ADL Constructions – Support Policy

This Support Policy outlines how ADL Constructions (“Company”, “we”, “our”, or “us”) provides technical and operational support to users of our digital ecosystem, including the ADL Client, Staff, and Admin Mobile Applications, as well as the ADL Admin Web Portal. It applies to all Clients, Staff, and Admin users.

1. Purpose of This Support Policy

The purpose of this Support Policy is to:

• Ensure consistent and reliable support for all Platform users
• Define clear expectations for response times and resolution
• Protect project data integrity and maintain secure operations
• Provide a professional and transparent support experience

Support covers features such as login, project access, logs, attendance, uploads, billing, chat, and admin management.

2. Support Channels

• Email Support: Contact us at [Insert Support Email Address]
• In-App Support: Available in “Help & Support” sections within the Client and Staff Apps.
• Admin Support Channel: For dashboard or project configuration issues — [Insert Admin Support Contact]
• Emergency Support: Critical outages may be reported at [Insert Emergency Hotline or Priority Email]

3. Supported Issue Types

ADL provides both technical and operational support. The main categories include:

A. Technical Support

• Login and authentication issues
• App crashes or UI errors
• Upload failures or performance issues
• Admin dashboard errors and permission issues

B. Operational Support

• Incorrect or missing project data
• Attendance and daily log issues
• Invoice or documentation errors
• Chat synchronization or message delivery problems

C. Account & Profile Issues

• Updating contact details or roles
• Account closure requests
• Data correction or export requests

4. Issues Not Covered by Support

• Physical construction or on-site issues
• Device hardware problems
• Third-party service outages
• Personal disputes or unauthorized modifications
• Extended training requests

5. Support Availability

Standard Hours: Monday to Saturday, 10:00 AM – 6:00 PM (IST)
Emergency Support: 24/7 for critical system failures such as outages or data breaches.

6. Response Time & Resolution SLA

• Severity 1 – Critical: Response in 1 hr / Resolution in 12–24 hrs
• Severity 2 – High: Response in 4 hrs / Resolution in 1–2 days
• Severity 3 – Medium: Response in 24 hrs / Resolution in 3–5 days
• Severity 4 – Low: Response in 48 hrs / Resolution in 7–14 days

7. User Responsibilities

• Provide accurate details and screenshots
• Maintain login confidentiality
• Respond promptly to support follow-ups

8. ADL Responsibilities

• Maintain secure and stable operations
• Protect data under DPDP Act, 2023
• Ensure timely fixes and communication
• Escalate severe issues appropriately
• Train all support staff in security and privacy practices

9. Escalation Matrix

1. Support Executive – general inquiries
2. Technical Specialist – app or portal bugs
3. Platform Administrator – database or authentication issues
4. Data Protection Officer – privacy or DPDP compliance matters
5. Executive Management – unresolved or critical escalations

10. Data Protection in Support

• Access limited to issue-relevant data only
• No personal data shared externally
• All logs anonymized when possible
• Sensitive data handled over secure channels only
• Support tickets deleted after resolution

11. Modification of Support Policy

ADL reserves the right to modify or update this Support Policy to reflect technological or regulatory changes. Updates take effect upon publication.

12. Contact Information

ADL Constructions – Support Desk
Email: lsoptimaize@gmail.com
Phone: +919632383334
Emergency Outage Hotline: [Insert Emergency Hotline]