After Sales Service Promise Policy  

At GenXCoders Pvt. Ltd. (“GXCPL,” “we,” “our,” “us”), we are committed to providing exceptional after-sales service for all our products and services. Our goal is to ensure that our customers experience ongoing satisfaction and support following their purchase. This After Sales Service Promise Policy outlines the scope of our post-purchase support, including how we address maintenance, troubleshooting, and other related services.

1. Commitment to Customer Satisfaction

We are dedicated to delivering high-quality service and products. Our after-sales service aims to ensure that all customers have a seamless experience with our solutions. Whether it’s a technical issue, troubleshooting, or advice on maximizing the utility of our products, we stand by you.

2. Services Covered by After Sales Support

Our after-sales services include, but are not limited to:

• Technical Support: Assistance with troubleshooting, installation, configuration, and resolving issues related to our software, hardware, or services.
• Maintenance: Regular updates, patches, or fixes to software and services to maintain functionality and security. Maintenance services are offered according to the specific terms of your service agreement or purchase contract.
• Product Training: Post-purchase training and guidance to ensure you fully understand how to utilize the purchased products and services effectively.
• Consultation: Ongoing advice and consultation services to help you scale or adapt the product or service as your business needs evolve.

3. Response Time

We are committed to responding to all after-sales inquiries in a timely manner. Our response times are as follows:

• Email Support: Within 24-48 business hours.
• Phone Support: Immediate during business hours (9:00 AM to 6:00 PM IST).
• On-Site Support: Where applicable, on-site visits will be scheduled within 2-4 business days of a support request, based on the severity of the issue and location.

4. Warranty and Service Period

Our products and services are covered by a warranty period, as specified in the sales contract or individual service agreement. During this period, we will provide free repairs, maintenance, or replacements for any defects arising from normal use.

• Software Solutions: Updates, patches, and bug fixes are covered for a period of 1year, as long as they fall within the scope of the original agreement.
• Hardware Solutions: Warranty coverage for hardware provided or integrated by GXCPL lasts as per the OEM provided duration, starting from the date of purchase or installation.
• Extended Service: If you wish to extend your service and maintenance period beyond the warranty, we offer maintenance packages tailored to your needs.

5. Service Exclusions

Our after-sales service promise does not cover issues arising from:

• Misuse, negligence, or improper handling of the product.
• Unauthorized modifications or repairs by third parties.
• External factors, such as accidents, natural disasters, or any other force majeure events.
• Expired warranty periods unless covered by an extended service contract.

For any services requested outside the warranty or support period, additional charges may apply, and we will notify you in advance of such charges.

6. Replacement Policy

For any hardware or software that needs to be replaced due to defects or performance issues under the warranty period, we offer a replacement service. Replacements will be processed within 2-4 business days or subject to availability hardware product availability of the confirmed defect.

• Hardware Replacement: Faulty hardware components will be replaced with new or equivalent refurbished parts at our discretion.
• Software Replacement: If software fails to perform as intended, we will provide fixes, patches, or replacement software as applicable.

7. How to Request After Sales Service

To access after-sales service, please use any of the following channels:

• Email: Send your request to [Insert Support Email], providing details of the issue and any relevant information (e.g., product/service purchased, order number).
• Phone: Call our customer support team at [Insert Support Number] during business hours for immediate assistance.
• Online Form: Submit a support request through our online portal at [Insert URL for Support Portal].

Once your request is received, our team will assess the issue and respond with the appropriate action plan, which may include remote troubleshooting, on-site visits, or product repair or replacement.

8. Customer Responsibility

To ensure that we can effectively address your issues, we request that you:

• Provide accurate and detailed information about the problem.
• Cooperate with our technical support team in troubleshooting or diagnosing issues.
• Follow instructions or recommendations provided by our support team to avoid misuse or further damage.

9. Continuous Improvement

We constantly strive to improve our products, services, and after-sales support. We encourage customer feedback and use it to refine our processes. If you have suggestions for improvement, please contact us via our support channels.

10. Contact Information

For any after-sales service requests or inquiries, please contact us at:

GenXCoders Pvt. Ltd.  
Website: www.gxcpl.com 
Email: legal@gxcpl.com
Phone: +1 (669) 300-0035, +91-898 304-4369

This After Sales Service Promise Policy applies to all products and services offered by GenXCoders Pvt. Ltd. and is subject to any additional terms specified in individual service agreements or contracts.