Support Policy

The Support Policy outlined below constitutes a legal agreement between you, the customer (“Customer”), and us, the supplier (“Supplier”), which refers to comcities.com (PLATINUM ONLINE PVT LTD). This agreement explains our obligations to you and your obligations to us regarding the process for obtaining support and how we provide it. Agreeing to the Supplier’s Support Policy is mandatory when signing up for an account or using our services. Please ensure that you read this document in its entirety.

Backup of Data / Service Interruption

Before attempting to troubleshoot any issue please “backup everything”. Then open a Support ticket with the proper support channel. Supplier not responsible for any data loss or corruption, including that resulting from our troubleshoot actions. Moreover, during troubleshooting, your services might interpret, restart or reset.

Methods of Support

  • Every account comes with free 24/7 customer Support through emails and helpdesk.
  • LiveChat is available via WhatsApp for Premium Support plans, starting from $10 monthly for each account.
  • Clients who sign up for Enterprise Support plans will receive support through Phones and Remote Desktop

Support Responding Time

24 Hour Response Time Guarantee for Support Tickets. Statistically, most tickets are responded to and completely resolved in less than that. Every account comes with Freemium Support and client can upgrade to paid support if they need higher-level support.

What we do and What we do not do

The supplier provides 365 days of support and sales through email and a help desk. However, please be aware of the following limitations:

  • The supplier is not responsible for web development, application updates, or email configurations, including compatibility, installation, maintenance, and other ongoing administrative tasks.
  • The supplier is not liable for issues related to the web, applications, email service, or radio service arising from compatibility problems on the user’s computer or outdated hardware.
  • Support services are unavailable to beginners; no guidance will be provided for performing technical tasks or explaining how technical work was completed. You should have a basic understanding of how computers and the internet work. If you do not, please refrain from using our services.
  • Unless explicitly stated, the supplier does not support third-party scripts, including add-on scripts found in cPanel, CentovaCast, or other platforms, and will not troubleshoot them. You are responsible for ensuring your scripts are compatible with our server environment.
  • For issues concerning software bugs or errors, please get in touch with the software vendors directly for assistance.

We want to inform you that the supplier does not offer on-site support. However, as a fully online digital service provider, we are dedicated to providing exceptional assistance remotely. Your needs are our priority, and we’re here to ensure you receive the support you require.