This Support and Availability Policy describes Markoni's current support posture for website visitors, prospects, pilot Customers and active Customers.
Specific support commitments, SLAs or service credits apply only if agreed in a signed contract.
1. Support channels
Primary support contact:
contact@gydexp.com
Customers may receive additional support channels during onboarding, pilot or enterprise deployment.
2. Business inquiries
We aim to respond to general business, demo and sales inquiries within 1-2 business days.
3. Customer support
For active Customers, support scope may include:
- Dashboard access issues.
- AI configuration questions.
- Guest conversation issues.
- Integration troubleshooting.
- WhatsApp, voice or email setup.
- Staff workflow issues.
- Billing questions.
- Product bugs.
- Escalation routing.
4. Priority levels
Suggested support priority levels:
P1 - Critical production issue
A major production workflow is unavailable for an active Customer and materially affects Guest communication, booking flow or critical operations.
P2 - High impact issue
A key feature is degraded or partially unavailable, but a workaround exists.
P3 - Standard issue
Non-critical bug, configuration issue, support question or minor workflow problem.
P4 - Request or feedback
Feature request, content update, workflow improvement or general question.
5. Availability
Markoni aims to provide reliable service, but unless a signed agreement says otherwise, we do not guarantee uninterrupted availability or specific uptime.
Availability may be affected by maintenance, third-party outages, internet disruptions, cloud incidents, messaging provider failures, payment provider failures, AI provider failures, Customer-side credential issues or force majeure events.
6. Maintenance
We may perform maintenance, updates or deployments to improve reliability, security or functionality.
Where practical for active Customers, we will attempt to minimize disruption.
7. Customer responsibilities
Customers are responsible for:
- Maintaining accurate configuration.
- Keeping third-party credentials active.
- Managing staff access.
- Monitoring escalations.
- Reporting issues with enough detail to investigate.
- Maintaining their own PMS, booking system, WhatsApp, telephony, payment and operations systems.
8. Contact
For support questions, contact:
DeepNav Experiences Private Limited
Product: Markoni by GydeXP
Email: contact@gydexp.com
Address: Site 128 Kno 340/302/128, 2nd Floor, Tharabanahalli, Bettahalsur, Bangalore North, Karnataka, 562157