Support Policy

Support is provided exclusively by the iTech Team for systems and plugins developed, distributed, customized, or officially maintained 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, audit work, emergency work, or consulting require full payment confirmation before any work begins.

No work will start without confirmed payment.

What We Sell & Support

  • A core CRM system (open-source); however, iTech supports only its own customized and maintained version.
  • The original CRM source code may be sold or distributed by other parties. Those 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 system and official plugins.
  • All iTech offerings are based on paid customization, paid services, and paid support plans.
  • Plugins may be developed by independent developers; not all plugins are developed or maintained by iTech.

Ownership of software does not include support unless an active paid support plan is in place.

Licensing Alignment (Mandatory First Step)

Before initiating any management or support plan, licensing validation and alignment must be completed across all systems to ensure compliance, stability, and activation accuracy.

Scope of Support (Paid Plans Only)

With an active paid support plan, iTech provides:

  • Bug fixing for the CRM and official iTech plugins
  • Troubleshooting system-level issues related to our maintained software
  • Stability and functionality issue resolution
  • Support for related infrastructure, including:
    • Hosting environments
    • Servers
    • CRM infrastructure
    • Third-party services (Twilio, AWS, Cloudflare, CDN, SMS/email gateways, etc.)

What Is Not Included Without a Paid Plan

  • No support without an active paid plan
  • No training or onboarding
  • No tutorials or usage guidance unless explicitly included
  • No community or open-source usage support
  • No system access reviews outside paid engagement

Custom Work & Development (Paid Services)

The iTech Team offers paid services including:

  • Custom development
  • Feature extensions
  • Plugin customization
  • Performance optimization
  • System architecture changes
  • API integrations
  • Backend restructuring

All development work:

  • Must be submitted through the official ticket system
  • Must be clearly documented
  • Must be estimated and approved
  • Must be fully paid in advance

New feature development is billed at $75 per hour (estimated and approved prior to execution).

Marketplace add-ons must be purchased separately.
Included system integrations remain free of charge.

No development or customization work will begin outside the ticket system or without full payment.

Engagement Commitment Requirement

To initiate any management plan, the first six (6) months must be paid in advance.

Due to infrastructure size and stabilization requirements, significant senior resources are allocated during the initial phase. The six-month advance secures resource allocation and protects both parties in the event of early cancellation.

Mentorship & System Guidance (Paid)

Mentorship and guidance may include:

  • CRM best practices
  • Server architecture planning
  • Infrastructure scaling
  • Performance planning

Mentorship is part of paid plans and handled only via tickets.

Support Ticket System & Communication

All support and service requests must be submitted through the official support portal.

We do not process or respond to support requests via:

  • Direct email
  • Phone calls
  • Personal messaging
  • Social media

We operate with a multi-department structure across multiple time zones. Tickets are automatically routed to qualified team members.

Management does not handle support tickets directly.

If direct communication coordination (email/call-based assistance) is required, this is available under a $2,000/month Dedicated Agent plan.

Support Ticket Priorities & SLA

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 is mandatory.

If the client does not respond within required timeframes:

  • Urgent → downgraded to High
  • High → downgraded to Medium
  • Medium → downgraded to Low

Ticket Lifetime

Tickets remain open for 48 hours awaiting client response.

If no response is received within 48 hours, the ticket will be automatically closed.

A new ticket may be required if the issue persists.

Privacy & Personal Contact Policy

Clients must not request or attempt to obtain personal contact information of iTech employees, including:

  • Personal email addresses

  • Personal phone numbers

  • Social media accounts

  • Private messaging platforms

  • Any other personal contact details

iTech employees are strictly prohibited from sharing personal contact information with clients.

All communication must remain within official company channels and the support portal.

Requests for personal information, direct private communication, or off-platform contact are considered a violation of company policy and may result in immediate termination of services.

Exclusive Technical Governance & Access Control

Upon execution of the service agreement, iTech will assume primary technical responsibility and governance over all managed infrastructure and systems covered under the engagement.

To ensure system stability, security, accountability, and proper version control, all technical access and modifications must be coordinated through the designated iTech resource.

No third-party developers, agencies, freelancers, internal staff, or external technical personnel may access, modify, deploy, or alter any managed resources without prior written approval from iTech and structured coordination.

This includes, but is not limited to:

  • AWS infrastructure and hosting environments

  • Servers and databases

  • CRM systems and related plugins

  • Custom code and integrations

  • API configurations

  • Security settings and access controls

  • Backup and recovery systems

If collaboration with an external party is required, access must be formally requested and approved in writing to ensure proper supervision, documentation, and system integrity.

Any unauthorized access or uncoordinated technical modifications may result in:

  • Temporary suspension of SLA commitments

  • Required system revalidation before support continues

  • Adjustment of liability coverage related to system performance

This structure ensures operational clarity, protects system integrity, and maintains a single point of technical accountability.

At-Risk / Emergency Support

Emergency support may be provided at iTech’s discretion when systems are critically affected.

Full access must be provided upfront, including:

  • Website URL
  • Website credentials
  • Hosting credentials
  • Server access
  • Third-party service credentials
  • Temporary disabling of 2FA if required

Emergency work requires full payment. Invoices may be issued immediately.

Professional Conduct & Communication Policy

All communication must remain respectful and professional.

Harassment, abusive language, threats, or inappropriate conduct toward any member of the iTech Team will result in immediate suspension or termination of services without refund.

Governance

By using iTech systems, licenses, and services, you agree to this Support Policy and all related governance documentation provided by iTech.