Support Policy

At UnqSoft, we are committed to providing exceptional support to our customers. This Support Policy outlines our commitment to customer service, response times, and the various support channels available to you.

1. Support Channels

We offer multiple channels for customer support:

  • Email Support: [email protected] (24/7)
  • Response Time: Within 24 hours for standard support

2. Response Times

We strive to respond to all support requests promptly:

  • Critical Issues: Within 2 hours during business hours
  • High Priority: Within 4 hours during business hours
  • Medium Priority: Within 24 hours
  • Low Priority: Within 48 hours

3. Support Hours

Our standard support hours are:

  • Monday to Friday: 9:00 AM - 6:00 PM GMT+3
  • Weekends and Holidays: Limited support available
  • 24/7 Emergency Support: Available for enterprise customers

4. Support Levels

We offer different levels of support based on your subscription:

  • Basic Support: Email support with standard response times
  • Premium Support: Priority email support with faster response times
  • Response Time: Within 4 hours for premium support
  • Enterprise Support: 24/7 dedicated support with a personal account manager

5. Issue Resolution

Our support team follows a structured approach to resolve issues:

  • Initial assessment and categorization
  • Investigation and troubleshooting
  • Solution implementation
  • Verification and follow-up

6. Self-Service Resources

We provide various self-service resources to help you resolve common issues:

  • Comprehensive documentation
  • Video tutorials
  • FAQs
  • Knowledge base articles
  • Community forums

7. Feedback and Improvement

We continuously strive to improve our support services. After each support interaction, you'll have the opportunity to provide feedback on your experience. Your feedback helps us enhance our support processes and better serve our customers.

8. Support Policy Updates

We may update this Support Policy from time to time to reflect changes in our support services. We will notify you of any significant changes through our website or via email.

9. Contact Us

If you have any questions about our Support Policy or need assistance, please contact us at [email protected].

Last updated: 07.07.2025