Support Policy

Support scope

CYNAYD MSO provides support for software, servers, backups, security, and Cynayd One apps as defined in your MSO agreement. Support is delivered through a ticket-based process with priority classification.

Ticketing process

  • All support requests are logged as tickets
  • Issues are classified by priority: Critical, High, Medium, Low
  • Escalation workflow applies for unresolved or critical issues
  • Issue history is maintained for accountability

Response handling

Response times are governed by your SLA agreement. WhatsApp or informal channels are not substitutes for the official ticket process under MSO.

Exclusions

Major feature development, third-party vendor disputes, and issues outside agreed scope may require separate engagement.

These policies are operational guidelines and may be superseded by a signed client agreement, proposal, or SLA document.

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