Technical Support Agreement
Effective Date: 01-January-2015
Company: Dhru Cloud Private Limited (“Dhru”, “we”, “us”, “our”)
Applies To: Customers with valid, active licenses (SaaS or Self-Hosted) and an active support & maintenance subscription.
Company: Dhru Cloud Private Limited (“Dhru”, “we”, “us”, “our”)
Applies To: Customers with valid, active licenses (SaaS or Self-Hosted) and an active support & maintenance subscription.
1. Scope of Support
1.1 Included Support, Dhru provides support limited to its own Software:
• Installation guidance (Self-Hosted)
• Configuration assistance for supported features
• Bug reporting and reproduction testing
• Updates, patches, and fixes (for customers with active maintenance)
• General usage questions on licensed features
1.2 Excluded Support, Dhru does not provide support for:
• Operating system, hosting, or server-level management (Linux/Windows administration, SSH access, command-line operations)
• Database, firewall, CDN, SSL, DNS, or network administration
• Third-party integrations, plugins, themes, or code modifications
• Customer’s own client support or end-user training
• Data recovery, backups, or disaster recovery services
• Issues caused by unsupported environments or outdated versions
• On-site services, travel, or in-person interventions are not included and, if offered, require a separate paid engagement.
• Hosting/server migrations, account transfers, or bulk data migration activities (available as a paid professional service at a standard fee of USD 400 or as otherwise quoted)
1.3 Eligibility
• Support is only available to customers with valid, active licenses.
• Self-Hosted customers must also maintain an active support & maintenance plan.
• Installation guidance (Self-Hosted)
• Configuration assistance for supported features
• Bug reporting and reproduction testing
• Updates, patches, and fixes (for customers with active maintenance)
• General usage questions on licensed features
1.2 Excluded Support, Dhru does not provide support for:
• Operating system, hosting, or server-level management (Linux/Windows administration, SSH access, command-line operations)
• Database, firewall, CDN, SSL, DNS, or network administration
• Third-party integrations, plugins, themes, or code modifications
• Customer’s own client support or end-user training
• Data recovery, backups, or disaster recovery services
• Issues caused by unsupported environments or outdated versions
• On-site services, travel, or in-person interventions are not included and, if offered, require a separate paid engagement.
• Hosting/server migrations, account transfers, or bulk data migration activities (available as a paid professional service at a standard fee of USD 400 or as otherwise quoted)
1.3 Eligibility
• Support is only available to customers with valid, active licenses.
• Self-Hosted customers must also maintain an active support & maintenance plan.
2. Support Channels & Availability
2.1 Channels – Support is available via ticket system.
2.2 Business Hours – Standard support is provided Monday–Friday, 10:00–18:00 IST (excluding public holidays).
2.3 Extended Support – 24/7 or priority response may be available under separate Enterprise Support contracts.
2.2 Business Hours – Standard support is provided Monday–Friday, 10:00–18:00 IST (excluding public holidays).
2.3 Extended Support – 24/7 or priority response may be available under separate Enterprise Support contracts.
3. Severity Levels & Response
3.1 Critical (P1) – Software unavailable; production outage. Initial response within 48 hours.
3.2 High (P2) – Major feature not working; no workaround. Response within 1-4 business days.
3.3 Normal (P3) – Non-critical issues or partial workarounds exist. Response within 3–5 business days.
3.4 Low (P4) – General questions, cosmetic issues, minor guidance. Response as time permits.
3.5 Escalation. Unresolved P1/P2 tickets may be escalated to a senior engineer/manager at Dhru’s discretion.
Resolution times are not guaranteed; Dhru provides best-effort responses.
3.2 High (P2) – Major feature not working; no workaround. Response within 1-4 business days.
3.3 Normal (P3) – Non-critical issues or partial workarounds exist. Response within 3–5 business days.
3.4 Low (P4) – General questions, cosmetic issues, minor guidance. Response as time permits.
3.5 Escalation. Unresolved P1/P2 tickets may be escalated to a senior engineer/manager at Dhru’s discretion.
Resolution times are not guaranteed; Dhru provides best-effort responses.
4. Updates & Maintenance
4.1 SaaS customers automatically receive updates and patches.
4.2 Self-Hosted lifetime license holders must maintain active annual support & maintenance for:
• Updates, bug fixes, and new releases
• Access to patches and security fixes
• Technical support
4.3 After support expiry, you may continue using your last downloaded copy but will receive no new updates or files.
4.4 Support is available for the current major version (N) and one prior major version (N-1). Dhru may require upgrades before providing fixes.
4.2 Self-Hosted lifetime license holders must maintain active annual support & maintenance for:
• Updates, bug fixes, and new releases
• Access to patches and security fixes
• Technical support
4.3 After support expiry, you may continue using your last downloaded copy but will receive no new updates or files.
4.4 Support is available for the current major version (N) and one prior major version (N-1). Dhru may require upgrades before providing fixes.
5. Customer Responsibilities
5.1 Maintain supported hardware/software environment.
5.2 Provide Dhru with logs, screenshots, and reproducible steps for reported issues.
5.3 Maintain current backups before applying updates or fixes.
5.4 Ensure proper server security (Self-Hosted).
5.5 Ensure your users/clients contact you, not Dhru, for support.
5.2 Provide Dhru with logs, screenshots, and reproducible steps for reported issues.
5.3 Maintain current backups before applying updates or fixes.
5.4 Ensure proper server security (Self-Hosted).
5.5 Ensure your users/clients contact you, not Dhru, for support.
6. Limitations of Support
6.1 Support is software-only; Dhru does not provide OS-level, server-level, hosting, or infrastructure management.
6.2 Dhru does not guarantee uptime, resolution times, or response times under this Agreement. Any SLA must be set forth in a separate written SLA signed by Dhru.
