Support Policy
Last updated: January 02, 2025
At Hexite Technologies, we are committed to providing exceptional support to ensure our clients can effectively leverage our AI-powered marketing solutions. This Support Policy outlines our support standards and procedures.
1. Support Channels
Users can access our support team through the following primary channels:
- Email Support: Send your inquiries to hello@zenxai.io.
- Dashboard Support: Registered users can submit tickets directly through the ZenXAI platform dashboard.
2. Support Hours
Our standard support hours are:
- Monday – Friday: 9:00 AM to 6:00 PM (IST)
- Saturday: Limited support for critical issues.
- Sunday & Holidays: Closed (Critical system monitoring remains active).
3. Response Time Targets
We aim to respond to all inquiries within the following timeframes:
- Urgent Issues (System Down): Initial response within 4 hours during support hours.
- General Inquiries: Initial response within 24–48 hours.
- New Feature Requests: Reviewed within 5 business days.
4. Scope of Support
Our support includes:
- Assistance with platform configuration and setup.
- Troubleshooting technical errors or platform bugs.
- Clarification on feature usage and platform functionality.
Note: Support does not include custom marketing strategy development, third-party software debugging unrelated to our API, or direct data entry services unless specified in a separate service agreement.
5. User Responsibilities
To help us resolve issues quickly, users are expected to:
- Provide a clear description of the issue.
- Include screenshots or error messages where applicable.
- Maintain up-to-date contact information.
Contact Support
If you need assistance, please feel free to reach out to our team: