Innblockchain’s support

Getting Started with Innblockchain Support

Our free technical support period commences from the date of purchase. This support covers installation, app submission, and issue resolution.

Reach Us: Support Channels & Contact Methods

• Primary: Email - sales@innblockchain.com
• To get a better and faster resolution for after-sales questions,
  • As-Is product purchase only - Reach support.
  • For Customization - Reach the project manager.
• Flexible Support Options: If you prefer a support medium other than the standard channels, we can accommodate your request as a premium service at an additional cost.
• Support Availability: Monday to Friday, 10 AM to 6 PM IST (Excluding Indian National holidays).
• If you require support outside the usual working hours or working days it will incur additional charges.

Our Commitment: Service Level Agreements (SLAs)

Issue	Time to response (Business Hours)	Time to done (Business Hours)
Web installation (excluding Coin's syncing. Domain Uptime)	2 Hours	24 Hours
Web installation and App submission	2 Hours	42 Hours
Source code	2 Hours	40 Hours
All remaining issues	2 Hours	12 Hours

• SLA Activation: Timelines begin once all required installation, app submission details,and other necessary details are provided.
• In case of any issues, you are responsible for providing the necessary details requested to resolve the issue quickly.
• Success Rate: We have achieved a 90% SLA Success Rate and will aim to maintain it. Delays, if any, will be communicated with clear reasons and resolutions.
• The SLA is applicable only if the requests/query is received through the Jira Service Desk Portal or by Email for the as-is product purchase only.

Deployment: Web Installation & Mobile Apps Submission:

Upon acknowledgment of the source code receipt & download, we provide Google Forms for collecting the deployment details. The Google Forms will be Self-Explanatory to fill in the requested details. After form submission,

We initiate:

• White-labeling: We will incorporate your logo and company name on the website & mobile apps free of cost. However, deep-level white labeling (code-level), is not included.
• Web Installation (Server, Domain, and SSL Pointing)
• Third-party API Configuration (Social Logins, SMS, SMTP, Sinch)
• QA Testing (Web)
• Android & iOS App Development Process
• API Configuration (Mobile Apps)
• QA Testing (Android & iOS)
• App Submission (Google Play Store & App Store Connect) -

Note: Timelines may adjust due to incomplete information, third-party library deprecations, or compliance updates from Google/Apple policies during the course of submission.

• Due to updates to Google's privacy policies and terms of service, logging into a Google account from a different region may trigger security measures, marking the activity as suspicious and may result in account termination. To prevent such issues, we request clients for remote sessions through Zoom / Anydesk for performing Google-related configurations and app submissions. This approach ensures secure access while complying with Google's updated security protocols.
• Remote sessions will be scheduled at certain intervals in coordination with the client, ensuring alignment with the availability of both the client and the support team.
• If the submitted app is rejected by the Play Store or App Store review team, we will provide continued support to ensure the app is approved. We will address any feedback reported by the respective stores, and resubmit the app on your behalf. Please note that this support is applicable only for the initial submission.
• In the 7-Business Day Deployment policy, "deployment" refers to the web live deployment and the initial submission of mobile apps to the respective app stores.
• The 7-Business Day Deployment Policy is inapplicable if the product is purchased at an offer price.
• Assistance to fill in the required deployment details in the Google Forms can be availed as an additional paid service.

Scope of Support: What’s Covered and What’s Not

• We always work to deliver high-quality, bug-free products to our clients. In case, any critical bug is found in Real-time, We'll work on it as per SLA without charging any additional cost. Any suggestions may not be considered as bugs and will be considered additional development hence it will incur additional cost. Minor bugs will be addressed in the product’s upcoming release cycle and may not be resolved immediately.
• 1-Time Free installation and app(s) submission are offered within the support period for the as-is product or customizations done through our team.
• The support is void if the installation/customization is handled on your end.
• In addition to the features demonstrated in the as-is product, if you wish to integrate any new functionalities or configure additional third-party services beyond the current default script, these will be considered custom work and will incur an additional cost. Please note that while our products are inspired by popular platforms such as Binance,Kucoin,Coinbase, and Paxful (referred to as "clones"), they do not include all the features available in the original platforms. Any additional features beyond the provided demo will be treated as additional development hence it will incur additional cost. Suppose the requested feature is included in the product’s upcoming roadmap. In that case, it can be availed at no additional cost in future releases, provided the purchase is covered under the support period. However, if the feature is required immediately, it can be implemented as a paid service.
• Speed and API response times will align with the demo version when the software is installed on the recommended server. Any further optimizations or speed enhancements beyond this standard performance can be provided as an additional paid service.
• Once the initial free installation (for both website and mobile apps) is completed, any changes to app icons, descriptions, or submission details will require a resubmission of the apps. This service will incur an additional cost.
• Once the initial deployment of Web / Mobile apps of customized or as-is products is completed - Any enforcement or compliance updates required by Google, Apple, or any Third Party, Third-party SDK / Library deprecations, and Technical Stack Version updates will incur an additional cost.
• Our product undergoes Smoke testing,Functional testing, Ad-hoc— testing, Regression testing, Security testing, Performance testing,API testing,UI/UX testing,Compatibility testing,End to End testing,User Acceptance testing,Integration testing,Beta testing.If you wish to cover any other testing it can be done at an additional cost. The SLA policy is not applicable to fix the issues identified.
• When there is a new feature release in the product, and your purchase is covered under the support period, upon request we will send the new feature updates. However, implementing these updates into your project will incur an additional cost.
• If server maintenance services are required, they can be availed as an additional paid service. After deployment, we do not manage your server, apps, or any third-party accounts. Additionally, uptime is not guaranteed, as it solely depends on the reliability of the server infrastructure and the presence of a dedicated team for server management.
• After the successful deployment and approval of apps on Google Play and the Apple App Store, it is recommended that you update the credentials of all shared third-party accounts for security purposes. Additionally, you are solely responsible for managing and making payments to third-party services based on usage.
• Any issues or queries reported after the end of the support period will not be accommodated free of cost. To renew your support period, please contact sales@innblockchain.com

Policy Updates & Amendments

InnBlockchain Private Limited reserves the right to modify, update, or amend this Support Policy at any time, including but not limited to changes in fees, support terms, service coverage, and response times. It is the client’s responsibility to review the policy periodically. Continued use of the purchased software as-is or with customization and support services after any modifications constitute acceptance of the updated terms.