Support Policy

This Support Policy outlines how Simtec IT delivers technical assistance for MyFurnitureCloud, including service scope, response times, support tiers, and escalation procedures.

1. Scope of Support

Covered Services:

  • Diagnosing and resolving errors in Simtec IT’s software or managed hosting environment.
  • Technical issues impacting system performance or stability.

Not Covered:

  • Customization or development work.
  • Formal training or onboarding.
  • Complex configurations or process redesigns.
  • Third-party software or hardware issues (unless under separate agreement).

Requests outside this scope will be quoted separately under a relevant services agreement.

2. Support Plans & Hours

Monthly Allotment: 4 hours of free technical support per month, during business hours (Mon–Fri, 9:00 AM–6:00 PM CST). Hours are non-rollover.

Additional Support:

  • Standard Rate: $200/hour
  • 20-hour pack: $175/hour
  • 40-hour pack: $150/hour

Purchased hours never expire and can be used for technical support, training, configuration, or development services.

3. Hours of Operation

Support is available Monday–Friday, 9:00 AM–6:00 PM CST. Adjusted for other U.S. time zones as needed.

Public holiday exceptions will be communicated in advance.

4. Support Channels

  • Email/Ticket System: Submit via email or portal for tracking and reference.
  • Phone Support: Available for urgent matters during business hours.
  • Self-Service: Access knowledge base, FAQs, and troubleshooting guides.

5. Response & Resolution Targets

Priority 1 – Critical: Respond in 2 business hours, work continuously until resolved.

Priority 2 – High: Respond in 4 business hours, typically resolved in 1–2 days.

Priority 3 – Normal/Low: Respond by next business day, typically resolved within 3–5 days.

6. After-Hours / Emergency Support

Available for production-stopping incidents during nights, weekends, or high-traffic events (e.g., Market).

  • Must use the dedicated emergency line.
  • Issue is triaged and escalated if appropriate.
  • Billable against purchased hours or at standard rate.
  • 24/7 coverage not guaranteed but provided when staff availability allows.

7. Escalation Process

  1. Triage: Initial ticket logging and priority assignment.
  2. Secondary Review: Escalated to senior technical staff if unresolved.
  3. Management Escalation: Technical Director or leadership involvement for critical issues.

8. Hosting & Service Continuity

Your system is hosted in an environment managed by Simtec IT in partnership with a trusted provider. We monitor and communicate incidents proactively and coordinate resolution directly.

9. Revisions & Changes

This Support Policy may be updated from time to time. Material updates will be communicated via email or our website.

10. Contact Us

Email: support@simtecitglobal.com

Ticket System: Access provided upon onboarding for active clients only.