Ticket & Support Policy

1. Introduction

This Ticket & Customer Support Policy governs the customer support, technical assistance, warranty coordination, software guidance, and service-related operations provided by MORIX Innovations Private Limited for its hardware products, software licenses, cloud services, subscriptions, and related solutions. By raising a support request, generating a service ticket, contacting customer care, or using MORIX support services, the customer agrees to comply with this policy and all applicable company terms.

2. Ticket Generation & Support Process

Customers may raise support requests through authorized MORIX communication channels including the official MORIX website, customer support portal, registered email communication, official customer care numbers, assigned Account Manager, and authorized dealer or distributor support channels. Each support request may be assigned a unique ticket/reference number, issue category classification, support priority level, and ticket status tracking. MORIX reserves the right to categorize, prioritize, transfer, hold, or close tickets based on technical assessment and operational requirements.

3. Information Required for Support

For proper diagnosis and support processing, customers may be required to provide customer/company name, registered mobile number and email ID, invoice or order details, device serial number, product or software information, issue description with screenshots/videos wherever required, installation/internet/network details, and remote access support permissions if necessary. Incomplete, incorrect, or misleading information may delay support timelines or affect issue resolution.

4. Scope of Support Services

Support services may include device installation guidance, software setup and activation assistance, online software training, technical troubleshooting support, warranty-related service coordination, cloud or subscription-related assistance, account/login support, feature guidance and operational support, basic configuration assistance, and user guidance through manuals or tutorials. Support scope may vary depending on product category, active subscription or license status, warranty eligibility, AMC/support agreement, and technical feasibility.

5. Support Timelines & Resolution

MORIX shall make commercially reasonable efforts to respond to support requests during official business hours. Issue resolution timelines may vary depending on technical complexity, remote or onsite support requirements, internet/network dependency, spare parts availability, customer coordination, third-party integrations or software dependency, and hardware inspection requirements. MORIX does not guarantee fixed turnaround times or immediate resolution for all support requests.

6. Remote Support & Online Assistance

MORIX may provide technical support remotely through phone calls, Google Meet sessions, video calls, remote desktop tools, email support, and online troubleshooting sessions. Customers may also receive user manuals, installation guides, video tutorials, technical documentation, and online operational training. Customers shall ensure proper internet connectivity, power availability, and system accessibility during remote support sessions.

7. Onsite Visit & Physical Support Policy

• Onsite visits, installations, inspections, or physical technical support may be chargeable depending on warranty conditions, customer location, project scope, service requirements, and AMC/support contract availability.
• Scheduling of onsite visits shall depend on technical team availability, operational planning, and service priority.
• Transportation, lodging, site handling, installation tools, logistics, or travel-related expenses for onsite support may be additionally chargeable wherever applicable.

8. Ticket Closure Policy

A support ticket may be marked as closed when the issue has been resolved, technical guidance has been provided, customer confirmation has been received, the customer remains non-responsive for a reasonable period, the issue falls outside warranty or support scope, required customer-side actions are not completed, or the issue is caused by third-party systems or unsupported infrastructure. Closed tickets may require fresh review or a new ticket for further assistance.

9. Unsupported & Non-Covered Issues

Support services may not be provided for issues arising due to unauthorized hardware or software modifications, third-party applications/APKs/integrations, customer misuse/negligence/mishandling, improper installation or electrical setup, virus/malware/ransomware/cyberattack-related issues, internet/network failures at customer premises, expired subscriptions or inactive licenses, out-of-warranty hardware damage, environmental damage/moisture/corrosion/voltage fluctuation, or unauthorized repair attempts by third parties.

10. Customer Responsibilities

Customers are responsible for providing accurate technical and operational information, maintaining proper electrical infrastructure and internet connectivity, following installation and operational guidelines, maintaining data backup and account security, and cooperating with the MORIX technical team during diagnosis and support. Failure to provide proper cooperation or required information may affect support quality, timelines, or service eligibility.

11. Communication & Escalation Policy

• MORIX may assign a dedicated Account Manager or support coordinator for communication and customer assistance.
• Customers must communicate only through authorized MORIX channels for official ticket records and support tracking.
• Escalation requests shall be internally reviewed by the MORIX support, technical, or management team depending on issue severity and operational requirements.

12. Limitation of Support Liability

MORIX shall not be held liable for business interruption or operational loss, customer downtime or revenue loss, data loss or software corruption, internet or network-related failures, third-party software or integration failures, delays caused by customer-side infrastructure problems, cloud/server dependency interruptions, or indirect, incidental, or consequential damages. All technical support and assistance shall be provided on a commercially reasonable effort basis subject to operational feasibility, warranty conditions, and company support policies.