Last updated on 03-11-2024 18:10:53
At the Pinakin Webs, we are committed to providing reliable and efficient support for our WordPress plugins and software. This Support Policy outlines the scope of assistance we provide, response times, and our guidelines for ensuring a smooth experience.
1. Scope of Support
Our support services cover the following:
- Installation Assistance: Help with installing and setting up our plugins or software.
- Product Usage: Guidance on using the core features and functionalities.
- Bug Fixes: Addressing any confirmed bugs or errors in our products.
- Updates and Compatibility: Support for compatibility issues related to WordPress updates, provided your license is valid and active.
Our support does not cover:
- Customization: Custom development or feature requests outside of the product’s standard functionality.
- Third-Party Integrations: Issues related to third-party plugins or themes not developed by the Pinakin Webs.
- Server or Hosting Issues: Support for server configuration or hosting issues must be handled by your hosting provider.
2. Response Time
We strive to respond to support requests within 24-48 hours during our regular business hours, Monday – Friday, 9:00 AM – 6:00 PM (IST). Support requests received outside business hours will be addressed on the next business day.
3. Support Channel
Our support team is available via email only. For assistance, please reach out to us at:
- Email: [support@pinakinwebs.com]
We do not offer phone or live chat support at this time.
4. Support Requirements
To help us resolve your issue efficiently, please provide the following information when reaching out:
- Product name and version
- Detailed description of the issue
- Screenshots or error messages (if applicable)
- Steps to reproduce the issue (if known)
5. Support Limitations and Consultation Charges
Support is available to customers with a valid license for the purchased product. If your license has expired or is invalid, you may still request support; however, consultation charges will apply. Please contact us for details on consultation fees.
6. Termination of Support
We reserve the right to terminate support services for customers who engage in abusive or inappropriate behavior toward our support team.
7. Modifications to this Policy
The Pinakin Webs reserves the right to update or change this Support Policy as needed. Any updates will be posted on our website and will take effect immediately.