Effective Date: December 16, 2023

Support Policy for DiBest Spot Limited

At DiBest Spot Limited, we are committed to providing exceptional support to ensure a seamless experience with our services. This Support Policy outlines the types of support we offer, the methods by which you can reach us, and the expectations for support resolution.

1. Scope of Support

Our support services cover the following areas:

• Account Management: Assistance with account creation, login issues, and account settings.
• Payment Processing: Guidance on processing transactions, understanding fees, and resolving payment issues.
• Technical Support: Troubleshooting and resolving technical issues related to our platform.
• Compliance Assistance: Help with understanding and meeting Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements.
• General Inquiries: Providing information about our services, policies, and procedures.

2. Support Channels

We offer support through the following channels:

• Email Support: Reach us at support@dibestspot.com for any inquiries or issues. Our team will respond within [insert response time, e.g., 24-48 hours].
• Live Chat: Available on our website during business hours [insert hours of operation], providing real-time assistance for urgent issues.
• Help Center: Access our online Help Center [insert link] for self-service resources, including FAQs, user guides, and troubleshooting tips.

3. Support Availability

• Business Hours: Our support team is available from [insert business hours, e.g., Monday to Friday, 9 AM - 6 PM (Your Time Zone)].
• Response Time: We strive to respond to all inquiries within [insert response time, e.g., 24-48 hours]. Urgent issues related to payment processing or account security will be prioritized.

4. Support Process

• Initial Contact: When you contact us for support, please provide as much detail as possible about your issue, including any relevant screenshots, error messages, or transaction IDs.
• Ticket Creation: For email inquiries, a support ticket will be created, and you will receive a confirmation with a unique ticket number.
• Resolution: Our support team will work to resolve your issue promptly. Depending on the complexity, some issues may require escalation to specialized teams or third-party service providers.
• Follow-Up: After resolving your issue, we may follow up to ensure that the solution was effective and that you are satisfied with the outcome.

5. Escalation Procedure

If you are not satisfied with the initial resolution provided, you may request an escalation by replying to the support ticket or contacting us directly at support@dibestspot.com. Your issue will be reviewed by a senior support representative or manager.

6. Service Level Agreement (SLA)

While we strive to resolve all issues promptly, certain factors such as the nature of the issue, third-party involvement, or unforeseen technical difficulties may affect resolution times. We do not guarantee resolution within a specific timeframe but will keep you informed of progress throughout the process.

7. Limitations of Support

• Third-Party Services: Our support covers issues directly related to our services. We may assist with third-party services integrated with our platform, but our ability to resolve such issues may be limited.
• Unsupported Requests: We do not provide support for activities outside the scope of our services, such as custom development, legal advice, or third-party software issues not related to our platform.

8. Customer Responsibilities

To ensure effective support, we ask that you:

• Provide Accurate Information: Include all necessary details and documentation when submitting a support request.
• Be Responsive: Respond promptly to our inquiries or requests for additional information to avoid delays in resolving your issue.
• Respectful Communication: Treat our support staff with respect and professionalism. Abusive or inappropriate behavior will not be tolerated.

9. Changes to This Support Policy

We reserve the right to update or modify this Support Policy at any time without prior notice. Any changes will be effective immediately upon posting the revised Support Policy on our website. We encourage you to review this Support Policy periodically for any updates.

10. Contact Us

If you have any questions or concerns about this Support Policy or need further assistance, please contact us at mail@dibestspot.com.