1. Support Channels: SilentSol offers support through email or via our designated support portal on our website. Support requests should include relevant details such as project name, client information, and a detailed description of the issue.

2. Support Hours: Our standard support hours are Monday to Friday, 9:00 AM to 6:00 PM (local time). Support requests submitted outside these hours will be addressed during the next available business day.

3. Response Time: SilentSol is committed to providing timely responses to support requests. Our goal is to acknowledge and initiate investigation of reported issues within 24 hours of receiving the request.

4. Issue Resolution: The time taken to resolve an issue depends on its complexity. SilentSol will make best efforts to address and resolve support requests promptly. Complex issues may require additional time, and updates on the progress will be communicated regularly.

5. Support Scope: Support services cover bug fixes, troubleshooting, and assistance with features developed by SilentSol. Support does not extend to new feature development, enhancements, or issues arising from third-party integrations unless otherwise specified in the project agreement.

6. Eligibility: Clients with an active support agreement or within the post-launch support period are eligible for support services. Support agreements may be renewed or extended upon mutual agreement.

7. Communication: All support-related communication should be conducted through the designated support channels. Clients are encouraged to provide as much detail as possible when reporting issues to expedite the resolution process.

8. Software Updates: SilentSol may release updates or patches to address known issues or enhance software performance. Clients are advised to stay informed about available updates and apply them in a timely manner.

9. Exclusions: SilentSol’s support policy does not cover issues resulting from unauthorized modifications to the software, misuse, or neglect. Additionally, support may be limited for outdated software versions.

10. Feedback and Improvement: SilentSol values client feedback on the support experience. Clients are encouraged to provide constructive feedback to help us continually improve our support services.

11. Termination of Support: SilentSol reserves the right to terminate support services in the event of non-compliance with the terms outlined in the support agreement or project contract. 

For specific inquiries or to initiate a support request, please contact our support team. Thank you for choosing SilentSol; we are dedicated to ensuring a seamless and reliable support experience for our clients.