1. Customer Support Terms

• Support Hours:

  • Standard support is available from 9:00 AM to 6:00 PM (MYT), Monday to Friday.

  • Premium users may access extended support hours as per their membership tier.

• Response Times:

  • General inquiries: Within 24 hours.

  • High-priority issues (e.g., payment failures, account suspension): Within 4 hours during support hours.

• Escalation Procedures:

  • Level 1: Initial response and resolution attempt by the support team.

  • Level 2: Escalation to a specialist if unresolved within 48 hours.

  • Level 3: Final review by management for critical or unresolved cases.

2. Notifications and Updates

• Communication Channels:

  • Important updates are communicated via:

    • Email: Registered users will receive updates on policy changes, new features, and critical alerts.

    • Dashboard Alerts: Notifications are displayed prominently on the user dashboard for immediate attention.

    • Mobile Push Notifications (if enabled): Time-sensitive alerts sent to mobile devices.

• Types of Notifications:

  • Account updates: Password changes, account activity alerts.

  • Transactional updates: Order confirmations, payment receipts.

  • Policy changes: Updates to terms, privacy policy, or membership features.