Support Policy

Moleculli CRM Support Policy

Effective Date: [DD Month YYYY]
Last Updated: [DD Month YYYY]
Version:** 1.0

1. Introduction

This Support Policy explains how Moleculli CRM provides customer support for its CRM platform and related services.
Our objective is to help customers use Moleculli CRM effectively, resolve technical issues, answer product-related questions, and assist with problems that affect normal use of the platform.
This Support Policy should be read together with the Moleculli CRM Terms & Conditions, Privacy Policy, Subscription Policy, and other applicable agreements or policies.

2. Scope of Support

Moleculli CRM support may include assistance with:

* Accessing and using Moleculli CRM.
* Account and user-related issues.
* User roles and permissions.
* Customer, lead, contact, and sales management features.
* Branch, team, and hierarchy-related functionality.
* Reports and analytics.
* Field Force features, including tours, visits, and expenses.
* Configuration and general product usage.
* Identifying and troubleshooting software errors.
* Product functionality that does not operate substantially as documented.
* General guidance regarding supported integrations and platform features.

Support is intended to help customers use the existing functionality of Moleculli CRM.

Support does not automatically include custom software development, custom integrations, data-entry services, business consulting, or modifications to the customer's own systems unless such services are separately agreed upon.

3. Support Channels
Customers may contact Moleculli CRM Support through the officially designated support channels.
Support Email
Email: [[support@yourdomain.com](mailto:support@yourdomain.com)]
Support Portal
Support Portal: [Insert Support Portal URL]
Phone Support
Phone:[Insert Support Phone Number]
Phone support availability may depend on the customer's subscription or support plan.
Customers should use the designated support channel associated with their subscription or organization.
Moleculli CRM may introduce additional support channels from time to time.

4. Support Hours
Standard support hours are:
[Monday – Friday, 9:00 AM – 6:00 PM IST]
Time Zone:India Standard Time (IST)
Support hours may exclude applicable public holidays unless otherwise stated.
Customers with an applicable premium, enterprise, or separately contracted support plan may receive different support hours or additional support coverage.
Any specific support commitments applicable to a customer's subscription or agreement will take precedence over the general support information contained in this policy.

5. Support Request Process

When submitting a support request, customers should provide sufficient information for the support team to understand and investigate the issue.

Where applicable, customers should include:

* Organization or account name.
* Name and contact details of the person reporting the issue.
* Description of the problem.
* Date and approximate time when the issue occurred.
* Steps that led to the problem.
* Expected result.
* Actual result.
* Relevant error message or screenshot.
* Browser and operating system information where relevant.
* Affected users or branches.
* Any recent configuration or system changes.
* Relevant transaction, record, or reference information that can help identify the issue.

Providing complete information can help reduce investigation time and improve the speed of response.

6. Support Priority Levels

Moleculli CRM may classify support requests according to their business and technical impact.

Priority 1 — Critical

A critical issue is a major production problem that substantially prevents the customer from using the core Moleculli CRM service and where no reasonable workaround is available.

Examples may include:

* Production service unavailable.
* Critical functionality unavailable for a significant number of users.
* Major system failure preventing normal business operations.

Target Initial Response:** [Insert target]

Priority 1 issues should be reported through the designated emergency support channel where one is provided.

Priority 2 — High

A high-priority issue significantly affects important functionality but the service remains partially usable or a reasonable workaround may exist.

Examples may include:

* Important functionality is unavailable.
* A major workflow is substantially impaired.
* A significant number of users are affected.

Target Initial Response: [Insert target]

Priority 3 — Normal

A normal-priority issue affects a non-critical feature or creates a problem that does not substantially prevent normal business operations.

Examples may include:

* Minor functional problems.
* Unexpected behavior with limited business impact.
* Issues affecting individual users where a workaround exists.

Target Initial Response: [Insert target]

Priority 4 — Low

A low-priority request generally includes:

* General product questions.
* Documentation clarification.
* How-to questions.
* Cosmetic issues.
* Minor usability concerns.
* Feature suggestions.

Target Initial Response: [Insert target]

7. Response Time and Resolution Time

Response time means the time taken for Moleculli CRM Support to acknowledge or begin handling a support request.

Response time does not necessarily mean that the issue will be completely resolved within the same period.

Resolution time can depend on:

* Complexity of the issue.
* Availability of required information.
* Whether the issue can be reproduced.
* Dependency on third-party services.
* Customer configuration.
* Required software changes.
* Security or infrastructure investigation.
* Availability of engineering or third-party resources.

Where an immediate permanent resolution is not possible, Moleculli CRM may provide a workaround or other appropriate guidance.

Any contractual Service Level Agreement (SLA) with specific response or resolution commitments will take precedence over the general targets described in this policy.

8. Issue Investigation

Moleculli CRM may investigate reported issues by reviewing:

* Application logs.
* System information.
* Error messages.
* Relevant configuration information.
* Technical records associated with the affected service.
* Information supplied by the customer.

Customers may be asked to provide additional information or cooperate with reasonable troubleshooting steps.

Moleculli CRM will not request a customer's password or other authentication credentials through ordinary support communications.

Customers should not send passwords, authentication tokens, payment card information, or other unnecessary sensitive information through support channels.

