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Support Policy
Effective Date: December, 2023.
1. Introduction
Welcome to Esofticstudio’s Support Policy. This document outlines our commitment to providing assistance and support to our valued clients. By using our services, you agree to comply with the terms outlined in this policy.
2. Scope of Support
Our support services cover assistance related to the use and functionality of our products and services. This includes but is not limited to:
Technical assistance with our website design and development services.
Clarifications regarding our graphic design solutions.
Guidance on UI & UX design aspects.
Support for digital marketing and SEO services.
Consulting on our services and related queries.
3. Support Channels
We offer support through the following channels:
Email Support: contact@esofticstudio.ca
Phone Support: +1 (647) 325-7727
Our support hours are 9am to 5pm, EST.
4. Response Time
We strive to respond to all support inquiries in a timely manner. Our usual response time is 24hours.
5. Exclusions
Our support services do not cover:
Issues caused by third-party software or services.
Customization requests beyond the scope of our standard services.
Support for outdated or unsupported versions of our products.
6. Support for Third-Party Products
If our services involve the use of third-party products, our support is limited to providing guidance on their integration and use. For issues related to third-party products, we may direct you to the respective support channels.
7. Bug Reporting
If you encounter any bugs or issues with our products or services, please report them to our support team. We appreciate your assistance in improving the quality of our offerings.
8. Updates and Upgrades
We may release updates or upgrades to our services. Support for older versions may be limited, and we encourage users to keep their services up to date.
9. Customer Responsibilities
To ensure efficient support, customers are responsible for:
Providing accurate information about the issue.
Cooperating with our support team in diagnosing and resolving problems.
Keeping their accounts and access credentials secure.
10. Changes to this Support Policy
We reserve the right to update this Support Policy as needed. Any changes will be effective immediately and will be communicated through our website.
11. Contact Information
If you have any questions or concerns regarding our Support Policy, please contact us at +1 (647) 325-7727.