Support Process & Ticket System

How Support Works

TL;DR: All work requires a support ticket, prior approval, and is billed hourly at $12/hour.

Our support operates on a structured, ticket-based system to ensure clarity, accountability, and fair billing for every engagement.

All requests — including technical support, fixes, changes, or investigations — must be submitted through our official support portal.

Submit all requests here:
 https://support.sazm.in 

This system helps us:

• Track all communication in one place
• Clearly define scope and approvals
• Maintain work history
• Ensure accurate time-based billing

Ticket-Only Policy (Mandatory)

All work at SazM starts with a support ticket.

Accepted channels

• Support Portal (https://support.sazm.in)
• Support Email (support@sazm.in)

Not accepted

• WhatsApp or personal chat
• Direct emails
• Verbal or informal requests

No ticket = no work

This rule applies to all clients without exception.

Ticket Review, Scope & Approval

Once a ticket is submitted, we will:

1. Review the request
2. Confirm whether it is billable
3. Share:
   • Estimated time required
   • Hourly rate ($12/hour USD)

Example response

This is a billable support request.
Estimated time: 2–3 hours
Rate: $12/hour
Please confirm to proceed.

Work begins only after written confirmation inside the ticket.

This confirmation acts as an official approval and service agreement.

Secure Credential Sharing

If access is required:

• Do not share credentials via email, chat, or ticket text
• Use Bitwarden Send (free) with expiry enabled

This protects both client data and system integrity.

Work Execution & Time Tracking

• All work is performed strictly against the approved ticket
• Time is tracked per ticket
• Only actual time spent is billed
• Support Portal is used for communication and approvals

Internal time logs are maintained to ensure transparent billing.

Ticket Closure & Work Summary

Before closing a ticket, we always provide:

• A summary of work completed
• Total time spent

Example

Work completed:
- Root cause identified
- Fix applied and tested

Time spent: 2 hours

This message becomes the official record for billing.

Invoicing & Payments

• Invoices are issued in USD
• Payment term: 7 days
• All invoices are ticket-based

Invoice line item format

Ticket #152 – Checkout bug fix
2.0 hours x $12/hr = $24

Payment methods

• Primary: Wise (USD ACH transfer)
• Backup: PayPal (on request)

Invoices are sent via Zoho Invoice.

Payment Policy

• New work pauses if invoices are overdue
• Urgent requests require cleared outstanding balance
• Automated reminders are sent via Zoho Invoice

No WhatsApp or personal follow-ups.
All communication remains within official systems.

Support Flow at a Glance

Client request
→ Support ticket
→ Time estimate & approval
→ Secure credentials (if needed)
→ Work execution
→ Ticket summary & closure
→ Invoice issued
→ Payment completed

Our Commitment

Our support system is designed to be:

• Transparent
• Secure
• Predictable
• Fair for both client and service provider

If you have questions about how support works, please open a ticket and we’ll be happy to help.