Support Terms

Scope of Support 

The support services cover all technical and operational aspects related to the Remit BI Mobile App, including: 

• App functionality and performance issues 

• Data synchronization and report rendering 

• User access, authentication, and role management 

• API and backend integration support 

• Bug fixes and minor updates 

• Assistance with configuration, usage, and troubleshooting 

Support Hours 

• Standard Support: Monday to Sunday, 9:00 AM – 11.30 PM (IST) 

• Critical Incident Support: 24×7 availability for Severity 1 issues affecting production 

• Holidays: Support available on business days, excluding declared public holidays 

 Support Channels 

Users may contact the support team via: 

• Email: [casmexsupport@distinctinfotech.in] 

• Helpdesk Portal / Ticketing System www.dishelpdesk.com  

• Teams ID : customersupport@distinctinfotech.in  

 Response and Resolution Times 

Our support team prioritizes every issue based on its severity to ensure a quick and effective resolution. Below are the standard response and resolution targets we follow:

Severity 1 – Critical

• Description: Complete app outage, data not loading, or login failures.

• Response Time: Within 1 hour.

• Resolution Target: 4 hours or a suitable workaround.

Severity 2 – Major

• Description: Key feature not working or data discrepancies affecting core functionality.

• Response Time: Within 4 hours.

• Resolution Target: 1 business day.

Severity 3 – Moderate

• Description: Minor functional or user interface (UI) issues that do not affect core operations.

• Response Time: Within 8 hours.

• Resolution Target: 3 business days.

Severity 4 – Low

• Description: Cosmetic or non-impacting issues that do not affect usability or performance.

• Response Time: Within 1 business day.

• Resolution Target: Included in the next release or update cycle.

Maintenance and Updates 

• Minor Updates: Regular bug fixes, performance improvements, and UI enhancements 

• Major Releases: Planned feature upgrades or architectural changes will be communicated in advance 

• Scheduled maintenance Application (if any) will be informed 48 hours prior

Exclusions 

Support does not include: 

• Custom feature development or new report/dashboard design 

• Issues caused by third-party applications, unauthorized changes, or user device problems 

• Network or connectivity-related issues beyond the application’s control

Service Monitoring

System uptime, app performance, and data synchronization are monitored through automated alerts and dashboards. Any breach of SLA will be logged and reviewed monthly. 

Client Responsibilities

• Provide accurate issue descriptions and access logs where applicable 

• Ensure network, API, and backend systems are active working for integration 

• Keep mobile devices updated with supported OS versions 

Support Term

The support agreement will remain valid for 12 months from the date of production deployment and is renewable annually under mutually agreed terms. 

Contact Us

If you have any questions or suggestions about our Support Terms, you can contact us at: Distinct Infotech Solutions, Office No. 223, 02nd Floor, RKM Building, Al Mamzar,Hor Al Anz East, Dubai. Telephone: +971562274689. Email: info@distinctinfotech.com