Icare Policy

Welcome to inilabs.net ,
These Terms and Conditions govern your use of our Monthly/Yearly Paid Maintenance Services. By subscribing to or using our services, you confirm that you have carefully read, understood, and agreed to be bound by these Terms. These policies ensure transparency, smooth service delivery, and a reliable long-term partnership between you and iNiLabs.

Priority support

At iNiLabs, we are committed to delivering exceptional assistance to our valued clients. Our Priority Support service is available from 10:00 AM to 06:00 PM (GMT+6), Sunday to Thursday. During these hours, you can reach us for any type of conversational support, including troubleshooting, guidance, and general inquiries. Our team ensures fast, reliable, and dedicated help whenever you need it.

Priority technical support

We provide Priority Technical Support to ensure your systems operate smoothly and efficiently. Our dedicated technical team is available from 10:00 AM to 5:00 PM (GMT+6), Sunday to Thursday.
Please note that our office remains closed on Friday and Saturday for the weekend.

We are committed to delivering timely, reliable, and high-quality technical assistance whenever you need it.

WhatsApp group live support

We offer WhatsApp Group Live Chat Support to provide quick, real-time assistance whenever you need it. Our support team responds actively within the group, ensuring faster resolution of common queries, guidance, and system-related questions. This service is available from 10:00 AM to 06:00 PM (GMT+6), Sunday to Thursday, giving you a reliable communication channel throughout the day.

WhatsApp group support is designed to enhance collaboration, offer instant tips, and keep you connected with our support team more efficiently.

Zoom/Meet live support

Our Zoom/Google Meet Live Support offers real-time assistance for discussing general topics related to your system, including basic guidance, feature explanations, and overall usage support. This service is available from 10:00 AM to 05:00 PM (GMT+6), Sunday to Thursday, These sessions are designed to help you better understand your product, clarify doubts, and improve your workflow through direct communication with our team.

You will receive up to 2 live sessions per month, ensuring you have regular access to general guidance whenever needed. Please note that these meetings are intended for general discussions only—not for coding, customization, or custom development support.

Weekly follow-up meetings

We provide one weekly follow-up meeting for all maintenance packages to ensure smooth communication and continuous progress. During this session, we review updates, discuss ongoing tasks, address your questions, and align priorities for the upcoming week.This service is available from 10:00 AM to 05:00 PM (GMT+6), Sunday to Thursday.

This meeting helps maintain transparency, ensures timely improvements, and keeps your project moving in the right direction.

Immediate system bug fixing

We prioritize resolving system-related bugs with urgency and care. All reported issues are reviewed promptly, and our team works to deliver fixes as quickly as possible. This service is available from 10:00 AM to 05:00 PM (GMT+6), Sunday to Thursday.

Please note that the resolution time may vary based on the severity and complexity of the issue, but every bug is addressed with top priority to ensure uninterrupted system performance.

Version updates & feature enhancements

We ensure that your admin panel and all connected applications remain up to date with the latest improvements. Every time a new version is released, your existing branding and customizations will be preserved to maintain a consistent and seamless experience. This service is available from 10:00 AM to 05:00 PM (GMT+6), Sunday to Thursday.

Please note that updates or adjustments for custom-built features are not included in any maintenance package and may require an additional fee if modifications are needed to maintain compatibility with new releases.

App's new release publish

We assist in publishing new versions of your applications to both the Google Play Store and the Apple App Store. To complete the publishing process, you will need to provide the required credentials and information for your respective developer accounts. This service is available from 10:00 AM to 05:00 PM (GMT+6), Sunday to Thursday.
Please note that we do not publish apps using our own store accounts. All releases must be published under your personal or organizational developer accounts.

If your app is not yet published, you will not be eligible for this publishing support. However, if you would like us to publish the app for you, it can be arranged for an additional fee.

24/7 Emergency issue resolution

We provide round-the-clock emergency support to address critical issues that may disrupt your system. Each month, you are entitled to 2 days of emergency support coverage, during which our team will prioritize and resolve urgent problems to ensure minimal downtime and uninterrupted service.

Custom feature development(15 hours)

System up & running responsibility

We take full responsibility for maintaining the continuous uptime and smooth operation of your system. This includes monitoring server performance, managing project-specific servers, applying critical updates, and ensuring proper security measures are always in place. Our team proactively identifies and resolves potential issues before they impact your users, ensuring your platform remains stable, secure, and fully operational at all times.

Disclaimer: We are committed to continuously improving our services, and therefore, these Terms & Conditions may be updated from time to time. If any major changes occur, we will notify you through appropriate communication channels. All Terms are governed and interpreted by iNiLabs.

Please note that unused service hours or resources do not roll over to the next month. Additionally, any work or task not included within your selected package will be charged separately.