Support Policy

WPERP Support Policy

About this Support Policy

This Support Policy describes what support you can expect from us in regards to WPERP Service.

By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.

Incorporation by reference

This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:

  1. Interpreting these use terms
  2. Support service
  3. Passwords and account security
  4. Your privacy
  5. Warranties
  6. Liability
  7. Documents and notices

The provisions incorporated into this support policy from the terms must be read as being applicable to this support policy, to the extent doing so does not materially change their meaning. To the extent the provisions of this support policy conflict with the serms, the provisions of this support policy will prevail to the extent of the conflict.

The defined terms in the supplementary glossary in the support policy have specific meanings in the context of this support policy and shall be interpreted in accordance with the principles set out in the terms.

Product Support Channels

We only provide Support Services through email. We do not provide our support service through any other channel (including, but not limited to direct e-mail, live chat, Facebook, Twitter or over the phone) at this time.

You need to submit a ticket using the contact form or send an email directly to support@wperp.com to take advantage of our support service and bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you. Our support tickets, and information you share with us through these tickets, are confidential. Only you and our support team will see your ticket.

Our frequently answered questions (or “FAQs”) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.

What Our Support Service Covers

We only support our products. Our support service includes-

  1. Assistance with product installations
  2. Assistance with product configuration
  3. Assistance with products usage

What Our Support Service Does Not Cover

Our support service does not cover our products supplied by third parties and services. We may require you to disable third party products that are installed alongside our products before we are able to assist you.

Customization

We provide our products as is. We do not customize our products or support any third party customizations of our products. A customization is anything that changes the way our products look or function relative to how we make our products available to you.

We do our best to offer advice and direct you to appropriate resources if you require assistance with customized products. We do not take responsibility for third party solutions or customized products.

We will fix any defects in our products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our support tickets for smaller defects or errors as a precursor to a more substantial update to the particular product as part of our scheduled product updates.

General Information

Our general support hours are Saturday to Thursday, 10:00 to 18:00 (Bangladesh Standard Time, or GMT+6). Although we strive to respond to all queries within 14 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.

If you would like to contact us regarding account-related issues or pre-sales questions, use our contact form. We will respond to you as soon as possible.

Supplementary Glossary

“Electronic Communications” means any text, voice, sound, image or video message sent over an electronic communications network that can be stored in the network or in the recipient’s terminal equipment until it is collected by the recipient or on the recipient’s behalf;
“Support Ticket” means the support service we offer via email.
“Support Policy” means this support policy, as amended from time to time;
“Terms” means the WPERP website use terms located at https://wperp.com/terms-of-service/

Last Updated: 8 January 2017