Support Policy

Simetrix Consult Ltd. | Effective date: [Insert Date] | Last updated: [Insert Date]

1. Support Channel

Support is provided by email at support@simetrixconsult.com. Customers should use this mailbox for technical issues, activation issues, licensing questions, bug reports, and general product support inquiries.

2. Support Availability

Standard support is available on business days, excluding Bulgarian national holidays. The standard response time is up to forty-eight (48) hours, excluding Bulgarian national holidays.

Response time means the time to provide an initial response or request for additional information. It does not guarantee final resolution within that period.

3. Eligibility for Support

Support is available to Customers with an active paid subscription or active approved trial subscription. Simetrix Consult may deny or limit support where:

• the subscription has expired;
• payment is overdue;
• the product has been modified, tampered with, or used outside the licensed scope;
• the managed solution has been altered or unsupported customizations interfere with the product;
• the issue is caused by unsupported Microsoft platform changes, third-party extensions, Customer customizations, or environmental restrictions.

4. Bug Reporting Requirements

To report a bug, the Customer should provide:

• product name and version;
• Dynamics 365 / Power Apps environment URL;
• description of the issue;
• clear steps to reproduce;
• expected result;
• actual result;
• screenshots or screen recordings where useful;
• browser and device information where relevant;
• date and time of occurrence;
• any relevant error messages.

5. Customer Cooperation

The Customer must provide reasonable cooperation, diagnostic information, reproduction steps, access to relevant non-sensitive configuration details, and timely responses to support questions. Delays in Customer cooperation may delay resolution.

6. Scope of Support

Support may include:

• activation and licensing assistance;
• installation and update guidance;
• configuration guidance for supported scenarios;
• investigation of reproducible product bugs;
• workarounds where available;
• bug fixes in future product versions where appropriate.

7. Out-of-Scope Support

Unless separately agreed in writing, support does not include:

• custom development;
• Customer-specific solution architecture;
• Dynamics 365 environment administration unrelated to the product;
• Microsoft licensing advice;
• issues caused by unsupported customizations or third-party components;
• training, workshops, or implementation services;
• support for modified or tampered product components;
• support for environments without valid Microsoft licensing.

8. Updates and Maintenance

Updates are included during an active subscription. Updates may include bug fixes, compatibility improvements, performance improvements, minor enhancements, and security improvements.

Updates are not installed automatically. The Customer is responsible for importing or deploying new managed solution versions into the relevant environment. The Customer should test updates before applying them to production.

9. Bug Fixes

Simetrix Consult will assess reported bugs and make commercially reasonable efforts to resolve confirmed product defects. Not every reported issue will qualify as a product bug. Resolution may be delivered as a workaround, configuration recommendation, documentation update, or future product update.

10. No Guaranteed Resolution

Simetrix Consult will assess and assist with every valid support inquiry, but does not guarantee that every issue can be resolved, especially where the root cause is related to Microsoft platform limitations, Customer-specific customizations, third-party components, unsupported configurations, network restrictions, or insufficient diagnostic information.

11. License Validation and Access Issues

If access is blocked due to a licensing validation issue, the Customer should contact support@simetrixconsult.com. If Simetrix Consult confirms that lost access was caused by a licensing system issue within Simetrix Consult’s control, Simetrix Consult may adjust the subscription expiration date by the confirmed number of lost access days, as described in the Licensing Policy.

12. Customer Business Data

Customers should not send confidential business data, personal data, credentials, secrets, access tokens, or production records by email unless specifically requested and protected through an agreed secure method. Support requests should use screenshots, test records, logs, or sanitized examples where possible.

13. Security Issues

Suspected security issues should be reported immediately to support@simetrixconsult.com with enough technical detail to investigate. Customers must not publicly disclose suspected vulnerabilities before Simetrix Consult has had reasonable time to assess and address the issue.

14. Abuse of Support

Simetrix Consult may restrict or refuse support in cases of abusive communication, repeated unsupported requests, license misuse, attempted license bypassing, product tampering, unauthorized redistribution, or other breaches of the Product Terms and Conditions or End User License Agreement.

15. Contact

For support, contact support@simetrixconsult.com.