1. What support can cover
- Product access and configuration questions.
- Attendance, shifts, rules, leave, payroll and reporting behavior.
- Supported biometric-device connectivity and EkamQR integration troubleshooting.
- Mobile QR and configured biometric verification workflows.
- Deployment, upgrade and application diagnostics within the agreed support scope.
2. Issue priorities
| Priority | Typical example |
|---|---|
| Critical | Production service unavailable for most users or a severe security concern. |
| High | Major attendance or payroll workflow blocked with no reasonable workaround. |
| Normal | Feature malfunction affecting a limited workflow where operations can continue. |
| Low | How-to question, cosmetic issue, improvement request or non-urgent configuration help. |
Target response times, support hours and any uptime commitments are defined in the applicable Support & SLA or commercial agreement.
3. What to include in a support request
- Organization and contact name.
- Which environment is affected: cloud, on-premise, Windows, Linux or mobile.
- Employee, device or module reference where relevant, without unnecessary sensitive data.
- Approximate date/time, expected behavior and actual behavior.
- Error message, screenshot or relevant log excerpt where safe to share.
- Steps already attempted.
4. Common exclusions
Support may not include repair of unsupported third-party hardware, customer network administration, unrelated operating-system issues, custom development, large data-cleanup projects, or legal/accounting interpretation unless separately agreed.
5. Escalation
If an issue is business-critical or an existing request is not progressing according to the agreed support terms, reference the original case and ask for escalation. Security incidents should be clearly identified as security-related.
6. Contact
Existing customers should use the support contact supplied during onboarding or in their agreement. General inquiries can be sent to hello@ekamqr.com.