Support — SPONDL Technologies
Last Updated: 29 November 2025 • support@spondl.com
Fast, reliable technical & customer support for websites, AI agents, automations, security, cloud, and managed services.
1. Introduction to Support
SPONDL Support ensures your digital services remain operational, secure, and performant. We handle troubleshooting, incident response, routine maintenance, monitoring, and customer queries related to our deliverables.
2. Support Categories
- Website fixes, errors, and performance
- Hosting & DNS issues
- Security alerts & vulnerability response
- API & third-party integration problems
- AI agent failures and automation errors (n8n workflows)
- Project updates and clarifications
- Access & permission help
- Billing & invoice queries
- General how-to and configuration guidance
Critical incidents (website down, data breach, active exploit) are handled with top priority. Enterprise clients have dedicated emergency channels for 24/7 response.
3. SLA & Response Time
| Issue Type | Response Time | Resolution Goal |
|---|---|---|
| Emergency (down/hack) | 1–3 hours | 6–12 hours |
| Technical incident | 4–8 hours | 24–48 hours |
| General query | 12–24 hours | 1–3 days |
| Feature request | 1–2 days | Project dependent |
Resolution depends on complexity, third-party dependencies, and client cooperation.
4. Support Plans
Email support, basic troubleshooting, warranty bug fixes. Response within business hours (non-priority).
Priority ticketing, scheduled maintenance, security monitoring, monthly backups, faster SLA, direct messaging channel.
Dedicated support manager, 24/7 emergency path, SLAs, on-demand engineering, regular audits, and custom reporting.
5. How to Request Support
support@spondl.com — Include: project/domain, short summary, steps to reproduce, screenshots, priority level. Use subject line: [Support] - <project/domain> - <short summary>
Website → Support Page → Submit ticket (preferred for tracking). Provide attachments and preferred contact time.
Premium & Enterprise clients receive direct WhatsApp & phone support for urgent matters. Use only for high-priority incidents.
6. What Support Does Not Include
- New feature development outside scope
- Major redesigns or full site rebuilds
- Third-party vendor bugs (we can coordinate but not fix vendor code)
- Client errors due to unauthorized edits
- SEO ranking guarantees
- Paid licenses or third-party subscription costs
7. Issue Escalation Process
- Tier 1 — Support intake & initial analysis
- Tier 2 — Technical specialist assignment
- Tier 3 — Engineering lead
- Tier 4 — Infrastructure / security team
- Tier 5 — Emergency response & remediation
Each step triggers faster response and broader access to resources.
8. Maintenance & Monitoring
- Scheduled backups (frequency depends on plan)
- Security patch checks
- Performance audits
- Dependency & plugin updates
- Automation workflow health checks
9. Data Security During Support
Support access follows least-privilege principles. Sensitive credentials are requested only when necessary and must be transmitted securely. We maintain confidentiality and comply with applicable privacy standards (GDPR where relevant).
10. Support Availability
Business support hours: Mon–Sat, 09:00–21:00 IST.
Emergency support: 24/7 for Enterprise clients only.
11. Tools We Use
- Email Ticketing & Tracking
- Monitoring & Uptime Tools
- Cloud Console & Logs
- Automation Logs (n8n)
- Version Control & Rollback
- Secure Remote Access (when authorized)
12. Contact
Email: support@spondl.com
Alternate: contact@spondl.com
Phone: +91 7016485269
For faster help, include domain/project details, screenshots, and steps to reproduce.