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This Policy describes the general support and maintenance approach for EMteja services. Contractual support hours, channels, severity definitions, response targets and any enhanced support are those expressly stated in the applicable order form or service agreement.
1. Support requests
Customers may submit requests through the support channel notified to them. EMteja will triage requests, determine priority based on impact and available information, and provide updates as reasonably practicable.
2. Response and resolution
Response and resolution targets apply only where expressly agreed in writing. Unless a signed agreement states otherwise, any target is an acknowledgement or initial response target, not a guaranteed resolution time.
3. Maintenance and updates
EMteja may maintain, patch, update or modify the services as reasonably necessary for security, reliability, functionality or regulatory changes. Notice will be provided where required by the applicable agreement or reasonably practicable. Emergency maintenance may be performed without advance notice where necessary.
4. Exclusions
Support may not cover issues caused by customer misuse, unauthorised changes, unsupported or end-of-life systems, third-party products or networks outside EMteja's control, or use contrary to documentation or law. The applicable agreement may specify additional exclusions.
5. Regulatory changes
EMteja will assess changes to legal or technical requirements that materially affect the contracted services. Implementation scope, timing, dependencies, fees and customer actions will be handled under the applicable agreement and change-control process. EMteja does not guarantee that every change to law or third-party system can be implemented by a particular date unless expressly agreed.
6. Contact
Support and policy contact: support@infocustechnologiesllcfz.com Infocus Technologies L.L.C-FZ (identified as EMteja) The Meydan Hotel, Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.
Website: https://emteja.com