Support Policy for IoTezy.com
Effective Date: 8 January 2025
At IoTezy.com, we are committed to providing reliable post-sales support to ensure the optimal performance of our IoT solutions. This Support Policy outlines the available support channels, response times, and service commitments.
1. Support Availability
a. Remote Support Hours:
- Our technical support team is available Monday to Friday, 8 hours per day.
- Support hours are from 0900 to 1700 [GMT+8].
- Support is not available on weekends and public holidays.
b. 24/7 Message Submission:
- Customers can submit inquiries via email (support@staging.iotezy.com) or our contact form at any time.
- Messages received outside of support hours will be addressed during the next available business day.
2. Support Channels
We provide post-sales support through the following channels:
- Phone Support: Available during business hours for troubleshooting and guidance.
- Email Support: Submit inquiries to support@staging.iotezy.com for non-urgent issues.
- Contact Form: Available on our website for customers to submit queries 24/7.
3. Scope of Support
Our support covers:
- Basic troubleshooting of IoTezy hardware and software solutions.
- Guidance on installation, setup, and usage of purchased IoT solutions.
- Diagnosis of technical issues and recommendations for resolution.
Our support does not cover:
- Hardware repairs or replacements (refer to our Hardware Warranty Policy).
- Third-party software or hardware issues beyond our product scope.
- On-site support services.
4. Response Times
- Phone Support: Immediate response during business hours.
- Email & Contact Form: Responses within 1 business day for general inquiries and 2 business days for technical escalations.
5. Escalation Process
If an issue cannot be resolved through standard support channels, it may be escalated to our advanced technical team. Customers will be informed of expected resolution timelines based on the complexity of the issue.
6. Disclaimers
Once the product is sold, ownership and full responsibility for its use, maintenance, and performance are transferred to the buyer.
IOTezy is not liable for any direct, indirect, incidental, or consequential damages, including but not limited to loss of data, business interruptions, or financial losses arising from the use, misuse, or failure of the sensor. It is the buyer’s responsibility to ensure proper installation, usage, and maintenance of the product according to their specific requirements.
By purchasing and using our product, the buyer acknowledges and accepts these terms.
7. Contact Us
For any support inquiries, please reach out to us:
Phone: +65 88821524
Email: support@staging.iotezy.com
Contact Form: Available on our website
We are dedicated to ensuring the best post-sales experience for our customers.