At Whizlancer Infotech Private Limited we are committed to delivering dependable, high-quality support for every solution and service we provide. Whether it’s a custom AI-powered application, SaaS product, enterprise IT solution, or outsourced project, we ensure that our clients receive timely, transparent, and expert assistance throughout the engagement lifecycle and beyond.
We provide support for:
Solutions Developed by Whizlancer – Custom applications, SaaS platforms, APIs, and automation workflows designed and delivered by our teams.
IT Outsourcing & Managed Services – Support for infrastructure monitoring, deployment assistance, and ongoing operational support as per service contracts.
Post-Deployment Maintenance – Bug fixes, performance optimization, and security updates for solutions under active maintenance agreements.
Support does not cover:
Issues arising from unauthorized code changes or third-party integrations not approved by Whizlancer.
Failures caused by client-side hosting, third-party vendor outages, or unmaintained infrastructure.
Requests for new features, enhancements, or training that fall outside the original agreement scope (handled under separate paid engagements).
Email Support: Submit all support-related queries to info@whizlancer.com.
Dedicated Support Portal (For Contracted Clients): Enterprise clients with SLA agreements receive access to a ticketing portal or dedicated communication channels.
Emergency Support (Critical Issues): For mission-critical systems, escalation contacts are provided in the individual service agreement.
Standard Support: Monday to Friday, 10:00 AM – 6:00 PM IST (excluding public holidays).
Extended Support: 24×7 coverage is available for enterprise clients or as explicitly defined in their SLA or managed services agreement.
Critical Issues (System Down / Major Business Impact): Response within 1 hour, workaround within 4–8 hours, final resolution prioritized as quickly as possible.
High Priority Issues (Major Functions Affected): Response within 2 hours, resolution within 24 hours.
Normal Priority (Minor Bugs / Queries): Response within 1 business day, resolution in the next available release or patch cycle.
Resolution times are best-effort estimates and may vary based on issue complexity and third-party dependencies.
Enterprise clients benefit from SLA-backed commitments, including uptime guarantees, dedicated support teams, and strict escalation protocols. SLA terms are documented and mutually agreed upon as part of the project or service contract.
Submit your ticket or email to info@whizlancer.com.
If the issue is not resolved within the specified response time, escalate it to your assigned Project Manager or Account Manager.
For unresolved escalations, executive-level attention will be provided based on contractual agreements.
To help us resolve issues quickly and efficiently, clients must:
Provide detailed information, including logs, screenshots, and steps to reproduce the issue.
Maintain their infrastructure and hosting environment as per Whizlancer’s recommendations.
Avoid unauthorized changes to delivered solutions during the active support period.
Whizlancer is not responsible for downtime, business interruption, or data loss caused by:
Failures of third-party vendors (cloud providers, payment gateways, APIs, etc.).
Internet backbone issues, telecom outages, or force majeure events (natural disasters, government actions, etc.).
Unauthorized alterations or misuse of delivered solutions.
We may revise this Support Policy to align with evolving technologies, service models, and client needs. Updates will be posted on https://whizlancer.com, and continued use of our support services implies acceptance of the updated policy.
For support inquiries or escalations:
Email: info@whizlancer.com
Website: https://whizlancer.com
We combine AI innovation, industry know-how, and a results-driven approach to deliver scalable software, apps, and digital platforms that boost your business with fast and better performance.
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