Technical Support
Vee Edge® is committed to delivering reliable, responsive, and professional support services for our IT solutions and hardware offerings. Our support framework ensures operational continuity, system stability, and timely resolution of issues.
Support Scope
VEOS
Vee Edge® Smart Linux Enterprise Operating System remote support and maintenance
VECMS
Vee Edge® Centralized Management System deployment, troubleshooting, and remote support
VEEMS
Vee Edge® Smart Employee Monitoring System
VEERP
Vee Edge® Smart Hybrid ERP System
IT Hardware
Hardware supplied or supported by Vee Edge® (subject to contract)
Integration Services
Third-party integration and API support (subject to third party permissions)
Support services are delivered in accordance with the applicable commercial agreement, service-level agreement (SLA), or support contract.
Support Hours
Standard Business Hours
- Monday to Friday
- Business hours as per applicable support plan
- Excluding public holidays
Extended Coverage
- 24x7 support available based on contractual terms
- On-site support for enterprise customers
- Priority response for critical issues
Incident Management
Our Process
- Acknowledge reported issues within defined SLA timelines
- Diagnose and resolve technical issues efficiently
- Provide workarounds or corrective actions
- Communicate status updates during resolution
Response and resolution timelines are governed by the agreed Service Level Agreement (SLA).
Software Updates
- Periodic updates, patches, and enhancements for supported products
- Security fixes and performance improvements
- Feature enhancements and new capabilities
- Customers advised to follow recommended maintenance guidelines
Hardware Support
- Coverage subject to warranty terms and support contracts. Repair, replacement, or OEM coordination services
- Physical damage, unauthorized modifications, and power or electrical earthing/unearthed infrastructure issues are excluded from warranty coverage
- Lifecycle management and upgrade assistance
Customer Responsibilities
System Maintenance
Maintain accurate system and configuration information to facilitate troubleshooting.
Ensure authorized access for diagnostics and remote support.
Documentation
Follow documented installation, usage, and security guidelines.
Perform regular backups and data protection measures.
Data Protection
Vee Edge® follows strict confidentiality and data protection practices while providing support services.
- Access limited to necessary troubleshooting only
- Handling in accordance with applicable laws
- Contractual obligations for data security
Limitations & Exclusions
Support services do not cover:
- Unauthorized changes or non-certified third-party software
- Issues caused by customer infrastructure outside scope
- Force majeure events beyond reasonable control
Need Immediate Assistance?
Our support team is ready to help you resolve any technical issues.
Contact Support Team