This policy explains how ABT Dev Services (Pvt.) Ltd. (“ABT”) supports clients after launch and customers of Qalamora, DishRoute and MandiKhata: how to reach us, when we respond, what is included and what is charged separately. A signed maintenance agreement or SLA may set stronger commitments; where it does, it prevails. Effective date: 27 October 2026.
1. How to reach support
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Client portal tickets (preferred for clients; every ticket is tracked).
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Email: support@abtdevservices.com.
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Phone or WhatsApp: +92 3714353873 for urgent issues already reported by ticket or email.
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In-product help and support links for Qalamora, DishRoute and MandiKhata.
Please include the product or project, the affected page or feature, what you expected, what happened, screenshots, and how many users are affected. Never send passwords; we will never ask for them.
2. Support hours
Standard support hours are Monday to Friday, 9:00 to 18:00 Pakistan Standard Time (PKT), excluding public holidays in Pakistan. Critical issues on plans or agreements that include extended cover are monitored outside these hours as stated in that plan.
3. Priority levels and response targets
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Critical: the live system is down or a core function (sign-in, fee collection, POS, order flow, auction entry, payments) is unusable for most users, or there is a suspected security breach. First response within 4 business hours; work continues until service is restored or a workaround is in place.
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High: an important feature is failing for many users and no reasonable workaround exists. First response within 1 business day.
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Normal: a feature is not working as documented for some users, or a workaround exists. First response within 2 business days.
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Low: questions, how-to requests, cosmetic issues and feature suggestions. First response within 5 business days.
Response targets measure the time to a first meaningful reply from a person, not the time to a final fix. Resolution time depends on the issue; we keep you updated at least once per business day on Critical and High issues. Targets are commitments of effort; contractual service credits apply only where a plan or agreement includes an SLA.
4. What is included
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Custom projects: a 30-day warranty after acceptance or launch to fix defects against the agreed scope, as described in our Client Services Policy.
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Product subscriptions: help with using the product, bug fixes, security updates and new releases for the life of the subscription, plus documentation and help centre articles.
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Maintenance plans (optional, for custom projects): monitoring, updates to frameworks, plugins and dependencies, security patches, backups, uptime checks, small content changes and a monthly allowance of support hours, as stated in the plan.
5. What is charged separately
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New features, redesigns and changes to agreed scope.
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Problems caused by changes made by others, third-party services, unsupported hosting, misuse, or hardware and networks we do not manage.
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Data entry, bulk imports, data clean-up and custom reports beyond the plan.
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On-site visits and training beyond the onboarding included in a plan.
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Recovery from loss of data where backups were not kept as advised.
We always quote before starting chargeable work.
6. Maintenance windows and updates
Planned maintenance that may cause downtime is scheduled outside peak business hours in Pakistan where possible and announced at least 48 hours ahead by email, in-product notice or the portal. Urgent security fixes may be applied sooner with as much notice as practical. Product releases are listed in each product’s changelog.
7. Backups and recovery
Cloud product data and systems we host are backed up daily, with backups kept for at least 14 days. On-premise servers create scheduled backups on the customer’s machine, and the customer is responsible for keeping an off-site copy and the recovery kit. Restores requested because of customer error are free once per quarter and charged at standard rates after that.
8. End of support
We support the current major version of each product and of software we maintain. Older browser and operating-system versions are supported for as long as their vendors support them. If we plan to end support for a version you rely on, we give at least 90 days’ notice and a migration path.
9. Escalation
If you are not satisfied with how an issue is being handled, reply on the ticket asking for escalation, or email contact@abtdevservices.com with the ticket number. A senior member of the team will review it within 1 business day.