Support & Maintenance Policy
Effective Date: 08 September 2026 | Last Updated: 08 September 2026
This Support & Maintenance Policy explains the technical support, bug fixing, maintenance, updates, and related services provided by Clarvo Digital for its software products.
The exact level of support available to a customer depends on the purchased product, license, support plan, quotation, invoice, or separate written agreement.
1. Business Information
- Trade Name: Sukam Enterprises
- Brand: Clarvo Digital
- GSTIN: 10EJPPK6434J1Z1
- Address: OBHAR BRIDGE NH2 AURANGABAD, Bihar, 824102
- Website: clarvodigital.com
- Email: support@clarvodigital.com
2. Scope of Support
Clarvo Digital may provide technical support relating to the software supplied to the customer.
Support may include:
- Installation assistance
- Initial configuration assistance
- Basic technical guidance
- Bug reporting and investigation
- Troubleshooting software-related issues
- Deployment assistance where included
- Configuration assistance
- Basic integration assistance where included
- Guidance regarding supported features
- Security and compatibility-related fixes where applicable
- The exact scope depends on the customer's purchased package.
3. One-Time Purchase and Support
Some Clarvo Digital software products are sold through a one-time payment model.
A one-time software purchase does not automatically mean that unlimited technical support, lifetime maintenance, unlimited customisation, or unlimited future development is included.
Unless specifically stated otherwise in writing, support is limited to the services included with the purchased product or support arrangement.
4. What Is Included in Maintenance
Where maintenance is included, it may cover:
- Correction of software bugs
- Minor technical fixes
- Compatibility fixes
- Security-related fixes
- Necessary maintenance of supported software components
- Minor improvements required to keep the software operational
- Maintenance does not automatically include the development of new features or major changes to the software.
5. Bug Fixing
A bug generally means an unintended technical behaviour where an existing documented software feature does not function substantially as intended.
When reporting a bug, the customer should provide enough information for Clarvo Digital to reproduce and investigate the issue, such as:
- Description of the problem
- Steps to reproduce it
- Screenshots or screen recordings
- Relevant error messages
- Browser/device information
- Applicable account or transaction reference
- Relevant logs where available
Clarvo Digital will review reported issues and determine whether the issue is a software bug, configuration issue, third-party issue, or customer-side issue.
6. Issues That May Not Be Considered Bugs
The following may not qualify as software bugs:
- Feature requests
- Requests for new functionality
- Custom workflow requirements
- Changes made by the customer or another developer
- Problems caused by unsupported hosting environments
- Third-party API failures
- Third-party service outages
- Incorrect configuration
- Incorrect user input
- Problems caused by unsupported devices or software
- Issues resulting from unauthorised modifications
- Issues caused by changes to third-party platforms
- Such work may be handled as a separate paid service where available.
7. New Features and Custom Development
Requests for new features, significant modifications, new integrations, redesigns, or custom business workflows are not automatically included in standard maintenance.
Examples may include:
- New modules
- Major UI redesign
- New mobile application functionality
- New API integrations
- Custom dashboards
- Custom reports
- New automation workflows
- Major database changes
- New payment gateway integration
- Custom business logic
- If such work is accepted, Clarvo Digital may provide a separate quotation or development agreement.
8. Third-Party Services
Software may depend on third-party services such as:
- Payment gateways
- WhatsApp or messaging services
- Email providers
- SMS providers
- Cloud services
- Hosting providers
- Video platforms
- Maps and location services
- App stores
- External APIs
- Clarvo Digital cannot guarantee the continuous availability or performance of services controlled by third parties.
If a third-party provider changes its API, pricing, access requirements, policies, or technical infrastructure, additional work may be required to maintain compatibility.
Such work may be chargeable depending on the circumstances and applicable agreement.
9. Hosting and Server Issues
Where Clarvo Digital provides hosting or server management as part of the customer's package, support may include assistance with supported infrastructure.
