Support Policy
Dabilux Design Company Limited Address: 144 Le Thanh Tong Street, Bo Xuyen Ward, Thai Binh City Hotline: 0374 686 626 Email: lienhe@dabilux.com
1. Purpose of the Support Policy This policy is established to clearly define the scope of support Dabilux provides to customers, avoid misunderstandings, and ensure efficiency in technical support.
2. Scope of Support Includes – Initial installation guidance for themes/plugins provided by Dabilux. – Rectification of technical errors inherent to Dabilux’s own products. – Guidance on using features available in the documentation or product. – Instructions on activating and managing usage licenses.
3. Scope of Non-Support – Product customization based on personal requests or unique designs. – Resolution of conflicts with third-party plugins or themes not developed by Dabilux. – Support for issues related to incompatible hosting/server environments. – Advanced support for security, speed optimization, or services beyond the product’s scope.
4. Support Hours – Monday to Friday, during business hours: 9:00 AM – 5:00 PM (no support outside business hours, on weekends, or public holidays). – The average response time is within 24 working hours from the receipt of the request.
5. Official Support Channels – The ticket system or contact form on the official website: dabilux.com – Email: lienhe@dabilux.com Note: Dabilux does not provide support via Facebook, Zalo, or other unofficial chat platforms to ensure control and quality of service.
6. Technical Support Duration – For annual licenses: technical support is valid for the duration of the active license. – For lifetime licenses: lifetime support for issues within the scope of support. – Support may be suspended if license violations or improper use are detected.
7. Additional Regulations – In some complex cases, Dabilux may request website or hosting login information for inspection. This information will be kept strictly confidential and used solely for troubleshooting. – Dabilux reserves the right to refuse support if the request exceeds the scope of the published policy.
