This Support Policy outlines how we provide assistance to customers after their purchase.
Eligibility for Support
Our support services apply exclusively to products purchased from KloudBucket. Before reaching out, we encourage you to consult our FAQ section and product documentation, as they may already contain the answers you need.
How to Get Support
Support is available through our ticket system, accessible via the SUPPORT PORTAL in our website’s footer menu. While we strive to respond promptly, responses are not immediate. All requests are added to a support queue and addressed as soon as a team member is available. We only provide technical assistance through our ticketing system—not via live chat, website comments, Telegram, Skype, or any social media platform. The SUPPORT PORTAL is the only authorized channel for technical support.
Support Availability
Support requests are handled on business days from 09:00 AM to 5:00 PM UTC, in the order they are received. While most inquiries are resolved within 24-48 hours, complex issues may take 3-5 business days. We are committed to providing fast and efficient support, but we also value maintaining a balanced work-life environment for our team.
Security Considerations
In some cases, troubleshooting may require WordPress and FTP access. While we take precautions, we cannot be held responsible for any data leaks. We strongly advise updating your WP-admin and FTP credentials before sharing them with us and changing them again once your issue is resolved.
What Our Support Covers
What Our Support Does NOT Cover
For the best support experience, please ensure you provide detailed information when submitting a ticket. We appreciate your understanding and look forward to assisting you!
