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  1. We strive to provide exceptional support to our valued customers. This Support Policy outlines our commitment to delivering high-quality support services and sets forth the guidelines and procedures for our support offerings.
  2. Support Channels We offer support through the following channels: Email: Customers can reach our support team by sending an email to support@vizidots.com. We aim to respond to all emails within 24 hours.
  3. Support Hours Our support team operates during regular business hours, Monday through Friday, from 9:00 am to 5:00 pm (local time). Support requests received outside of these hours will be addressed on the next business day.
  4. Support Levels a. Standard Support: All Vizidots customers receive standard support, which includes assistance with general inquiries, troubleshooting, and guidance on product usage. b. Premium Support: We offer a premium support tier for customers who require enhanced support, including faster response times, priority handling of issues, and dedicated account management. The terms and availability of premium support can be discussed separately.
  5. Response Times Our goal is to provide prompt and efficient support to our customers. We strive to respond to support requests within the following timeframes: a. Email Support: We aim to respond to emails within 24 hours. b. Please note that these response times are our targets, and actual response times may vary depending on the complexity of the issue and support queue.
  1. Issue Resolution We are committed to resolving customer issues in a timely manner. The time required to resolve an issue may vary based on its complexity and the need for further investigation. We will provide regular updates to customers regarding the progress and status of their support tickets.
  2. Bug Fixes and Updates We understand the importance of addressing software bugs and providing updates to improve our products. We will release bug fixes and updates periodically to ensure the stability and functionality of our software. Customers will be notified of any significant updates or bug fixes through our communication channels.
  3. Limitations While we strive to offer comprehensive support, there are certain limitations to our support services: a. Third-Party Products: We may not be able to provide direct support for issues related to third-party products or integrations, but we will offer guidance and collaborate with customers to the best of our abilities. b. Customization and Development: Support for customizations or extensive development beyond the standard product offering may require additional consultation and professional services.
  4. Customer Responsibilities To ensure a smooth support experience, we expect our customers to: a. Provide accurate and detailed information when submitting support requests. b. Cooperate with our support team by providing access to necessary systems or information required to troubleshoot and resolve issues. c. Adhere to our support processes and guidelines as communicated by our support team.
  5. Policy Updates We may periodically review and update this Support Policy to align with evolving customer needs and industry best practices. The most recent version of the policy will be published on our website.

If you require any assistance or have further questions regarding our support services, please reach out to our support team through one of the available channels mentioned in Section 2.

Thank you for choosing Vizidots. We appreciate your trust in our products and services, and we look forward to serving you.

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