Service Scope & Support Policy

SERVICE SCOPE & SUPPORT POLICY (SLA)

Last Updated: June 1, 2026

1. Purpose and Framework

This Service Scope and Support Policy ("Policy" or "SLA") establishes the definitive boundaries of the value-added procurement, onboarding, and administrative assistance provided by SOFTUNE TECHNOLOGIES ("Platform", "Website", "we", "us", or "our") to our customers. Our platform operates strictly as an independent digital services procurement helper and license reseller managed via a Sole Proprietorship business framework in India.

As an inquiry-based service entity, we emphasize setting clear operational expectations regarding what tasks fall within our administrative scope, our standard service fulfillment windows, and the exact limits of our technical customer assistance. By accepting our customized commercial quote and clearing our official invoice, you formally accept the service parameters defined herein.

2. Included Scope of Service (What We Do)

Our value proposition is designed to remove the friction of digital tools administration. Our included services are strictly limited to the following technical and operational tasks:

• License Procurement & Provisioning: Interacting with authorized wholesale distribution networks to secure genuine software access, product keys, or cloud seat licenses (e.g., Adobe Creative Cloud, Microsoft 365, Canva Pro, Autodesk) based on your invoice specs.
• Account Activation Support: Providing systematic guidance to map the newly procured license keys or admin permissions to your designated email profile or end-user accounts.
• Admin Onboarding Assistance: Offering foundational setup walkthroughs or step-by-step guidance parameters to assist workspace administrators in creating profiles or setting up baseline platform credentials.
• Subscription Lifecycle Monitoring: Tracking license expiration timelines and providing timely, structured renewal invoicing alerts to safeguard your team against workspace downtime.

3. Explicit Exclusions from Service (What We Do NOT Do)

The following operational tasks are strictly excluded from our support scope:

• Core Product Bug Resolution: Fixing source-code bugs, application crashes, system runtime vulnerabilities, or UI glitches inside third-party tools (e.g., if Adobe Premiere Pro crashes during video rendering, or an AutoCAD database corrupts, this must be addressed directly by Adobe or Autodesk support).
• Custom Training & Technical Training: Providing operational training, workflows coaching, or technical tutorials on how to execute features within the software applications (e.g., teaching staff how to write spreadsheets in Excel or create graphics in Canva).
• Local Environment Troubleshooting: Fixing internet bandwidth choke-points, operating system registry errors, virus definitions, or local firewall configurations on individual client terminal hardware.
• Data Backup and Data Recovery: Managing or recovering cloud asset folders, local project directories, or missing cloud profiles. Keeping localized system backups remains the customer's standalone operational responsibility.

4. Provisioning Turnaround Timelines (SLA)

Once a customized inquiry has been evaluated, an official quote approved, and payment cleared via our authorized banking paths, we commit to the following standard license delivery timelines:

• Standard Delivery Window: Most subscription accesses or license activation keys are successfully deployed within 24 to 48 business hours.
• Extended Delivery Conditions: Certain specialized enterprise plans or specific technical tiers (such as custom Autodesk volume bundles) require unique processing arrays through external wholesale distribution clearing desks and may consume up to five (5) business days. Our team will explicitly denote such thresholds on your customized invoice statement.

5. Support Operations Window & Response Matrices

Our personalized assistance desk operates during structured business windows to provide predictable communication channels for businesses and creators:

• Standard Support Hours: 10:00 AM to 7:00 PM Indian Standard Time (IST), Monday through Saturday.
• Exclusions: Support services are non-operational on Sundays and national public holidays declared within the Republic of India.
• Inquiry and Quote Responses: All incoming website inquiry forms submitted across our platform catalog will be reviewed, and an initial response or follow-up pricing grid will be issued within 12 to 24 hours.
• Activation Support Response SLA: If an active client experiences an issue mapping or activating a newly paid license key, incoming support tickets received within business hours will be acknowledged and reviewed within 4 to 6 business hours.

6. Customer Prerequisites & Responsibilities

The successful execution of our license provisioning and onboarding support parameters depends on client cooperation. To maintain our support SLA, customers are required to:

• Provide Accurate Profile Records: Supply error-free email structures, account IDs, and user counts via our forms or follow-up communications. We hold zero liability for license mis-assigned due to customer typos.
• Verify Hardware Baseline Metrics: Ensure that all intended user terminal workstations completely fulfill the physical system specs and OS frameworks mandated by the primary software creators.
• Execute Timely Setup Requests: Engage actively with our support desk during scheduled onboarding sessions. Delayed setup confirmations on the customer's end will void our standard delivery turnaround window.

7. Contacting the Support Desk

To open an official support ticket, request deployment assistance, or report activation anomalies, please communicate directly through our official channels during operating hours:

• Official Email Support: support@softune.in
• WhatsApp / Phone Support: +91 95288-40635

When submitting a support claim, please include your original Paid Invoice Number, the primary Software Title requiring support, and a description or screenshot of the activation error to ensure rapid processing.