Support Policy

Effective Date: October 02, 2025

At Save the Nation Technologies (STN), Pakistan’s largest IT and Safety & Security Services provider since 2007, we are dedicated to providing exceptional support to ensure the success of our clients and partners in utilizing our safety and security solutions, such as the Capital Safety Program, Safe City Project, Safe Schools Program, Vehicles Safety Program, and Diplomatic Safety Program. This Support Policy outlines how we provide assistance for services accessed through our website at https://stntec.com (the "Site") or through direct engagements with our team.

Our goal is to deliver timely, professional, and effective support to address inquiries, technical issues, or service-related concerns, aligning with our mission to foster a secure and peaceful environment across Pakistan. If you have any questions about this Support Policy, please contact us using the details provided below.

1. Scope of Support

STN provides support for the following:

• Service Inquiries: Information about our projects, including Safe City Projects (Faisalabad, Bahawalpur), Safe Schools Program (KPK), Capital Safety Program (Islamabad), Vehicles Safety Program (Rawalpindi), and Diplomatic Safety Program (Islamabad).
• Technical Assistance: Support for issues related to any technology-based services, such as security system installations, software integrations, or monitoring services.
• Contract and Billing Support: Assistance with contract details, payment disputes, or clarification of service agreements.
• Feedback and Complaints: Addressing concerns about service delivery, quality, or performance, ensuring alignment with our commitment to national security and safety.

Support is available to clients, partners, government entities, and individuals who have engaged with STN’s services or are exploring our offerings.

2. How to Request Support

To request support, please follow these steps:

1. Contact Us: Reach out via one of the following methods:
   • Email: info@stntec.com
   • Phone: (051) 5912006
   • Address: Save the Nation Technologies, Phase 8, Rawalpindi, Pakistan
2. Provide Details: Include your name, contact information, contract or project reference number (if applicable), and a clear description of your issue or inquiry. For technical issues, include relevant details, such as error messages or system specifications.
3. Submission Confirmation: Upon receiving your request, we will acknowledge it within 24 hours during business days (Monday–Friday, 9:00 AM–5:00 PM PKT).

3. Support Process

• Initial Review: Our support team will review your request within 2 business days and may contact you for additional information.
• Resolution Timeline: We aim to resolve standard inquiries within 5 business days. Complex issues, such as those involving customized security solutions (e.g., Diplomatic Safety Program), may require up to 10 business days, depending on the scope.
• Escalation: If your issue is not resolved to your satisfaction, you may request escalation to a senior support manager by emailing info@stntec.com with “Escalation” in the subject line.
• Follow-Up: After resolution, we may follow up to ensure your issue is fully addressed and to gather feedback for service improvement.

4. Support Availability

• Business Hours: Support is available Monday through Friday, 9:00 AM to 5:00 PM PKT, excluding public holidays in Pakistan.
• Emergency Support: For critical issues related to active security projects (e.g., Safe City Project malfunctions), emergency support may be available 24/7 for contracted clients. Please indicate “Emergency” in your email or phone call.
• Response Times: We prioritize urgent issues, such as those impacting public safety, and aim to respond within 4 hours for emergencies and 24 hours for standard requests during business hours.

5. Limitations of Support

• Non-Covered Issues: Support does not cover issues caused by misuse, unauthorized modifications, or failure to follow provided guidelines for our services.
• Third-Party Systems: For services involving third-party hardware or software, we will provide support to the extent possible but may refer you to the third-party provider for specialized assistance.
• Geographic Scope: On-site support is primarily available in regions where our projects are active (e.g., Rawalpindi, Islamabad, Faisalabad, Bahawalpur, KPK). Remote support is available nationwide.

6. Client Responsibilities

To ensure efficient support, you agree to:

• Provide accurate and complete information about the issue or inquiry.
• Cooperate with our support team, including granting necessary access to systems or facilities for technical support (where applicable).
• Adhere to the terms of any service agreement or contract with STN.

7. Feedback and Complaints

We value your feedback to improve our services. If you are dissatisfied with our support or services, please contact us at info@stntec.com or (051) 5912006. We will investigate and respond within 7 business days. You may also escalate complaints to our management team if needed.

8. Governing Law

This Support Policy is governed by the laws of the Islamic Republic of Pakistan. Any disputes arising from this Policy shall be resolved in the competent courts of Islamabad, Pakistan.

9. Changes to This Support Policy

We may update this Support Policy to reflect changes in our practices or operational requirements. Updates will be posted on the Site with a revised effective date. Your continued engagement with our services after such changes constitutes acceptance of the revised policy.

10. Contact Us

For all support-related inquiries, please reach out to us:

• Email: info@stntec.com
• Phone: (051) 5912006
• Address: Save the Nation Technologies, Phase 8, Rawalpindi, Pakistan

Thank you for partnering with STN to advance safety and security across Pakistan. We are committed to providing reliable and responsive support to uphold our mission of saving the nation through technology.