SUPPORT POLICY
A support policy outlines the guidelines and procedures for providing assistance, support, and customer service for a product, service, or platform. It defines the level of support available, the channels through which users can seek help, the response times, and the types of issues that are covered. A support policy may also include information about eligibility for support, technical requirements, troubleshooting steps, escalation processes, and any limitations or exclusions. It ensures that users understand what to expect in terms of support services and provides a framework for the organization or business to effectively address customer inquiries, resolve issues, and provide necessary assistance.
The following is an easy-access summary. For the full details, please see our terms and conditions.
SUPPORT POLICY
Etechfest Support Policy aims to ensure your experience using your Etechfest products, packages or services is as pleasant and easy as possible. Our support desk is open to all our customers. However, Etechfest Support only covers the standard functionality of your Etechfest products, packages or services itself.
We don’t offer support for the installation, customization or administration of products, packages or services itself, nor do we provide any support for 3rd party products, packages, services, plug-ins, browsers, personal computers or servers. Issues with plug-ins, web browsers, personal computers or servers should be raised with the products, packages or services author, and our support can help with any products, packages or services.
Furthermore, whilst we will do everything we can to ensure your products, packages or services works as advertised, we won’t help with customization for functionality not already in the products, packages or services. We do, however, have a number of tutorials to help you customize your products, packages or services which you can make use of.
Supported (no more than ~10 lines of code)
- Installing your purchased products, packages or services;
- Setting up your products, packages or services to work like the demo;
- Minor products, packages or services modification, like colors or fonts for existing elements;
- Changes of alignment for different elements;
- Adding Custom code not more than 10 lines;
- Remove a non-customizable feature from the products, packages or services;
- Fixing a bug, plug-ins, browsers, personal computers, or servers conflict/incompatibility. (depending on complexity);
Not supported (changes that involve writing more than ~20 lines of code or modifications in multiple products, packages or services)
- Extensive products, packages or services customization;
- Change the layout of the products, packages or services;
- Change the location of an element in a products, packages or services;
- Add one or more features that are not included in the products, packages or services by default;
- Adding a new color scheme;
- Issues relating to plug-ins, browsers, personal computers or servers.
We frequently go above and beyond to make sure customers get the help they need. Please note, however, that our Support is intended to provide assistance with products, packages or services rather than to customize your plug-ins, browsers, personal computers or servers. You should not expect to receive excessive customization assistance.
For paid customization services for our products, packages or services, please see products, packages or services page for more details or considering getting the Customization Support related to products, packages or services.
Have something in mind and still can’t decide if it’s a minor or extensive modification? Contact us!
SCHEDULE
Our support is available 24/7!
Our support desk is checked multiple times a day during standard working days (Monday to Friday) and tickets will be replied to in the order they are received. Our team is located in Asia (GMT+5), and we typically work 9am – 5pm, so please bear this in mind when creating support tickets. However, we do aim to reply to all tickets within 24-48 hours.
On occasion we’ll provide support at weekends, but please do not expect a fast turn-around on Saturday or Sunday.
Etechfest reserves the right to change or modify current Support Policy with no prior notice.