Support Response Time Policy

Standard support is available during our regular business hours for non-critical inquiries and general technical assistance.

• Business Hours: Sunday to Thursday, 9:00 AM – 6:00 PM (GMT+6).
• Response Time: Within 24–72 business hours.
• Communication Channel: Official support email or client portal ticket.

Emergency support is reserved for critical issues that halt business operations (e.g., site down, security breach).

• Response Time: Within 1–4 hours, regardless of time or day.
• Priority Channel: Dedicated emergency WhatsApp or phone line.
• Billing: Emergency support outside of a 24/7 plan is billed separately at a premium rate.

Clients on an active maintenance plan receive prioritized response times over ad-hoc support requests.

• Basic Plan: Priority response within 24 business hours.
• Professional Plan: Priority response within 12 business hours.
• Enterprise Plan: Guaranteed 24/7 coverage with sub-hour responses for critical issues.

Our office is closed on national holidays and weekends. Support during these times is limited.

• Standard tickets submitted over weekends will be processed on the next business day.
• A skeleton crew remains available for automated monitoring and critical server alerts.
• Planned maintenance during holidays will be notified 72 hours in advance.

Queries related to invoices, payments, and contract renewals follow a separate processing timeline.

• Response Time: Within 2–3 business days.
• Hours: Standard business hours only.
• Late payment inquiries take priority over general billing questions.