Last updated: 26 July 2026
1. Purpose and scope
This Support Policy sets out the basis on which kTech Solutions (Company Registration No. RCBS2015I1284, Sigatoka, Fiji) provides support and maintenance in respect of systems it has implemented, hosts, or has contracted to support.
This Policy is a general statement of our support practice. The specific support entitlements applying to any particular client — including hours of cover, response and restoration targets, contacted personnel and any service credits — are those set out in the applicable service agreement, support schedule or Statement of Work (“Support Agreement“). Where this Policy and a Support Agreement differ, the Support Agreement prevails.
This Policy should be read together with our Terms & Conditions and Privacy Policy.
2. Support hours
Standard support is provided Monday to Friday, 8:00am to 5:00pm Fiji Time (UTC+12), excluding public holidays gazetted in the Republic of Fiji.
Extended-hours, after-hours or 24×7 cover is available where contracted. Requests logged outside standard support hours are recorded on receipt and addressed from the commencement of the next business day unless extended cover applies.
3. How to request support
Support requests should be logged through the channels nominated in the Support Agreement. Where a helpdesk and call-logging system has been provided, that system is the primary channel and provides the client with a reference number and an auditable record of progress.
Where no helpdesk has been provisioned, requests may be made by email to hello@ktechsol.net or by telephone on +679 921 3005 during standard support hours.
To enable efficient diagnosis, a request should identify the system affected, the environment (production, test or development), the nature and time of onset of the issue, the users and business processes affected, any error messages, and the steps required to reproduce the behaviour.
4. Severity classification
Requests are classified on receipt according to business impact. Classification is made by us acting reasonably, in consultation with the client’s nominated representative.
| Severity | Description |
|---|---|
| 1 — Critical | Production system unavailable, or a defect causing loss or corruption of data, a material security exposure, or complete failure of a business-critical function. No practicable workaround. |
| 2 — High | Major function impaired or performance materially degraded for multiple users. Business can continue but with significant disruption or manual effort. |
| 3 — Medium | A function is impaired for a limited number of users, or an acceptable workaround exists. Limited operational impact. |
| 4 — Low | Minor defect, cosmetic issue, documentation query, configuration assistance or request for information. No material operational impact. |
Response and restoration targets applicable to each severity are those stated in the Support Agreement. A “response” means substantive acknowledgement by a person competent to work on the issue, not automated receipt.
5. Escalation
Where a request is not progressing to the client’s satisfaction, or where business impact increases, the matter may be escalated through the escalation matrix recorded in the Support Agreement. That matrix identifies, by name and contact detail, the operational, management and executive points of contact and the intervals at which escalation is appropriate.
We may also escalate internally on our own initiative, and will advise the client’s nominated representative where we do so.
6. What support includes
Subject to the Support Agreement, support ordinarily includes:
- diagnosis and correction of defects in Deliverables supplied by us;
- application and platform support, including configuration assistance and user administration;
- infrastructure and system support for environments we host or manage;
- security and operational monitoring, patching and routine maintenance;
- backup operation and restoration testing, where backup forms part of the Services;
- guidance to the client’s administrators and trainers on correct use of the system; and
- maintenance of documentation reflecting supported configurations.
7. What support excludes
Unless expressly included in the Support Agreement, support does not extend to:
- new functionality, enhancements or changes to agreed scope, which are handled as change requests under clause 8;
- faults arising from modification of the system by the client or a third party without our agreement;
- faults arising from use of the system otherwise than in accordance with documentation or our reasonable instructions;
- failure of client-supplied infrastructure, network, power or third-party services outside our control;
- defects in third-party or open-source components, beyond reasonable efforts to obtain and apply a vendor remedy;
- data entry, data cleansing or business process operation;
- end-user training beyond the knowledge transfer contracted; and
- recovery of data lost through client action where backup was not part of the Services.
Where investigation establishes that a reported fault falls outside supported scope, we will advise the client before incurring chargeable effort.
8. Change requests
A request for new or altered functionality is a change request, not a defect. Change requests are assessed, estimated and scheduled through the change control procedure in the applicable agreement, and are chargeable unless otherwise agreed. We will not implement a change materially affecting scope, cost or timeline without the client’s written approval.
9. Warranty
Deliverables are warranted against defects in workmanship for the warranty period stated in the applicable Engagement Document, commencing on acceptance or go-live as that document provides. During the warranty period we will correct, at no additional charge, defects properly attributable to our work.
The warranty does not apply to the matters excluded under clause 7. This warranty is in addition to, and does not limit, any guarantee or remedy conferred by the Fijian Competition and Consumer Commission Act 2010 or other law of Fiji that cannot lawfully be excluded.
10. Client responsibilities
To enable us to provide effective support, the client shall:
- nominate authorised contacts empowered to log and approve requests;
- provide timely access to systems, environments, logs and personnel as reasonably required;
- supply sufficient information to reproduce and diagnose reported issues;
- apply recommended patches, upgrades and configuration changes within a reasonable period;
- maintain supported versions of dependent third-party software; and
- ensure appropriate internal authorisation for changes affecting live systems.
Where a delay is attributable to the client, applicable response or restoration targets are suspended for the duration of that delay.
11. Service continuity
Where we host or manage a system, we operate backup, monitoring and recovery arrangements as specified in the Support Agreement. Recovery point and recovery time objectives, and the frequency of restoration testing, are recorded in that agreement.
Planned maintenance is scheduled to minimise disruption and notified in advance. Emergency maintenance may be undertaken without prior notice where necessary to preserve security, integrity or availability, and will be notified as soon as practicable.
12. Knowledge transfer
Our support model is designed to build client capability rather than dependency. Engagements ordinarily include structured training for administrators and trainers, documentation of supported configurations, and a defined handover so that routine administration can be performed by the client’s own personnel.
13. Review and variation
We may amend this Policy from time to time by publishing an updated version on this page. Amendments do not reduce entitlements under a Support Agreement in force at the date of amendment.
14. Contact
kTech Solutions
Company Registration No. RCBS2015I1284
Sigatoka, Fiji
Email: hello@ktechsol.net
Telephone: +679 921 3005