Support Policy

At Alaxora, we are committed to delivering dependable, professional support for all our social media management, post management, and website services. This Support Policy outlines how and when you can reach us, our expected response times, and the scope of assistance provided under client service plans.

1. Support Hours & Availability

Our standard operational hours for client inquiries, scheduling requests, and account updates are:

• Monday to Friday: 9:00 AM – 5:30 PM (UK Time / GMT)
• Weekends & UK Bank Holidays: Closed (urgent system outages monitored)

Requests submitted outside standard business hours will be reviewed on the following working day.

2. How to Contact Support

To ensure all issues are tracked and resolved efficiently, please submit all support inquiries through our verified channels:

• Primary Support Email: info@alaxora.work.gd
• Urgent Client Phone: +44 7438 255649

Please include your business name, a clear description of the issue or update required, and any relevant links, screenshots, or error messages.

3. Response & Resolution Targets

We prioritize requests based on their urgency and operational impact:

• Critical Outages / Urgent Website Downtime: Initial response within 2–4 business hours. Immediate investigation and remediation.
• Content Adjustments & Scheduled Post Edits: Response within 24 business hours. Revisions handled in accordance with scheduled publishing calendars.
• General Inquiries & New Feature Requests: Response within 24–48 business hours.

4. Scope of Support

Our ongoing support covers:

• Assistance with social media campaign schedules, publishing calendars, and post revisions.
• Routine maintenance, core CMS updates, security checks, and regular website backups for active website clients.
• Troubleshooting broken links, layout inconsistencies, or publishing errors related to delivered assets.

Support does not cover third-party platform algorithm changes, account suspensions caused by third-party terms violations, or extensive out-of-scope website redesigns unless agreed via a separate project estimate.

5. Revisions & Project Approvals

As detailed in our Refund and Cancellation Policy, each project deliverable includes up to two rounds of revisions prior to final publishing or launch approval. Additional revision rounds or structural changes requested after approval are quoted at our standard hourly rates.