Support Policy

R3 is a solo-operated service. Response targets are reasonable-efforts service targets, not guaranteed service levels.

R3 does not sell an enterprise service level agreement and does not pretend to have a 24/7 support desk. What it offers is direct access to the person who actually builds and runs the platform, on reasonable-efforts terms.

Self-Managed means your team operates the platform. Support does not include routine ongoing data entry, bookkeeping or portfolio administration performed on your behalf.

Historical migration, bulk data preparation and bespoke reporting work are separate engagements from subscription and Standard Activation. Published standard package pricing may apply to ordinary migration; materially complex, large or full-history work can require a separate assessment and an accepted quote before work starts.

Support is not legal, tax, accounting, veterinary or wagering advice.

Primary channel: rishavaryal16@gmail.com, or the portal where a support action is available there.

Please include your client reference, the page or workflow involved, and what you expected to happen. That single detail usually removes a full round trip.

Target acknowledgement for ordinary support: within 1 business day.

Security issues, suspected unauthorised access and account lockouts are prioritised ahead of ordinary requests.

These are targets rather than guarantees. Where something will take longer, R3 will say so rather than leave a request silent.

R3 aims to schedule planned maintenance outside ordinary business hours where practical, and to give notice where a change will be noticeable.

R3 depends on third-party infrastructure providers. Outages at those providers can affect availability and are outside R3's direct control; R3 will keep clients informed during a material incident.

Nothing in this policy reduces R3's obligations to supply the service with due care and skill.

Nothing on this page limits or excludes rights you have under the Australian Consumer Law or other laws that cannot lawfully be excluded. Where any wording here conflicts with those rights, those rights prevail.