At Vexlina, we are committed to providing exceptional support to ensure your experience with our products and services is seamless and satisfying. This Support Policy outlines the types of support we offer, how to access assistance, and our service standards. By using our Services, you agree to the terms outlined in this Support Policy.

TABLE OF CONTENTS

1. OUR SUPPORT COMMITMENT
2. SUPPORT CHANNELS
3. SUPPORT HOURS
4. TYPES OF SUPPORT PROVIDED
5. SUPPORT REQUEST PROCESS
6. RESOLUTION TIMELINES
7. ISSUES OUTSIDE OF SUPPORT SCOPE
8. PRODUCT WARRANTY SUPPORT
9. SOFTWARE AND APP SUPPORT
10. ACCOUNT AND BILLING SUPPORT
11. FEEDBACK AND SUGGESTIONS
12. SUPPORT POLICY UPDATES
13. CONTACT SUPPORT

1. OUR SUPPORT COMMITMENT

We strive to provide timely, helpful, and professional support to all our customers. Our support team is trained to assist with product inquiries, technical issues, order questions, and general service-related matters. We aim to resolve issues efficiently while maintaining clear communication throughout the support process.

2. SUPPORT CHANNELS

You can reach our support team through the following channels:

• Email: support@vexlina.com (Primary support channel)
• Contact Form: Available on our website at vexlina.com/contact
• In-App Support: Through the Vexlina mobile application (Settings > Help & Support)
• Phone: +8801885738929 (During support hours)
• Live Chat: Available on our website during business hours

Note: For the fastest response, please use email or the contact form, as these allow us to track and manage your request most effectively.

3. SUPPORT HOURS

Our support team is available during the following hours (Bangladesh Standard Time - BST):

• Monday - Friday: 9:00 AM - 8:00 PM BST
• Saturday - Sunday: 10:00 AM - 6:00 PM BST
• Holidays: Limited support available; response times may be extended

Support requests submitted outside of these hours will be addressed on the next business day.

4. TYPES OF SUPPORT PROVIDED

We provide support for the following areas:

A. Product Support

• Product setup and configuration assistance
• Troubleshooting technical issues
• Usage guidance and best practices
• Compatibility questions

B. Order Support

• Order status inquiries
• Shipping and delivery questions
• Order modifications or cancellations (if possible)
• Missing or incorrect items

C. Account Support

• Account creation and verification
• Password resets and security issues
• Profile and preference updates
• Account closure requests

D. Billing Support

• Payment processing questions
• Refund status inquiries
• Billing discrepancies
• Payment method updates

E. Technical Support

• Website functionality issues
• Mobile app troubleshooting
• Connectivity problems
• Software updates and installation

5. SUPPORT REQUEST PROCESS

To help us assist you efficiently, please follow these steps when submitting a support request:

1. Check Resources: Before contacting support, please check our FAQ page at vexlina.com/faq or the product manual/documentation.
2. Provide Details: When contacting support, include:
   • Your name and contact information
   • Order number (if applicable)
   • Product model/serial number
   • Clear description of the issue
   • Steps you've already taken to resolve the issue
   • Error messages or codes (if any)
3. Support Ticket: You will receive a support ticket number via email for tracking purposes.
4. Communication: Our support team will communicate with you primarily through email to ensure proper documentation.

6. RESOLUTION TIMELINES

We strive to respond to and resolve support requests according to the following timelines:

Initial Response Times

• Urgent Issues: Within 4 business hours (Critical system failures, major service disruptions)
• High Priority: Within 8 business hours (Order issues, payment problems, account access)
• Standard Inquiries: Within 24 business hours (General questions, product inquiries, technical support)
• Feature Requests/Feedback: Within 2-3 business days

Resolution Expectations

• Simple Issues: 1-2 business days
• Moderate Complexity: 3-5 business days
• Complex Technical Issues: 5-10 business days (with regular updates)
• Hardware/Product Issues: Varies based on warranty assessment and logistics

Note: Resolution times may vary based on issue complexity, availability of replacement parts, and external factors beyond our control.

7. ISSUES OUTSIDE OF SUPPORT SCOPE

The following issues are not covered by our standard support:

• Products purchased from unauthorized retailers or third-party sellers
• Damage caused by misuse, abuse, neglect, or accidents
• Unauthorized modifications or repairs
• Normal wear and tear
• Issues caused by third-party software, hardware, or services
• Products outside the warranty period (unless covered by extended warranty)
• Cosmetic damage that doesn't affect functionality
• Issues resulting from failure to follow product instructions

For issues outside our support scope, we may offer paid repair services or provide recommendations for third-party service providers.

8. PRODUCT WARRANTY SUPPORT

All Vexlina products come with a standard warranty. Warranty support includes:

• Repair or replacement of defective products
• Coverage for manufacturing defects
• Technical support for warranty-covered issues

To initiate a warranty claim:

1. Contact support with your proof of purchase and product details
2. Describe the issue and provide any relevant photos/videos
3. Our team will assess eligibility and provide instructions
4. If approved, we'll arrange for repair, replacement, or return as appropriate

Please review our specific product warranty terms for coverage details and limitations.

9. SOFTWARE AND APP SUPPORT

For software-related issues, we provide the following support:

• Installation assistance
• Compatibility troubleshooting
• Bug reporting and tracking
• Update guidance
• Feature explanations

Software Updates: We regularly release updates to improve functionality and security. We recommend keeping all Vexlina software and apps updated to the latest version.

End of Life Policy: We typically provide software support for current versions and one previous major version. Older versions may not receive updates or support.

10. ACCOUNT AND BILLING SUPPORT

For account and billing matters, we can assist with:

• Password resets and account recovery
• Updating account information
• Subscription management
• Billing inquiries and disputes
• Refund processing status

Security Note: For account security, we may require verification before making changes to your account or providing sensitive information.

11. FEEDBACK AND SUGGESTIONS

We welcome and encourage feedback about our products and services. You can submit feedback through:

• Our feedback form at vexlina.com/feedback
• Email to feedback@vexlina.com
• Product reviews on our website

While we may not respond to all feedback submissions individually, we review all input and use it to improve our products and services.

12. SUPPORT POLICY UPDATES

We may update this Support Policy from time to time. The updated version will be indicated by an updated "Last updated" date at the top of this page. Changes will become effective when posted. We encourage you to review this policy periodically to stay informed about our support practices.

Significant changes to our support offerings or policies will be communicated to users through email or notifications within our Services.

13. CONTACT SUPPORT

If you need assistance or have questions about our Support Policy, please contact us:

Vexlina Support Team
Email: support@vexlina.com
Phone: +8801885738929 (During support hours)
Website: vexlina.com/contact
Address: Mirpur, Dhaka, Bangladesh, Dhaka, Dhaka 1216

For non-support inquiries, please use contact@vexlina.com.