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core Policy
Technical Support Service Levels & Policy
Effective Date: October 31, 2026
•Trade License: 3401322207
1. Support Hours Official support is provided Saturday through Thursday, from 10:00 AM to 6:00 PM Bangladesh Standard Time (BST).
2. Incident Severity Matrix - **Severity 1 (Critical Outage)**: Complete platform database or edge outage impacting multiple tenants. Response target: Within 2 hours. - **Severity 2 (High Impact)**: Critical portal module offline with no available workaround. Response target: Within 8 business hours. - **Severity 3 (General Inquiry)**: Routine configuration questions, minor UI bugs, or feature inquiries. Response target: Within 24 to 48 business hours.
3. Support Channels All official tickets must be logged via **support@ruhanir.com** or the administrative client console.
Language Priority: In case of any discrepancy or conflict between the English text and any Bangla translation, the English version shall prevail and govern all legal interpretations.
ভাষাগত প্রাধান্য: ইংরেজি পাঠ এবং কোনো বাংলা অনুবাদের মধ্যে কোনো ধরনের অসঙ্গতি বা বিরোধ দেখা দিলে ইংরেজি সংস্করণটি প্রাধান্য পাবে।
Questions regarding this policy?Contact our compliance and security desk at support@ruhanir.com or via telephone at +880 1570225573.