Support policy

Last updated: 9 August 2026

This Support Policy describes the standard support ArkenApps provides for generally available software products. A quotation, enterprise agreement, product page, or paid support plan may provide different or additional service levels.

1. Standard support

Standard support is intended to help legitimate users install, activate, configure, and use supported ArkenApps software and to investigate reproducible product defects. It is provided remotely, principally by email.

2. How to contact support

Email support@arkenapps.com. Include the product name and version, order or licence reference where applicable, operating system, a clear description of the issue, steps already tried, and the exact error message where available.

Do not send passwords, full payment-card details, private keys, production credentials, or unnecessary confidential records. If a sample file is required to reproduce a defect, use a redacted or synthetic sample wherever practical.

3. What standard support covers

• installation and first-run guidance for supported environments;
• licence-key, activation, and legitimate device-transfer assistance;
• explanation of documented product features and settings;
• investigation of reproducible errors or unexpected behaviour in supported releases;
• reasonable workarounds and corrected builds where appropriate; and
• guidance on available updates and known compatibility requirements.

4. What standard support does not include

• custom development, bespoke features, integrations, scripting, report design, or workflow consultancy;
• data entry, data cleansing, recovery of deleted customer data, forensic analysis, or administration of customer systems;
• training beyond normal product guidance;
• support for modified, cracked, pirated, or unsupported builds;
• troubleshooting third-party products, unsupported operating systems, networks, group policies, antivirus products, storage devices, or damaged files except where reasonably necessary to isolate an ArkenApps defect;
• guaranteed response or resolution times unless a paid plan or written agreement expressly provides them; or
• continuous compatibility with future third-party software, file formats, operating systems, or hardware.

5. Response and prioritisation

ArkenApps handles support in a commercially reasonable manner, with priority given to security issues, licence failures affecting legitimate users, repeatable defects that prevent normal use, and issues affecting multiple customers. Standard support does not constitute a 24/7 service or a service-level agreement.

6. Supported versions

Support is ordinarily provided for the current generally available release and, where practical, a recent prior release. We may ask a customer to install an available maintenance update before continuing an investigation where the update addresses the relevant component or materially improves diagnostics.

7. Fixes and updates

A reported issue does not guarantee a code change. ArkenApps may resolve an issue through documentation, configuration guidance, a workaround, a maintenance release, or a future product update. Security, reliability, and data-integrity issues receive particular attention.

8. Remote assistance

Where remote access would materially assist troubleshooting, it will be arranged only with the customer's express permission and using an agreed method. The customer should remain present or otherwise control access, and is responsible for ensuring that remote assistance is permitted by its internal policies.

9. Customer responsibilities

Customers are responsible for maintaining lawful software installations, current backups, adequate storage, supported operating systems, reasonable endpoint security, and appropriate permissions. Before applying an update or performing troubleshooting that could affect business data, customers should maintain a current backup or export appropriate to the product.

10. Security reports

Potential security vulnerabilities should be reported privately to support@arkenapps.com or arkenapps@outlook.com. Please provide enough technical detail for us to reproduce the issue, avoid accessing data that is not yours, and allow reasonable time for investigation before public disclosure.

11. Abuse of support

ArkenApps may limit or refuse support where communications are abusive or threatening, where the requester seeks assistance with piracy or unlawful activity, or where repeated demands fall materially outside the purchased support scope. This does not affect mandatory rights relating to a legitimate defect or transaction.

Contact

General and legal enquiries: arkenapps@outlook.com
Product support: support@arkenapps.com
Website: arkenapps.com
Business location: Srinagar, Jammu and Kashmir, India

This Support Policy is published by ArkenApps, a software enterprise registered with the Ministry of Micro, Small & Medium Enterprises, Government of India (Udyam Registration No. UDYAM‑JK‑21‑0078157), based in Srinagar, Jammu and Kashmir, India.