6.3 Dhru is not responsible for:
• Downtime or loss of revenue during outages
• Third-party service failures (payment gateways, SMS/email APIs, shipping APIs)
• Conflicts caused by customizations or unsupported add-ons
6.4 Dhru may limit support if you open excessive, repetitive, or unfounded tickets or terminated if,
• Fees are unpaid,
• You misuse support channels, or
• You or your staff abuse Dhru employees.
6.5 No Guarantee of Data Integrity. Dhru does not guarantee the integrity of data during updates, migrations, or patching. Customers are solely responsible for maintaining full and verified backups before applying updates, patches, or changes.
6.6 Client Credentials Disclaimer. If you provide Dhru with access credentials (including but not limited to admin logins, server credentials, SSH, RDP, or database access) for troubleshooting, you do so at your own risk. Dhru is not liable for any loss, downtime, or data issues arising from actions taken using such access. You must revoke or change these credentials immediately after the support session ends. You are solely responsible for safely transmitting credentials and for immediate rotation after any support session.
6.2 Dhru does not guarantee uptime, resolution times, or response times under this Agreement. Any SLA must be set forth in a separate written SLA signed by Dhru.
6.3 Dhru is not responsible for:
• Downtime or loss of revenue during outages
• Third-party service failures (payment gateways, SMS/email APIs, shipping APIs)
• Conflicts caused by customizations or unsupported add-ons
6.4 Dhru may limit support if you open excessive, repetitive, or unfounded tickets or terminated if,
• Fees are unpaid,
• You misuse support channels, or
• You or your staff abuse Dhru employees.
6.5 No Guarantee of Data Integrity. Dhru does not guarantee the integrity of data during updates, migrations, or patching. Customers are solely responsible for maintaining full and verified backups before applying updates, patches, or changes.
6.6 Client Credentials Disclaimer. If you provide Dhru with access credentials (including but not limited to admin logins, server credentials, SSH, RDP, or database access) for troubleshooting, you do so at your own risk. Dhru is not liable for any loss, downtime, or data issues arising from actions taken using such access. You must revoke or change these credentials immediately after the support session ends. You are solely responsible for safely transmitting credentials and for immediate rotation after any support session.
7. Confidentiality
7.1 Any information (logs, screenshots, configs) you provide for support will be treated as confidential.
7.2 Dhru will not disclose such information except as required by law.
7.3 Diagnostic data (logs, screenshots) shared in tickets may be retained for up to 90 days and then deleted, unless longer retention is required by law or to resolve a persistent issue.
7.2 Dhru will not disclose such information except as required by law.
7.3 Diagnostic data (logs, screenshots) shared in tickets may be retained for up to 90 days and then deleted, unless longer retention is required by law or to resolve a persistent issue.
8. Fees & Renewals
8.1 SaaS support is included in subscription fees.
8.2 Self-Hosted customers must renew annual support & maintenance separately.
8.3 Certain services fall outside standard support and are billed separately, including but not limited to:
• Hosting/server migrations and account transfers
• Bulk data migrations or restorations
• Custom configuration requests
These are billed at USD 200 per request minimum, or at Dhru’s prevailing rates.
8.4 No refunds are issued for unused support periods.
8.5 Remote Access Disclaimer – If Dhru provides remote access support (e.g., via SSH or RDP), you must provide temporary credentials. Dhru is not liable for any consequences, downtime, or data loss resulting from such access.
8.6 Professional Services Separation – Any training, consultation, customization, or extended migration services are outside support scope and require a separate professional services agreement.
8.2 Self-Hosted customers must renew annual support & maintenance separately.
8.3 Certain services fall outside standard support and are billed separately, including but not limited to:
• Hosting/server migrations and account transfers
• Bulk data migrations or restorations
• Custom configuration requests
These are billed at USD 200 per request minimum, or at Dhru’s prevailing rates.
8.4 No refunds are issued for unused support periods.
8.5 Remote Access Disclaimer – If Dhru provides remote access support (e.g., via SSH or RDP), you must provide temporary credentials. Dhru is not liable for any consequences, downtime, or data loss resulting from such access.
8.6 Professional Services Separation – Any training, consultation, customization, or extended migration services are outside support scope and require a separate professional services agreement.
9. Termination
9.1 Dhru may terminate support if you breach the EULA, misuse services, or fail to renew.
9.2 Upon termination, no refunds will be provided.
9.2 Upon termination, no refunds will be provided.
10. Changes to this Agreement
This Technical Support Agreement may be updated at any time. Continued use of Dhru’s support services constitutes acceptance of the updated terms.
11. Governing Law
This Agreement is governed by the laws of India, with exclusive jurisdiction in the courts of Ahmedabad, Gujarat.
12. Force Majeure
Dhru is not responsible for any delay or failure in performance resulting from events beyond its reasonable control, including cloud provider outages, network failures, cyberattacks, government restrictions, or natural disasters.
13. Notices
Notices to Dhru must be sent to: Dhru Cloud Private Limited, Email: support@dhru.com or legal@dhru.com
