At Sun Systems, we are dedicated to providing exceptional support to our customers. This Support Policy outlines the terms under which we offer technical assistance and customer service for our electronic and IT solutions. By using our services or purchasing products from us, you agree to the following support guidelines.

1. Scope of Support

Sun Systems provides support for:

• Product Inquiries: Assistance with product specifications, usage, and features.
• Technical Assistance: Help with installation, configuration, and troubleshooting of products purchased from Sun Systems.
• Warranty Claims: Guidance on processing warranty claims for defective products covered under the manufacturer’s warranty.
• Order Support: Help with order tracking, shipping inquiries, and return or exchange processes.

We do not provide support for:

• Third-party products or services not purchased from Sun Systems.
• Issues caused by customer negligence, misuse, or failure to follow provided instructions.

2. Support Channels

Customers can reach our support team through the following channels:

• Email Support: Reach us at [email@example.com]. We aim to respond to all emails within 24 hours on business days.
• Phone Support: Call our support line at [Contact Number] during business hours: [Monday to Friday, 9 AM to 6 PM IST].
• Live Chat: Available on our website for immediate assistance during business hours.
• Knowledge Base: Access detailed product guides, troubleshooting tips, and FAQs on our website at [URL].

3. Response Times

Our support team strives to address all customer inquiries as quickly as possible. The following response times apply to customer queries:

• General Inquiries: Within 1 business day.
• Technical Support Requests: Within 1-2 business days depending on the complexity of the issue.
• Warranty Claims or Product Defects: Initial response within 2 business days, with further instructions based on the case.

4. Warranty and Repair Support

• Sun Systems honors manufacturer warranties for all products sold through our platform.
• For warranty-related support, customers must provide proof of purchase and details of the product issue.
• Depending on the product warranty, we may offer repair, replacement, or refund services as outlined in the manufacturer’s warranty policy.
• Warranty support does not cover products that have been misused, altered, or damaged by the customer.

5. Support Limitations

While we aim to offer comprehensive support, there are some limitations:

• Out-of-Warranty Products: For products outside of the warranty period, limited support may be provided, but repairs or replacements will be subject to service fees.
• Third-Party Software or Hardware: We do not provide support for software, hardware, or services not sold by Sun Systems, nor are we responsible for compatibility issues with third-party products.
• Customer-Specific Modifications: Custom modifications to products void the warranty and may limit the support we can offer.

6. Customer Responsibilities

To ensure efficient support, customers are expected to:

• Provide accurate information regarding the issue, including product details, error messages, and any steps already taken to resolve the problem.
• Follow troubleshooting instructions provided by the support team.
• Ensure that all products returned for warranty claims or support are securely packaged and shipped to avoid damage.

7. Priority Support for Business Clients

For business customers or bulk purchasers, Sun Systems offers Priority Support, which includes:

• Dedicated Account Manager: A single point of contact for all support needs.
• Faster Response Times: Priority handling of support requests within 12 hours.
• On-Site Support: Available for business clients based on contract agreements (additional charges may apply).

8. Software Support

For software-related products, we offer:

• Installation Assistance: Help with setting up software purchased through Sun Systems.
• Basic Troubleshooting: Support with common issues such as installation errors, update problems, and configuration issues.
• Software Updates: Guidance on installing patches, updates, or upgrades to software purchased from Sun Systems.

Note: Support for third-party software products will be limited to installation and configuration assistance. In-depth troubleshooting will require contacting the respective software provider.

9. Product Recalls or Known Issues

If a product recall or known issue is identified, Sun Systems will notify affected customers and provide support for repairs, replacements, or refunds as necessary. Instructions will be communicated via email or phone.

10. Changes to Support Policy

Sun Systems reserves the right to modify this Support Policy at any time. Any changes will be communicated through our website, and updated policies will be posted here. Continued use of our services after any changes constitute acceptance of the revised policy.

11. Contact Information

For support-related questions or further assistance, please contact us through the following channels:

Sun Systems
Email: sunsystem.order@gmail.com
Phone: +918329607170
Address: CTS No.1334, Plot No. 292, Aditya House, E ward, Shastrinagar, Kolhapur- 416008