Support Policy for AVATHAN, LLC
Effective Date: September 7, 2024
At AVATHAN, LLC, we are committed to providing high-quality support to our clients. This Support Policy outlines the terms and conditions for receiving support, including the process for submitting support requests, our ticket system, and our refund policy. By using our services, you agree to this Support Policy.
1. Support Availability
Support is provided for issues directly related to our services, which include web development, SEO, digital marketing, and other offerings listed on our website. Our support team is available during standard business hours, Monday to Friday, [Insert Timezone and Hours]. Support requests outside of these hours may be responded to on the next business day.
2. Support Ticket System
All support requests must be submitted through our Ticket System, available at https://avathan.com/ticket/. To use the system, you are required to register and log in.
Ticket System Process:
1. Registration: To submit a support ticket, you must first create an account by registering on our website. A confirmation email will be sent for account activation.
2. Ticket Submission: Once logged in, you can submit a ticket by providing details about the issue you are facing. Be as specific as possible to help us resolve the issue quickly.
3. Ticket Response Time: We aim to respond to all support tickets within [Insert Timeframe] business hours. More complex issues may take longer to resolve, but we will keep you updated on the progress.
4. Ticket Priority: Tickets are handled in the order they are received. However, urgent issues may be escalated at our discretion.
5. Support Resolution: We will work diligently to resolve your issue and will notify you when it has been addressed. You can track your ticket’s status at any time through the support portal.
3. What is Covered
Our support covers:
• Website issues related to development, design, or SEO services we have provided.
• Guidance on how to use the features we have built or set up for your website.
• Basic troubleshooting of minor issues.
Our support does not cover:
• Issues resulting from third-party plugins, software, or hosting environments not managed by us.
• Problems caused by alterations or modifications made by you or a third party after service delivery.
• Training or tutorial requests unrelated to services we’ve provided.
For non-covered support, we may offer consultation services at an additional cost, which will be agreed upon before proceeding.
4. No Refund Policy
All services provided by AVATHAN, LLC are non-refundable. Once services are rendered, no refunds will be issued under any circumstances. This applies to all services, including but not limited to web development, SEO, graphic design, and digital marketing.
By agreeing to proceed with our services, you acknowledge that all payments are final, and you understand and accept that no refunds or credits will be provided.
5. Limitation of Support
Support is intended for issues directly related to the services we provide. We do not provide ongoing, continuous support for completed projects unless otherwise agreed upon in a service contract. After the final delivery of a project, additional support may be subject to separate maintenance agreements or billed on a per-issue basis.
6. Account Responsibility
It is your responsibility to maintain the confidentiality of your login credentials for the ticket system. AVATHAN, LLC is not liable for any unauthorized access to your account due to your failure to secure your login information.
7. Modifications to This Policy
We reserve the right to modify this Support Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy regularly to stay informed about how we handle support.
8. Contact Us
If you have any questions or concerns regarding this Support Policy, please contact us at:
AVATHAN, LLC
Email: support@avathan.com
Phone: (520) 891-4332
Address: 6424 E. Greenway Parkway Suite # 100 – 675 Scottsdale, AZ. 85254
