Please note that actual resolution timelines may vary depending on product category, issue complexity, spare part availability, logistics, and site accessibility.
| Support Category | Typical Response / Resolution Time | Support Mode |
|---|---|---|
| Remote Diagnosis & Technical Assessment | Within 1 Business Day | Remote Support |
| In-Warranty Product Repair | 7–10 Business Days | Service Center / On-Site* |
| Out-of-Warranty Product Repair | 10–14 Business Days | Service Center / On-Site* |
| Firmware / Software Updates & Configuration Support | 2–3 Business Days | Remote / On-Site |
| Preventive Maintenance & System Health Checks | Scheduled Based on Service Plan | On-Site |
* On-site support availability may vary depending on product category, installation type, and service location.
To maintain consistency and service traceability, all service requests follow a structured workflow process.
| Workflow Stage | Responsibility |
|---|---|
| Customer Raises Support Ticket | Customer / Dealer |
| Product & Warranty Verification | Service Coordinator |
| Fault Classification & Initial Assessment | Technician |
| Warranty Validation | Accounts / Service Team |
| Repair Approval & Service Authorization | Service Head |
| Repair, Testing & Quality Check | Technical Team |
| Closure, Documentation & Delivery Coordination | Service Coordinator |
To help us process your request efficiently, we kindly request customers to provide:
Providing complete and accurate information helps reduce diagnosis time and improves support response efficiency.
| Priority Level | Intended Use |
|---|---|
| Critical | Complete system failure or operational downtime |
| High | Major functionality affected |
| Medium | Partial operational issue |
| General | Information requests or minor assistance |
The customer or dealer raises a support request through the support portal.
Our support team reviews the ticket, validates warranty status, and performs an initial technical assessment.
The issue is routed to the appropriate technical or service team for repair, configuration, or resolution.
Products undergo testing and quality checks before closure or dispatch.
The customer is updated regarding closure status, dispatch details, or onsite completion.
We continuously work towards strengthening our nationwide support infrastructure, service response capabilities, and technical expertise to ensure a better customer support experience across all Cinetekk support divisions.