/ Existing customers
Product support for existing customers.
Existing customers use the support path named in their agreement. If you cannot reach it, write to sales@suryatechnologies.com and say that you are an existing customer; the message is routed to product support, not to new business.
Product faults inside the accepted scope are Surya's to resolve, at no consulting fee. If your question is about a change to the standard, say so and it is routed to the product change process.
sales@suryatechnologies.com/ Before you buy
What support is specified before purchase.
Product support covers faults within the scope you purchase. Your written proposal identifies incident priorities, escalation and any field-response coverage for the products you select. Coverage is three shifts, 365 days a year; response commitments are set per scope.