Support Services

Effective Date: 07.09.2024

1. Introduction

This document provides information on how to obtain support, including our contact methods, response times, and the scope of support services we offer.

2. Contact Information

To get support, please use the following contact methods:

    Email Support: For general inquiries and support requests, email us at info@redxsec.com. Please include detailed information about your issue to help us assist you more effectively.

    Phone Support: For urgent support needs, call us at +959 981 513 417 during our business hours.

3. Support Hours

    Business Hours: Our support team is available Monday to Friday 9AM to 5PM Asia Pacific time zone.

    Emergency Support: For critical issues outside of regular business hours, please refer to our emergency support procedures if applicable.

4. Response Times

    Acknowledgment: We will acknowledge receipt of your support request within 3 business days.
    Resolution Time: Our goal is to resolve support issues within 2 business days, depending on the complexity of the problem.

5. Scope of Support

    Included Support: Our support includes assistance with technical issues related to our Services, troubleshooting, and guidance on the use of our products.
    Exclusions: Please note that our support does not cover:
        Issues arising from modifications or customizations made by you or third parties.
        Problems related to your hardware or other software not provided by us.
        Training or consulting services beyond the scope of our standard offerings.

6. Support Fees

    Included Services: The support services described in this document are included in the fees for our Services.
    Additional Costs: Any support required beyond what is included may incur additional charges. We will discuss and agree upon these charges before providing extra support.

7. Escalation Process

If you are not satisfied with the support you receive, you can escalate the issue by:

    Escalation Contact: william
    Email: eternal@redxsec.com
    Phone: +959 981 513 417

8. Changes to Support Information

We may update this support information periodically. Please refer to this document regularly to stay informed about any changes to our support services.

9. Contact Us

For any additional questions or assistance not covered in this document, please reach out to us using the contact information provided above.

Thank you for choosing Red&Sec Myanmar. We are committed to providing you with excellent support.

Red&Sec Myanmar
eternal@redxsec.com
+959 981 513 417