Privacy Policy

Support is provided by the iTech Team exclusively for systems and plugins developed, distributed, or managed by iTech, including the iTech-CRM system and its related plugins.

Support is available only to clients with an active paid support plan. There is no free technical support.

All services, development, customization, mentorship, or emergency work require full payment to be completed before any work begins. No work will start without confirmed payment.

What We Sell & Support

A core CRM system (open-source); however, the iTech Team operates and supports only its own customized version.
The original CRM source code may be sold or distributed by other parties. Such versions are not supported by iTech.
We do not sell the core CRM source code or third-party licenses.
We issue only iTech software licenses for our customized version of the system and plugins.
All iTech offerings are based on customization, services, and paid support plans provided exclusively for our maintained version of the CRM.
Plugins for the system may be developed by multiple independent developers; not all plugins are developed or maintained by the iTech Team.
Ownership of any software does not include support unless an active paid support plan is in place.

Scope of Support (Paid Plans Only)

With an active paid support plan, the iTech Team provides:

Bug fixing for the CRM system and official iTech plugins
Troubleshooting system-level issues related to our software
Assistance with issues affecting system stability or functionality
Support for related services connected to the CRM and system, including but not limited to:
- Hosting environments
- Servers
- CRM infrastructure
- Third-party services such as Twilio, Cloudflare, CDN services, email/SMS gateways, and similar tools

What Is Not Included Without a Paid Plan

No support without an active paid support plan
No training or teaching on how to use the system
No onboarding, tutorials, or usage guidance unless explicitly included in a paid plan
Community, open-source, or self-hosted usage without a support plan is unsupported

Custom Work & Development (Paid Services)

The iTech Team offers paid services including:

Custom development
System customization
Plugin customization
Feature extensions
Performance optimization
Architecture changes

All development, customization, or mentoring requests must:

Be submitted through the official ticketing system
Be clearly documented in the ticket
Be fully paid in advance

No development or customization work will be accepted or started outside the ticketing system or without full payment.

Mentorship & System Guidance (Paid Plans)

As part of paid services, iTech may provide mentorship and guidance related to:

CRM systems
Server setup and maintenance
Hosting environments
System architecture and best practices

Mentorship is strictly part of paid plans and handled only through tickets.

Support Refund Policy

The following refund policy applies to all support services provided by the iTech Team.

Unresolved Issues

If the reported issue cannot be resolved by the iTech Team after proper investigation and client cooperation, a refund may be issued.
Approved refunds will be processed within 10–15 business days.

Recurring Issues After Resolution

If an issue has been fixed and reoccurs after 3 days, no refund will be issued.
The iTech Team may review the issue again only to confirm whether it is caused by the same original problem and not due to new changes, third-party actions, system updates, or external factors.

Non-Refundable Plans

All support plans, services, and paid work are non-refundable once work has started, including but not limited to:

Support plans
Custom development
Customization services
Mentorship or consulting
Emergency or at-risk support

By purchasing or using iTech support services, you acknowledge and agree to this refund policy.

Support Ticket System & Communication

All support, development, and service requests must be submitted through the official ticketing system
The ticketing system is the only communication channel used to handle requests
Requests sent via email, phone, or private messages are not considered valid support requests

Support Ticket Priorities & Response Times

The iTech Team uses the following priority levels:

Low Priority: Response within 5 business days
Medium Priority: Response within 3 business days
High Priority: Response within 24 hours
Urgent Priority: Response within 3 hours (client cooperation required)

Response times depend on both the assigned priority and client cooperation. Timely responses from the customer are required to achieve resolution goals.

Ticket Lifetime

Tickets remain open for 48 hours
If no response is received from the client within 48 hours, the ticket will be automatically closed
Reopened or new tickets may be required if the issue persists

At-Risk / Emergency Support

At-risk support may be provided at the discretion of the iTech Team when a system is critically affected.

All required access must be provided upfront, including:

Website URL
Website credentials
Hosting credentials
Server access
Any related third-party service credentials (e.g., Twilio, Cloudflare, AWS, CDN, etc.)

Two-factor authentication must be temporarily disabled during investigation.

Emergency work requires full payment, and invoices may be issued immediately or after resolution, depending on the situation.

Related Policies

This policy is part of the iTech CRM governance framework. Additional policies governing the use of the platform are available on our website.

These policies may include, but are not limited to:

For transparency and easy access, all official iTech CRM policies are displayed in the footer of each policy page on our website.

Clients are responsible for reviewing all applicable policies before using or continuing to use the iTech CRM platform.

By engaging with iTech CRM, you acknowledge our role as your technical partner and service provider. We are committed to your growth through flexibility, transparency, and elite technical execution.