Support Policy
How to get help with FleetLite, when we answer, and what is and is not covered. Support is delivered by SyvaSoft Business Solution Pvt Ltd on behalf of Marz Xpert Solutions Pvt Ltd.
Last updated:
In short
- Support hours: Monday to Saturday, 9:30 am to 6:30 pm IST, except public holidays.
- Reach us on phone or WhatsApp +91 94897 49361, email sales@syvasoft.com, or a support ticket in the app.
- First response within 24 working hours on Basic, 8 on Pro and 4 on Premium.
- We help with everything inside FleetLite and guide you with outside services, but we cannot fix third-party services, phones, computers or devices.
On this page
1. Support hours
Monday to Saturday, 9:30 am to 6:30 pm India Standard Time (IST), except national and Tamil Nadu public holidays. “Working hours” in this policy means these hours.
2. How to reach us
- Phone and WhatsApp: +91 94897 49361
- Email: sales@syvasoft.com
- In the app: Help & support → New ticket (you can attach screenshots, and the ticket keeps the whole conversation).
Help is available in English, Tamil and Hindi.
3. Response times
| Plan | First response |
|---|---|
| Basic | Within 24 working hours |
| Pro | Within 8 working hours |
| Premium | Within 4 working hours |
| Enterprise | As agreed in the signed SLA |
A first response is a reply from a person, with an answer or the next step. Resolution time depends on the problem; we keep you updated until it is solved. Free trial accounts get Pro response times.
4. Severity levels
| Severity | What it means | How we handle it |
|---|---|---|
| 1 · Critical outage | FleetLite is down or nobody in your company can sign in; risk of data loss. | Worked on immediately, including outside working hours for outages that affect many customers; updates every 2 hours. |
| 2 · Major | An important feature (trips, invoices, driver app sync) does not work and there is no workaround. | Top of the queue; daily updates until fixed. |
| 3 · Minor | A problem with a workaround, a wrong label or a cosmetic issue. | Fixed in a planned release. |
| 4 · How-to | A question about using a feature, a report or a setting. | Answered within the plan’s response time, often with a short video or steps. |
5. What support includes
- Help using every FleetLite feature on your plan, on the web, in the Owner and Driver apps and on WhatsApp.
- Onboarding: setting up the company, vehicles, drivers and customers, and importing your Excel sheets.
- Investigating and fixing faults in FleetLite itself.
- Configuration on our side for integrations (WhatsApp, GPS, VAHAN, FASTag, GST) once you have the provider’s account or credentials.
6. Third-party services, software and hardware
Many things around FleetLite are run by other companies, or are your own equipment. We do not control them and cannot fix them, so they are not covered by this policy:
- WhatsApp and Meta (account bans, message limits, template approvals, outages);
- banks, UPI apps and the format of their SMS and statements;
- FASTag issuers and NPCI (tag status, balances, toll deductions, disputes);
- VAHAN / Parivahan and other government data;
- the GST portal, e-invoice (IRP) and e-way bill systems, reached through our GST Suvidha Provider (GSP);
- Razorpay and other payment services;
- GPS devices, their SIM cards and device firmware (including Traccar device settings);
- Google Play and the App Store;
- your phones, computers and printers, your internet or mobile data, and your email provider.
What we still do for you
- Best-effort guidance: we tell you what we see and what to try.
- Escalation: we raise the problem with the provider where we have a channel, and follow up.
- Configuration on our side: we check and correct everything FleetLite controls (settings, mappings, keys, retries).
On-site visits, device installation and hardware help can be arranged on request as a paid service.
7. Helping us help you
Tell us your company name and registered mobile number, what you were doing, what you expected and what happened, with a screenshot or screen recording if you can. Never send passwords or OTPs; our team will never ask for them.
8. Escalation and complaints
If you are not happy with how a request is handled, ask for it to be escalated to the support manager. Formal complaints go to our Grievance Officer; see Grievance Redressal.