On-Site Support Policy

4) Fees, Travel & Materials

• Visit fee / Hourly: On-site work may be billed per visit and/or per hour.
• Travel: Travel time and expenses may apply beyond standard service areas (charges apply beyond 10 km from our nearest location).
• Parts/Materials: Hardware, consumables, and third-party services are billed separately with prior approval.
• Minimums: A minimum billable time (e.g., 1 hour) may apply.

Payment: As per quotation/invoice terms. For new customers, an advance may be required.

5) Site Prerequisites

• Authorised site access, escort (if required), and necessary permits/badges arranged in advance.
• Operational power, network, and workspace for the engineer (including safe ladder/server access if applicable).
• Availability of key contacts and credentials relevant to the agreed scope.
• Backups taken by customer prior to any invasive work, unless otherwise agreed in writing.

6) Reschedule / Cancellation

• Customer-initiated: Please provide at least 24 hours’ notice to avoid cancellation charges. (Specify fee if any.)
• Provider-initiated: In rare cases (safety, force majeure, engineer illness), we will reschedule at the earliest slot.
• No-access / No-show: If access/prerequisites are not met, minimum charges may still apply.

7) Customer Responsibilities

• Ensure accurate problem description and prior remote diagnostics cooperation.
• Provide on-site point of contact with decision-making authority.
• Secure data and maintain recent backups; inform us of regulatory/safety constraints.
• Review and sign the on-site work summary/report where applicable.

8) Limitations & Exclusions

• Work outside agreed scope, unsupported/End-of-Life hardware or software, and third-party vendor delays are excluded.
• Infrastructure hazards (e.g., unsafe power/cabling) must be remedied before work can proceed.
• Data loss risk exists during any technical work; ensure verified backups. We can assist with backup planning if requested.

9) Data & Privacy

• We handle credentials and customer data with appropriate confidentiality and access controls.
• Where required, a Non-Disclosure Agreement (NDA) can be executed prior to on-site engagement.

10) Escalation & Contact

For urgent cases or escalations, contact our Support team during service hours.

• Email: support@winlinetech.com
• Phone / WhatsApp: +91 94812 73355  /  0836-2233559
• Service Hours (IST): Support 09:00–21:00 (Mon–Sat); Sales & Billing 10:00–18:00 (Mon–Sat) Except Holidays