Remote-first

Remote Support Policy

Last updated: 21-10-2025 (IST)

Our online appointment system is intended for remote support by default. If an on-site visit is necessary, our team will schedule and confirm it separately.

📅 Book Appointment
No fixed price: Remote support is billed under your active support contract or hourly if you do not have a contract. Fixed-fee pricing does not apply unless expressly quoted in writing for a defined scope.

1) Scope & Channels

  • Applies to troubleshooting, configuration guidance, updates, and routine maintenance that can be performed remotely.
  • Typical channels: secure remote session, phone, WhatsApp, and email (as appropriate to the case).
  • If physical work is required, we will propose an on-site visit under the on-site policy.

2) Response & Service Window (IST)

DepartmentHours (IST)Notes
Support 09:00 – 23:00, Monday–Saturday - Except public holidays Priority coverage; response targets may vary by active contract tier.
Sales & Billing 10:00 – 18:00, Monday–Saturday - Except public holidays Quotations, contract activation, and invoicing questions.

Note: Holiday/after-hours availability is subject to engineer capacity and may be billed at special rates if pre-approved.

3) Fees & Billing (Contract / Hourly)

  • Active Support Contract: Remote support is billed/consumed as per your contract (retainer hours, response tier, or inclusive coverage). Overages, if any, are billed hourly.
  • No Contract: Remote work is billed hourly at the prevailing rate. No fixed price applies by default.
  • Quotations: A fixed fee may be offered only for a clearly defined scope; otherwise, hourly billing applies.
  • Minimums & Metering: A minimum billable time (e.g., 30–60 minutes) may apply; thereafter, time is metered in set increments.
  • Payment Terms: As per quotation/invoice. New customers may be asked for an advance/top-up.
  • Third-party Costs: Any licensed tools or vendor fees required for resolution are chargeable with prior approval.

To activate or upgrade a contract, contact support@winlinetech.com.

4) What’s Included

  • Remote diagnostics, log analysis, configuration checks, and guided fixes.
  • Documentation of steps taken and next actions, where applicable.
  • When remote resolution is not feasible, a recommendation for on-site service.

5) Customer Responsibilities

  • Provide accurate problem details and facilitate remote access promptly.
  • Ensure availability of an authorised point of contact during the session.
  • Maintain verified backups before any invasive change; share relevant credentials securely.

6) Limitations & Escalation

  • Issues requiring physical intervention move under the on-site policy and its charges.
  • Unsupported/End-of-Life products and third-party delays may be out of scope.
  • Data loss risk exists during technical work—keep current backups.

Escalation & Contact: support@winlinetech.com • +91 94812 73355 / 0836-2233559
Service Hours (IST): Support 09:00–23:00 (Mon–Sat); Sales & Billing 10:00–18:00 (Mon–Sat) Except holidays.

This policy may be updated periodically. The latest version is maintained on this page.