1. Introduction
This Ticket & Customer Support Policy governs the customer support, technical assistance, warranty coordination, software guidance, and service-related operations provided by MORIX Innovations Private Limited for its hardware products, software licenses, cloud services, subscriptions, and related solutions.
By raising a support request, generating a service ticket, contacting customer care, or using MORIX support services, the customer agrees to comply with this policy and all applicable company terms.
2. Ticket Generation & Support Process
Customers may raise support requests through authorized MORIX communication channels including:
- Registered email communication
- Official customer care numbers
- Authorized dealer or distributor support channels
Each support request may be assigned:
- A unique ticket/reference number
- Issue category classification
- Ticket status tracking for communication and resolution purposes
MORIX reserves the right to categorize, prioritize, transfer, hold, or close tickets based on technical assessment and operational requirements.
3. Information Required for Support
For proper diagnosis and support processing, customers may be required to provide:
- Registered mobile number and email ID
- Product or software information
- Issue description with screenshots/videos wherever required
- Installation, internet, or network details
- Remote access support permissions if necessary
Incomplete, incorrect, or misleading information may delay support timelines or affect issue resolution.
4. Scope of Support Services
Support services provided by MORIX Innovations Private Limited may include:
- Device installation guidance
- Software setup and activation assistance
- Technical troubleshooting support
- Warranty-related service coordination
- Cloud or subscription-related assistance
- Feature guidance and operational support
- Basic configuration assistance
- User guidance through manuals or tutorials
Support scope may vary depending on:
- Active subscription or license status
5. Support Timelines & Resolution
MORIX shall make commercially reasonable efforts to respond to support requests during official business hours.
Issue resolution timelines may vary depending on:
- Remote or onsite support requirements
- Internet/network dependency
- Third-party integrations or software dependency
- Hardware inspection requirements
MORIX does not guarantee fixed turnaround times or immediate resolution for all support requests.
6. Remote Support & Online Assistance
MORIX may provide technical support remotely through:
- Online troubleshooting sessions
Customers may also receive:
- Online operational training
Customers shall ensure proper internet connectivity, power availability, and system accessibility during remote support sessions.
7. Onsite Visit & Physical Support Policy
- Onsite visits, installations, inspections, or physical technical support may be chargeable depending on:
- AMC/support contract availability
- Scheduling of onsite visits shall depend on technical team availability, operational planning, and service priority.
- Transportation, lodging, site handling, installation tools, logistics, or travel-related expenses for onsite support may be additionally chargeable wherever applicable.
8. Ticket Closure Policy
A support ticket may be marked as closed under the following conditions:
- Technical guidance has been provided
- Customer confirmation has been received
- Customer remains non-responsive for a reasonable period
- The issue falls outside warranty or support scope
- Required customer-side actions are not completed
- The issue is caused by third-party systems or unsupported infrastructure
Closed tickets may require fresh review or generation of a new ticket for further assistance.
9. Unsupported & Non-Covered Issues
Support services may not be provided for issues arising due to:
- Unauthorized hardware or software modifications
- Third-party applications, APKs, or integrations
- Customer misuse, negligence, or mishandling
- Improper installation or electrical setup
- Virus, malware, ransomware, or cyberattack-related issues
- Internet/network failures at customer premises
- Expired subscriptions or inactive licenses
- Out-of-warranty hardware damage
- Environmental damage, moisture, corrosion, or voltage fluctuation
- Unauthorized repair attempts by third parties
10. Customer Responsibilities
Customers are responsible for:
- Providing accurate technical and operational information
- Maintaining proper electrical infrastructure and internet connectivity
- Following installation and operational guidelines
- Maintaining data backup and account security
- Cooperating with MORIX technical team during diagnosis and support
Failure to provide proper cooperation or required information may affect support quality, timelines, or service eligibility.
11. Communication & Escalation Policy
- MORIX may assign a dedicated Account Manager or support coordinator for communication and customer assistance.
- Customers must communicate only through authorized MORIX channels for official ticket records and support tracking.
- Escalation requests shall be internally reviewed by the MORIX support, technical, or management team depending on issue severity and operational requirements.
12. Limitation of Support Liability
MORIX Innovations Private Limited shall not be held liable for:
- Business interruption or operational loss
- Customer downtime or revenue loss
- Data loss or software corruption
- Internet or network-related failures
- Third-party software or integration failures
- Delays caused by customer-side infrastructure problems
- Cloud/server dependency interruptions
- Indirect, incidental, or consequential damages
All technical support and assistance shall be provided on a commercially reasonable effort basis subject to operational feasibility, warranty conditions, and company support policies.