Skip to Content
After-Sales Support PolicyMaintenance & Support Services OfferedReporting & Resolution of IssuesFault Management ProcedureResponse Time & Escalation

After-Sales Support Policy

At Skywave Technologies, we are committed to delivering high-quality after-sales support to ensure the continued performance, security, and reliability of our solutions. Our support services cover technical assistance, system updates, fault resolution, and ongoing maintenance.

Maintenance & Support Services Offered

As part of our standard service package, Skywave Technologies Limited provides the following maintenance and support services, subject to the Terms & Conditions set in their specific service agreement:

  • Technical Help Desk Services: First-level assistance for troubleshooting and issue resolution.
  • Firmware Updates & Upgrades: Back-to-back service for system firmware updates and software releases.
  • Product & Software Release Information: Regular updates on new product features, security patches, and application improvements relevant to your system.
  • End User Training:  Training sessions to enhance user efficiency and maximize system utilization.
  • Solution Support: Assistance with functionality and continuous availability of the provided solution.
  • Hardware Maintenance & Support: Maintenance, updates, and support for hardware components provided by Skywave Technologies Limited.

Additional Support: Clients may request additional support services beyond those listed above, which will be billed according to the work scope.



Reporting & Resolution of Issues

To ensure efficient handling of support requests, complaints and technical issues, we follow a structured process:

  • Complaint Reporting: Clients may report issues via our support portal, email, call, SMS, or WhatsApp. However, all reports must be followed by an email to create a formal record.
  • Logging & Tracking: Reported issues are logged into our ticketing system and assigned a unique ticket ID, which serves as the reference number for tracking the request.
  • Assignment & Resolution: The issue is assigned to an engineer, who follows a structured resolution process as outlined in our Escalation Matrix.
  • Client Confirmation: Before closure, the client is notified and will be requested to confirm that the issue has been satisfactorily resolved.
  • Ticket Closure: Once resolved, the issue is marked as closed in our system.

Fault Management Procedure

Our fault management framework ensures the early detection, isolation, and resolution of technical faults.

Alarm Surveillance

  • Our systems continuously monitor for faults and generates alerts.
  • Alarms are logged and analyzed for root cause identification and corrective action.

Fault Localization

  • Our team performs structured diagnostic tests to identify the exact cause of a system fault.
  • All findings are recorded and shared internally to facilitate prompt action.

Fault Correction & Restoration

  • Faults are addressed using standard repair and restoration procedures.
  • The team follows a structured recovery plan to minimize downtime and restore full system functionality.

Testing & Diagnostics

  • Comprehensive testing is conducted to verify system performance.
  • Advanced diagnostics help pinpoint root causes and optimize system efficiency.

Trouble Administration

  • All reported issues are documented, tracked, and resolved according to the agreed service levels.
  • Clients receive updates on progress and resolution timelines.

Response Time & Escalation

  • Prompt Acknowledgment: All issues reported are acknowledged promptly.
  • Issue Resolution: Problems are addressed based on priority, with critical issues receiving expedited support.
  • Escalation Procedure: If an issue is not resolved within the expected timeframe, it is escalated to senior technical personnel for faster resolution.