Support Policy

At Seven Billion Technologies Pvt. Ltd. (Nector), we are dedicated to providing exceptional support to ensure your success with our platform. Our support team is available Monday to Friday, excluding holidays.

1. SUPPORT CHANNELS

You can reach us through the following channels:

• Email: Send your inquiries to support@nector.io. Please allow up to 48 hours for a response.
• Chat: Utilize the chat option within the Nector dashboard. Expect a response within 8 hours.
• Live Chat: Access live chat via the Nector dashboard. Response times range from 2 minutes to 8 hours.
• Google Meet Support Call: Schedule a Google Meet call through the Nector dashboard, available exclusively for Growth plans and above. Please book only as necessary.

Note: Support is only available through the channels mentioned above. Please refrain from contacting us via other mediums.

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2.SCOPE OF SUPPORT

Our support services include assistance with:

• General questions about our application.
• Technical aspects of our platform.
• Installation guidance.
• Setup and configuration help.
• Loyalty strategy advice.

However, our support does not cover:

• Errors related to your store's theme affecting the customer registration page; please consult your theme developer.
• Application conflicts arising from theme customizations.
• Issues for customers who have exceeded their program limits; we reserve the right to deny support in such cases.

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3.SUPPORT ETIQUETTE

We strive to offer professional and courteous support. Conversations that are unprofessional or contain insults towards our staff or business may result in refusal of further assistance.

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4.LIMITATION OF LIABILITY

When granting access to Nector.io support staff, we are not liable for any changes, customizations, or alterations to your shop that may result in lost profits or any special, incidental, or consequential damages arising out of or in connection with our products or services.

This Support Policy is effective as of 03/04/2023.