Support that answers
For clients with an active maintenance contract. Critical production issues reach an on-call engineer 24×7 — not a queue.
Production Down
System unavailable or data at risk. Call the emergency line directly — do not wait for an email reply.
+91 98765 43211
Available 24×7 for AMC clients
Raise a Ticket
For bugs, change requests and questions. Email creates a ticket automatically with an acknowledgement.
support@checkitinfotech.com
Include your project name and screenshots
Your Account Manager
For commercial questions, roadmap discussions and adding enhancement hours to your contract.
+91 81698 81889
Mon–Fri, 9:30 AM – 6:30 PM IST
Response times by priority
Priority is assigned by business impact, not by who shouts loudest. These are the commitments in a Professional-tier contract.
Response within 1 hour · continuous work until resolved or worked around.
Response within 4 hours · fix targeted within 2 business days.
Response within 1 business day · scheduled into the next release.
Response within 2 business days · prioritised in the quarterly roadmap review.
Essential-tier contracts carry next-business-day response across all priorities. Enterprise-tier carries 1-hour P1 response with 24×7 coverage.
What to include when you report an issue
Roughly half of all support delays come from missing information. Two extra minutes when raising the ticket usually saves hours.
- Project or system name — we support several systems per client
- What you expected versus what actually happened
- Exact steps to reproduce, in order
- Screenshot or screen recording, including any error message in full
- When it started and whether it worked before
- Who is affected — one user, one branch, or everyone
- Business impact so we can assign the right priority
Covered under AMC
- Bug fixes in delivered functionality
- Security patches and dependency updates
- Platform and framework version upgrades
- Uptime and performance monitoring
- Backup verification and restore drills
- An agreed pool of enhancement hours
New modules and major feature work are quoted separately — you will always see the estimate before work starts.
Common support questions
Yes, on a best-effort basis charged hourly, subject to team availability. For anything business-critical we would strongly recommend a maintenance contract instead — ad-hoc support cannot carry a response guarantee.
Often. We start with a paid audit of the codebase, infrastructure and documentation, then tell you honestly whether we can support it, what needs remediating first, and what that would cost. We will not take on a system we cannot support responsibly.
Email support with the business outcome you want rather than a proposed solution. We will come back with an effort estimate — small items usually fit within your included enhancement hours; larger ones get a separate quote.
Yes. Professional and Enterprise contracts include periodic refresher sessions, which are particularly useful after staff changes or a significant version upgrade.