Where the customer manages its own hosting or server, the customer is responsible for:
- Server availability
- Server configuration
- Domain configuration
- SSL configuration
- Firewall settings
- Server resources
- Operating system maintenance
- Hosting-provider issues
- Backup configuration where not provided by Clarvo Digital
Clarvo Digital may assist with software-related problems but is not automatically responsible for third-party hosting infrastructure.
10. Response and Resolution
Clarvo Digital will make reasonable efforts to respond to support requests within a reasonable period.
The time required to resolve an issue may vary depending on:
- Severity of the problem
- Complexity of the issue
- Availability of technical information
- Customer response time
- Third-party dependencies
- Hosting environment
- Availability of required access
- Whether the issue can be reproduced
A support response time should not be interpreted as a guaranteed resolution time unless a separate Service Level Agreement (SLA) expressly provides otherwise.
11. Priority of Issues
Support issues may generally be assessed according to their impact.
Critical Issue
A major failure that prevents an essential part of the software from operating.
High Priority
A significant issue affecting an important function, but where some parts of the software remain operational.
Normal Priority
An issue affecting a limited function or a non-critical part of the software.
Low Priority
Minor issues, cosmetic problems, general questions, or enhancement requests.
Clarvo Digital may determine the appropriate priority based on the actual circumstances.
12. Customer Cooperation
To investigate and resolve technical issues, the customer may need to provide:
- Accurate issue details
- Screenshots or recordings
- Temporary technical access
- Server information
- Error logs
- API documentation
- Test credentials where appropriate
- Steps to reproduce the issue
The customer should not provide passwords, payment credentials, private keys, or other sensitive information unless specifically required through an appropriate secure process.
Delays caused by missing information or delayed customer responses may affect resolution time.
13. Updates and Upgrades
Clarvo Digital may release:
- Bug fixes
- Security patches
- Compatibility updates
- Performance improvements
- Minor feature improvements
- Software updates
- Major upgrades
- Not every update or future feature is automatically included with every purchase.
Major upgrades or separately developed products may require a new purchase, upgrade fee, subscription, or separate agreement.
14. Security Updates
Where reasonably necessary, Clarvo Digital may release security-related fixes for supported versions of its software.
The customer is responsible for keeping its own:
- Hosting environment
- Operating system
- Devices
- Passwords
- API credentials
- Third-party integrations
- reasonably secure.
Where the customer has modified the software or operates it in an unsupported environment, compatibility with future security updates may not be guaranteed.
15. Software Modifications
If the customer or another developer modifies the software without written approval from Clarvo Digital, Clarvo Digital may not be able to provide standard support for issues caused by those modifications.
This may include:
- Source-code changes
- Database changes
- Server configuration changes
- Unauthorised plugins
- Custom integrations
- Removal of software components
- Changes to core functionality
- Additional investigation or restoration work may be chargeable.
16. Backup and Data Recovery
Unless expressly included in the customer's package or agreement, Clarvo Digital does not guarantee that it maintains backups of customer data.
Customers should maintain appropriate backups of their important data.
Where backup and recovery services are specifically included, their scope and retention period will be determined by the applicable agreement.
Clarvo Digital cannot guarantee recovery of data that was never successfully stored, was deleted before backup, or was lost due to circumstances outside its reasonable control.
17. Support Channels
Support requests should normally be submitted through the support channel communicated by Clarvo Digital.
Support Email: support@clarvodigital.com
For efficient handling, customers should provide their registered contact information, product details, and a clear description of the issue.
18. Support for White-Label Customers
For white-label or reseller customers, support may be provided directly to the customer/reseller rather than to their individual end users.
Unless otherwise agreed, the reseller is responsible for first-level support for its own customers.
Clarvo Digital may provide second-level technical support to the reseller where such support is included in the applicable package.
