SoftPulse Technologies SMC Pvt Ltd
Last Updated: [Insert Date]
At SoftPulse Technologies SMC Pvt Ltd, we are committed to delivering reliable, timely, and effective technical support to ensure seamless use of our software, IT services, and digital solutions for all clients. This Support Policy outlines the types of support we offer, hours of availability, and response expectations.
We provide technical assistance and product support for the following:
Licensed software products developed and sold by SoftPulse Technologies
Software implementation, installation, and updates
Integration with third-party systems (when applicable)
Troubleshooting system errors or performance issues
Cybersecurity solutions and digital forensics software
SAP & Oracle enterprise software support
AI and news media software platforms
User access, configuration, and general usability questions
Clients may reach our support team through any of the following channels:
Email: support@softpulsetechnologies.com
Pakistan Support Line: +92 324 5556656
Live Chat: Available on our website during business hours
Client Portal: Secure ticketing system for enterprise clients
Standard Support Hours:
Monday to Friday: 9:00 AM to 6:00 PM (Pakistan Standard Time)
Emergency Support:
Available 24/7 for critical issues affecting business continuity (priority-based)
High System outages, major failures Within 2 hours Medium Functionality issues, partial service disruption Within 4–6 hours Low General inquiries, minor bugs Within 24 hours
Scheduled maintenance or updates will be communicated to clients at least 48 hours in advance.
Emergency maintenance may be conducted without prior notice but will be communicated promptly.
To ensure timely and effective support, clients are requested to:
Provide complete information when submitting a support request
Assign an internal contact person to coordinate with our support team
Maintain backups where applicable
Inform us promptly of any suspected breaches or technical issues
This policy does not cover:
Support for third-party software not sold or integrated by SoftPulse
Hardware or networking issues outside the scope of the software
On-site support (unless part of the signed service-level agreement)
All support services are subject to our Refund Policy, available on our Legal & Compliance page. Any billing disputes must be reported within 7 business days of the invoice date.
SoftPulse Technologies reserves the right to update or modify this support policy as needed. Changes will be posted on our official website and communicated to all active clients.
For urgent support, call us directly at +92 324 5556656 or email support@softpulsetechnologies.com. We appreciate your trust in SoftPulse Technologies.