Miles Computer Ventures – Support Policy

At Miles Computer Ventures, we are committed to providing reliable after-sales support to ensure that our clients maximize the value of their IT investments. This Support Policy outlines the scope, channels, and conditions of support services we provide.

1. Scope of Support

We provide assistance for:

• Hardware purchased from Miles Computer Ventures (subject to warranty terms).

• Licensed software and IT solutions supplied by us.

• General troubleshooting for IT equipment and accessories.

• Guidance on setup, installation, and usage of supported products.

2. Support Channels

Customers may reach us through the following support channels:

• Email Support – support@milescomputerventures.com  

• Hotline Support – (082) 321 0737

• On-Site Support – Available upon request for eligible clients (service fees may apply).

• Remote Support – Provided via online tools for faster issue resolution.

3. Support Hours

• Monday – Friday: 9:00 AM – 6:00 PM

• Saturday: 9:00 AM – 1:00 PM

• Sunday & Holidays: Closed (except for premium support contracts)

4. Response & Resolution Time

• Initial Response Time: Within 24 hours of receiving a support request.

• Resolution Time: Depends on the complexity of the issue and product warranty coverage.

• For urgent business-critical cases, priority support is available for contract clients.

5. Exclusions from Support

The following are not covered under standard support:

• Issues caused by misuse, mishandling, accidents, or unauthorized repairs.

• Third-party software, hardware, or accessories not purchased from us.

• Data recovery, backups, or virus removal (available as paid services).

• Custom configurations outside the manufacturer’s standard specifications.

6. Service Fees

• Standard support for in-warranty products is free of charge.

• Out-of-warranty products and services not covered under warranty may incur service fees.

• On-site visits, extended support, and specialized IT solutions will be quoted separately.

7. Premium Support Plans

For business clients with critical IT needs, we offer tailored support agreements that include:

• 24/7 priority response

• Dedicated account manager

• Preventive maintenance schedules

• Customized SLAs (Service Level Agreements)

8. Policy Updates

Miles Computer Ventures reserves the right to update or amend this Support Policy as needed. Clients will be informed of significant changes.