Pofii Ltd. Support Policy

Effective date: 1 January 2023

This Support Policy outlines the levels of support provided by Pofii to its customers. It is to be read in conjunction with our Terms of Service.

Availability: Daily, for 4 hours. The specific hours will be communicated on our website. You can check support channels working hours here. (Click)
Response Time: We target a maximum initial response time of 10 minutes.
Resolution Time: We aim to resolve most issues within 1 hour of the initial response, depending on the complexity of the issue.
Upgrade Option: Customers can opt for our 24/7 Live Chat support at a fee of 9.99 USD per month or its currency equivalent. Once activated, this feature covers the entire Pofii account and all services linked to it.

Availability: 24/7.
Response Time: Our goal is to respond to all emails within 2 hours.
Resolution Time: We aim to resolve email queries within 8 hours from the initial response.

Availability: 24/7.
Response Time: We aim to acknowledge and provide an initial response to all tickets within 2 hours.
Resolution Time: While the time to resolve an issue can vary based on its complexity, our objective is to resolve all issues within 10 hours of a ticket being opened.

Fee: 9.99 USD, covering the entire Pofii account and all associated services.
Scope: This support tier is designed for customers requiring advanced WordPress assistance. It includes, but is not limited to, periodic scans, optimizations, and in-depth issue resolutions. This premium support does not replace our standard support but offers an additional layer of expertise for those needing specialized WordPress developer intervention.
Resolution Time: We aim to resolve premium support queries within 6 hours from the initial response, depending on the complexity of the issue.

All response and resolution times mentioned are targets and not guarantees. However, we strive to meet or exceed these targets consistently.
In the event of high ticket volumes or unforeseen circumstances, resolution times may be extended. We will always keep our customers informed in such situations.