioning System: Our software uses a clear version naming system (X.Y.Z) to ensure timely delivery of bug fixes and improvements.

  • Major Releases (X.X.0): Significant updates with new features and functionality.

  • Minor Releases (X.Y.0): Address minor bugs and introduce enhancements.

  • Patch Releases (X.Y.Z): Critical bug fixes and security updates.

• Access to Updates: All users have access to the latest bug fixes and updates through our versioning system.

Feature Deprecation

We continually evaluate features based on usage, customer feedback, and overall value. Features with low usage or negative impact may be removed to streamline the product and focus our resources on areas that benefit our customers the most.