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Support Policy

We are committed to providing exceptional customer support to ensure your experience with our software solutions is smooth, reliable, and satisfactory. This Support Policy outlines the terms, scope, and procedures for receiving support from our team.

Support Availability

Our support team is available during the following hours:

  • Business Hours: Sunday to Thursday, 9:00 AM – 6:00 PM (GMT+6)
  • Emergency Support: Available 24/7 for critical issues only

We observe all major public holidays in Bangladesh. During these times, support response may be delayed.

Support Channels

We offer support through the following channels:

Supported Services

Our support policy covers:

  • Technical assistance for our proprietary software and systems.
  • Troubleshooting bugs or functionality issues.
  • Guidance on using features and tools.
  • Assistance with installation, configuration, and updates.
  • User account and licensing inquiries, and others.

Customer Responsibilities

To help us serve you better, we ask that you:

  • Provide clear and complete information about the issue.
  • Include any relevant screenshots, logs, or steps to reproduce the issue.
  • Maintain up-to-date backups of your systems and data.
  • Keep your software version updated.

What Our Support Does Not Cover

  • Third-party software, plugins, or integrations not developed or officially purchased from SoftLab.
  • Websites or applications related to adult content, gambling, illegal activities, or other restricted industries.
  • Custom code or unauthorized modifications made to our software.
  • Outdated or deprecated versions of our software.
  • Server configuration, hosting issues, or network-related problems outside our infrastructure.
  • Training, consultancy, or personalized coaching sessions, unless covered by a separate agreement.
  • Hardware-related issues, including problems with computers, printers, or peripheral devices.
  • Support for products or services not listed in your current subscription or agreement.

Feedback & Escalations

If you are unsatisfied with the support you’ve received, please escalate the matter by emailing contact@softlabbd.com. We value your feedback and use it to improve our services continuously.

Policy Updates

SoftLab reserves the right to update this policy at any time. Changes will be posted on this page with an updated effective date.