19. Paid Technical Services
The following services may be charged separately where they fall outside the customer's included support:
- Custom development
- Major modifications
- New integrations
- Data migration
- Server migration
- Installation on unsupported infrastructure
- Recovery from unauthorised modifications
- Advanced troubleshooting
- Emergency support
- Dedicated technical assistance
- Additional configuration
- Custom reports
- Custom automation
- Major version upgrades
- The customer may be informed of applicable charges before the work begins.
20. Emergency and Urgent Requests
Clarvo Digital may provide emergency assistance where available.
Emergency support may involve additional charges depending on:
- Time of request
- Severity
- Required technical resources
- Required response time
- Complexity of the problem
- Emergency assistance is not guaranteed unless specifically covered by an SLA or support agreement.
21. Support Exclusions
Clarvo Digital is not responsible for support issues caused primarily by:
- Customer misuse
- Unauthorised modifications
- Unsupported hosting
- Third-party outages
- Third-party API changes
- Internet connectivity problems
- Customer hardware
- Customer operating systems
- Incorrect configuration
- Expired third-party services
- Incorrect credentials
- Customer-side security incidents
- Force majeure events
- Clarvo Digital may nevertheless offer assistance on a paid basis where technically possible.
22. Service Availability
Technical support and software availability may occasionally be affected by:
- Scheduled maintenance
- Emergency maintenance
- Infrastructure problems
- Security incidents
- Third-party service interruptions
- Network failures
- Hosting failures
- Events beyond reasonable control
- Clarvo Digital will make reasonable efforts to restore affected services where the issue is within its control.
- Unless a separate SLA states otherwise, continuous or uninterrupted availability is not guaranteed.
23. Customer Responsibilities
The customer is responsible for:
- Using the software according to its license.
- Maintaining secure account credentials.
- Providing accurate information.
- Maintaining required third-party accounts.
- Keeping supported infrastructure available.
- Maintaining appropriate data backups where applicable.
- Reporting technical problems promptly.
- Not making unauthorised modifications.
- Ensuring its users follow applicable policies.
24. Maintenance Windows
Clarvo Digital may occasionally perform planned maintenance to improve:
- Security
- Performance
- Infrastructure
- Reliability
- Software functionality
- Where reasonably possible, planned maintenance may be communicated in advance.
Emergency maintenance may sometimes be performed without advance notice where necessary to protect the software, infrastructure, or customer data.
25. End of Support
Clarvo Digital may eventually discontinue support for:
- Obsolete software versions
- Unsupported technologies
- End-of-life dependencies
- Products that are formally discontinued
- Where reasonably practical, customers may be given notice of material support changes.
- Continued support for an obsolete version may require an upgrade or separate maintenance arrangement.
26. No Unlimited Support Guarantee
Unless expressly agreed in writing, Clarvo Digital does not provide unlimited development or unlimited technical assistance merely because software has been purchased.
The purchase price covers the rights and services specifically included in the applicable product or agreement.
Requests outside that scope may be separately quoted.
27. Relationship With Other Policies
This Support & Maintenance Policy should be read together with:
- Terms & Conditions
- Software License Agreement
- White-Label Policy
- Intellectual Property Policy
- Privacy Policy
- Refund & Cancellation Policy
- Acceptable Use Policy
- Disclaimer
- Any applicable quotation, invoice, SLA, or separate agreement
If a signed agreement or specific SLA provides different support terms, those specific terms will govern to the extent of any conflict.
28. Policy Changes
Clarvo Digital may update this Support & Maintenance Policy from time to time to reflect changes in its products, support processes, technology, security practices, or legal requirements.
The latest applicable version will be published on the website.
Contact Us
Clarvo Digital (a brand of Sukam Enterprises)
Sukam Enterprises
GSTIN: 10EJPPK6434J1Z1
Email: support@clarvodigital.com
Website: https://clarvodigital.com
Address: OBHAR BRIDGE NH2 AURANGABAD, Bihar, 824102