Support & Maintenance Policy

JewelsPe Solutions
Kota, Rajasthan, India
? info@jewelspe.com | ? +91-7420876448

Effective Date: 10 September, 2025

1. Overview

At JewelsPe Solutions, customer satisfaction and platform reliability are our highest priorities.
This Support & Maintenance Policy defines the standards, scope, and timelines for technical, functional, and customer assistance provided to users of the JewelsPe website, mobile application, and administrative systems.

JewelsPe operates as a hybrid platform — combining digital investment, wallet services, and jewellery marketplace features.
Accordingly, this policy applies to all registered:

• Subscribers / Investors,

• Jewellers / Sellers, and

• Administrative Users or Partners

who access or interact with any component of the JewelsPe ecosystem.

2. Objective

This policy aims to:

• Ensure continuous, secure, and smooth functioning of the JewelsPe platform.

• Provide timely technical assistance to users encountering functional issues.

• Define clear response and resolution timelines for different issue categories.

• Set transparent expectations between JewelsPe and its users regarding platform maintenance and support obligations.

3. Support Channels

Users can reach the JewelsPe Support Team through the following channels:

1. Email Support:
   ? info@jewelspe.com
   – Available 24/7 for registering complaints, reporting bugs, or requesting assistance.
   
   

2. WhatsApp Assistance:
   – A dedicated WhatsApp line (automated + manual) for quick queries and transaction updates.
   
   

3. Phone Support:
   ? +91-7420876448
   – Operational between 10:00 AM to 7:00 PM IST (Monday to Saturday) for direct assistance.
   
   

4. In-App Help Section:
   – Users can raise tickets directly through the JewelsPe mobile app or web portal.
   – Includes FAQs, tutorials, and self-service options.

4. Support Scope

JewelsPe provides tiered support coverage depending on the user category and issue type:

4.1 Functional Support

• Account registration, login, or password recovery.

• Wallet balance display or transaction discrepancies.

• Investment-related query (rate updates, transaction status, etc.).

• Jewellery listing visibility or pricing updates for jewellers.

• Admin panel access and reporting issues.

4.2 Technical Support

• Mobile app errors, bugs, or crashes.

• Website UI/UX or slow-loading pages.

• Payment gateway integration or timeout issues.

• Notification errors (email/SMS/WhatsApp delivery).

• API malfunction or backend sync issues.

4.3 Transactional Support

• Payment gateway failures or pending transactions.

• Wallet recharge or withdrawal delays.

• Order refund or cancellation status.

• Commission or billing-related clarifications for jewellers.

4.4 General Support

• Platform usage guidance and tutorials.

• Terms, policies, or account verification assistance.

• Partner onboarding help (for jewellers).

• Feedback or feature requests.

5. Response & Resolution Timelines

JewelsPe follows a priority-based response model for efficient resolution:

Note: Response time refers to acknowledgment of the issue; resolution time begins once all required details are received.

6. Maintenance Services

JewelsPe performs routine maintenance activities to ensure security, performance, and scalability of the platform.

6.1 Scheduled Maintenance

• Routine upgrades, backups, and performance optimizations are performed weekly or bi-weekly.

• Prior notice of at least 12 hours is given for any maintenance window that may cause downtime.

• Scheduled downtime typically occurs during non-peak hours (midnight – 6:00 AM IST).

6.2 Emergency Maintenance

• Conducted immediately if a critical bug, security threat, or system vulnerability is detected.

• Users may experience temporary interruptions, which will be communicated via app notification, SMS, or email.

6.3 Software Updates

• Mobile and web applications will be updated periodically to introduce new features, bug fixes, and compliance improvements.

• Users are encouraged to keep their app updated to the latest version for best experience.

6.4 Data Backups

• Daily automated backups are maintained for transaction logs, wallet balances, and account data.

• Backup data is securely stored with encryption and restricted access.

7. Responsibilities of Users

To ensure effective support and quick resolution, users must:

• Provide accurate and detailed descriptions of issues.

• Share relevant screenshots, transaction IDs, or timestamps.

• Maintain stable internet connectivity and updated app versions.

• Cooperate with support staff for troubleshooting or remote diagnostics.

• Avoid misuse of support channels (e.g., spam, false claims, or abuse).

Repeated non-cooperation or fraudulent claims may lead to suspension of support privileges or account action.

8. Escalation Matrix

If a user’s concern is not resolved within the expected timeframe, the following escalation process applies:

Escalations can be submitted via email with the subject line:
“Escalation – JewelsPe [Ticket ID]”

9. Third-Party Service Dependencies

Some aspects of JewelsPe operations depend on third-party integrations, such as:

• Payment Gateways

• WhatsApp / SMS APIs

• Commodity Price Feeds

• Hosting & Cloud Providers

In such cases:

• JewelsPe cannot guarantee service continuity for external failures.

• However, we will coordinate with the respective provider and keep users informed of progress.

• Resolution time for such issues may vary depending on external response.

10. Support Availability

Emergency support is limited to critical operational issues such as payment failures or system outages.

11. Service Level Commitment

JewelsPe strives for:

• 99.5% platform uptime, excluding scheduled maintenance.

• 100% data security compliance, following encrypted transactions and privacy standards.

• Transparent communication during any downtime or delay.

• Regular feature and security updates to enhance user experience.

While we make every reasonable effort to meet these targets, some variations may occur due to external technical dependencies.

12. Post-Delivery Support (For Partners / Jewellers)

For registered Jewellers and business partners, JewelsPe offers:

• 30 days of complimentary revisions post onboarding for design or listing adjustments.

• 1 year of free technical support covering bug fixes, server performance issues, and feature stability.

• Any major feature expansion or customization outside the initial scope will be handled as a new development phase with separate cost estimation.

13. Limitations of Support

This policy does not cover:

• Issues caused by user-side hardware or network failures.

• Loss or corruption of data due to unauthorized access.

• Changes made by third-party developers without JewelsPe authorization.

• Custom code or plugin conflicts introduced externally.

• Personal device-related issues (app storage, OS updates, etc.).

JewelsPe shall not be liable for downtime or data loss resulting from user negligence or external disruptions beyond its control.

14. Policy Review & Updates

JewelsPe reserves the right to revise or enhance this Support Policy as the platform evolves.
Any material changes will be communicated through:

• Email notifications,

• App announcements, or

• Updated posting on the website.

The updated version becomes effective immediately upon publication.

15. Contact Us

For all support, technical, or feedback inquiries, reach out to:

JewelsPe Solutions
Kota, Rajasthan, India
? info@jewelspe.com
? +91-7420876448

Final Note

JewelsPe Solutions is dedicated to providing reliable, responsive, and customer-centered support to every user and partner.
Our goal is to ensure that every transaction, investment, and purchase on JewelsPe remains secure, seamless, and satisfying — backed by a dependable support system that values trust and transparency above all else.