Customer Support Policy

Introduction
Mubdie Ltd aims to provide professional, responsive customer support that ensures service continuity and a positive experience for hosting customers. This policy sets out the scope of support, the parties’ obligations, exclusions of liability, communication channels, and escalation procedures. It applies to all Mubdie customers unless a separate agreement states otherwise.

Scope of Support and Responsibilities Scope of support provided

• Covered services: technical and procedural assistance related to account setup and management, domain registration and DNS configuration, email setup and support for Mubdie‑provided email services, hosting environment issues (performance and server availability), and guidance on using the supported control panel (e.g., cPanel).
• Excluded services: custom development, third‑party application debugging or fixes outside Mubdie’s environment, data recovery where no customer backup exists, maintenance or repair of customer hardware or local networks, and support for software or solutions not supplied or officially supported by Mubdie.

Customer obligations

• Backups: Customers must keep regular backups of their data before requesting support or performing significant changes. Mubdie is not responsible for data loss or corruption if the customer does not maintain backups.
• Account information: Customers must provide accurate, current account and contact information and must protect their login credentials from unauthorized disclosure.
• Cooperation: Customers must cooperate with Mubdie support staff by providing reasonable access, documentation, and time to perform diagnostics and remediation.

Requesting Support — Required Information
When opening a ticket or starting a support session, please provide at least: account identifier or username, affected domain name, a clear and detailed description of the issue, reproduction steps if available, and relevant screenshots or error logs.
Customers should indicate the impact level (critical, high, medium, low) to help prioritize responses. Mubdie reserves the right to reclassify priority based on technical assessment.

Support Channels and Availability

• Live chat: Immediate assistance is available via the chat widget on mubdie.net for general inquiries and urgent technical matters. Do not share sensitive information (full card numbers, passwords) in chat.
• Tickets and email: For issues that require formal tracking, open a ticket via the client area or email support@mubdie.net. Ticket response times depend on priority levels published in the service‑level documentation or product appendix.
• Phone support: Phone assistance is available for eligible plans within published hours. Entry‑level, free, or limited plans may not include phone support; availability is shown on each product page.

Response Times and Escalation

• Response time definitions: Mubdie publishes target response times by priority (e.g., emergency, high, medium, low). Response time refers to the start of technical handling, not necessarily full resolution.
• Escalation: If an issue is not resolved within target timeframes, the ticket will be escalated to higher‑level staff (engineer, technical manager, operations manager) per internal procedures. Customers may request escalation via the ticket system, stating the justification and supporting evidence.

Exclusions and Liability Limits

• Data loss: Mubdie is not liable for data loss arising from the customer’s failure to maintain backups, remedial actions performed by the customer prior to contacting support, failures of customer equipment, or issues caused by third‑party software not supported by Mubdie.
• Third‑party faults: Mubdie is not responsible for failures caused by third‑party services (registry operators, third‑party mail providers, or customer‑supplied plugins). Mubdie will, where reasonable, provide guidance on third‑party issues but may not directly remediate them.
• Financial liability cap: Mubdie’s monetary liability is limited to the total amounts paid by the customer for the affected service during the twelve (12) months preceding the claim, unless a separate contract specifies otherwise. This limitation does not apply to losses caused by willful misconduct or gross negligence that cannot be excluded by applicable law.

Security and Data Privacy During Support

• Limited access: Support staff will access customer data only as necessary for diagnosis and repair and will follow Mubdie’s privacy and security procedures.
• Mandatory disclosures: Mubdie may disclose data in response to a lawful court order or authorised government request, or as required to comply with registry obligations; where permitted, Mubdie will notify the customer.
• Audit logs: Mubdie will retain logs of support actions, including timestamps and actions taken, for auditing and compliance purposes.

Fees and Additional Charges

• Paid services: Advanced support (for example, complex recoveries or managed services) may be charged separately or provided under higher‑tier paid plans. Fees are published on product pages or provided in a written quote and require customer approval before work begins.
• Emergency or out‑of‑hours fees: Premium fees may apply for emergency responses outside standard support hours or for expedited assignments requiring specialist engineers.

Policy Updates and Governing Law

• Policy changes: Mubdie may update this policy from time to time. Updated versions take effect upon publication on the website or as otherwise notified. Continued use of the service after publication constitutes acceptance of the changes.
• Governing law: This policy is interpreted and applied in accordance with the governing law set out in Mubdie’s primary service agreement. Disputes are subject to the jurisdictional provisions in that agreement.

Conclusion
Mubdie is committed to delivering effective and professional support to minimize downtime and improve performance. For immediate assistance, open a ticket in the client area or start a live chat session, and always include the requested information so our team can provide a fast, accurate resolution.

Contact
Support email: support@mubdie.net
Privacy/data requests: privacy@mubdie.net