9. Customer Responsibilities

Customers are responsible for:

* Maintaining the security of their account credentials.
* Assigning appropriate user roles and permissions.
* Ensuring authorized users follow applicable security requirements.
* Providing accurate information when submitting support requests.
* Cooperating with reasonable troubleshooting requests.
* Maintaining supported browsers, devices, networks, and operating environments.
* Maintaining appropriate backups or exported records where required by their business processes.
* Ensuring that users do not intentionally misuse the platform.
* Informing Moleculli CRM when a reported issue has been resolved or is no longer occurring where appropriate.

Customers should not provide confidential information that is not necessary for investigating the reported issue.

10. Third-Party Services

Moleculli CRM may integrate with third-party services, platforms, APIs, payment providers, messaging services, communication providers, hosting providers, or other external systems.

An issue caused by a third-party service may require investigation or resolution by that third party.

Moleculli CRM may assist with identifying whether a third-party dependency appears to be contributing to an issue, but Moleculli CRM cannot guarantee the availability, performance, or response time of an independent third-party service.

11. Planned Maintenance

Moleculli CRM may periodically perform planned maintenance, upgrades, security updates, infrastructure changes, or other activities necessary to maintain and improve the platform.

Where reasonably practical, customers may be notified in advance of planned maintenance that is expected to materially affect service availability.

Emergency maintenance may sometimes be required without advance notice where necessary to protect security, data integrity, infrastructure, or service availability.

12. Service Outages

During a confirmed service outage, Moleculli CRM may provide updates through appropriate communication channels.

Customers should avoid submitting multiple duplicate support requests for the same confirmed incident unless specifically requested by the support team.

Moleculli CRM may consolidate related support requests into a single incident for investigation and communication.

13. Security Incidents

Suspected security incidents should be reported immediately through the designated security or support contact.

Examples may include:

* Suspected unauthorized account access.
* Suspected unauthorized access to customer data.
* Lost or compromised credentials.
* Suspicious activity involving the customer's account.
* Suspected security vulnerabilities.

Customers should provide relevant information necessary to investigate the incident while avoiding unnecessary disclosure of passwords, authentication tokens, or other sensitive credentials.

Security incidents may be handled separately from ordinary product support requests.

14. Data and Privacy

Support personnel may need access to limited information associated with a customer's account to investigate a support request.

Moleculli CRM will handle customer information according to the applicable Privacy Policy, Terms & Conditions, and other contractual obligations.

Customers should avoid including personal, confidential, financial, or other sensitive information in support requests unless it is reasonably necessary for investigation.

15. Exclusions from Standard Support

Standard support does not necessarily include:

* Custom software development.
* Development of customer-specific features.
* Custom reports or dashboards.
* Custom integrations unless included in the customer's plan.
* Business process consulting.
* Data entry on behalf of customers.
* Cleaning or restructuring customer data.
* Recovery of information that was intentionally deleted by authorized users, except where a separate recovery service or backup may be available.
* Problems caused by unsupported third-party software or environments.
* Problems caused by unauthorized modifications or misuse of the platform.
* Training beyond the support resources included in the customer's subscription.
* Issues resulting from customer-controlled infrastructure or configuration outside Moleculli CRM.

Additional professional services may be available under a separate agreement.

16. Feature Requests

Customers may submit suggestions for new features, improvements, integrations, reports, workflows, or other product enhancements.

Submitting a feature request does not guarantee that the feature will be developed or implemented.

Moleculli CRM may evaluate requests based on customer needs, technical feasibility, security, product strategy, resources, and other considerations.

17. Escalation

If a support request requires additional investigation, Moleculli CRM may escalate it internally to an appropriate technical, engineering, security, or management team.

Customers may request escalation when:

* The reported issue has a significant business impact.
* The issue remains unresolved after reasonable troubleshooting.
* The customer believes the assigned priority does not reflect the actual impact.

Escalation does not automatically change the priority or guarantee a particular resolution time.

18. Support Communications

Moleculli CRM may communicate with customers through email, support tickets, telephone, or other approved channels.

Customers should ensure that their account contains accurate contact information.

Moleculli CRM may use the contact information provided by the customer to communicate regarding support requests, service incidents, maintenance, security matters, and other service-related matters.

19. Misuse of Support Services

Customers must not intentionally abuse support services.

Examples of misuse may include:

* Repeatedly submitting duplicate requests without additional information.
* Providing intentionally false information.
* Using abusive, threatening, discriminatory, or inappropriate language toward support personnel.
* Attempting to obtain unauthorized access to internal systems through support channels.
* Using support channels for activities unrelated to the services provided.

Moleculli CRM may take reasonable action in response to serious or repeated misuse while continuing to handle legitimate and critical service issues appropriately.

20. Changes to this Support Policy

Moleculli CRM may update this Support Policy from time to time to reflect changes to its services, support processes, technology, legal requirements, or business operations.

The latest version will be made available through the Moleculli CRM website or customer portal.

Where required, customers may receive notice of material changes through an appropriate communication channel.

21. Contact Us

For support-related questions, please contact:

Moleculli CRM Support

Email: [[support@yourdomain.com](mailto:support@yourdomain.com)]

Phone: [Insert Support Phone Number]

Support Portal: [Insert Support Portal URL]

Support Hours: [Insert Support Hours and Time Zone]

For questions relating to privacy, billing, refunds, subscriptions, or other matters, customers should use the relevant contact channel specified in the applicable policy or customer agreement.

22. Policy Information

Policy Name: Moleculli CRM Support Policy
Version: 1.0
Effective Date: [DD Month YYYY]
Last Updated: [DD Month YYYY]

This Support Policy is provided for general information and may be supplemented by customer-specific agreements, subscription plans, Service Level Agreements (SLAs), or other contractual terms.