Support Policy
1. What support covers
Support includes assistance with account access, setup, billing, supported integrations, translation processing and synchronisation issues, within your plan’s scope.
Custom development, general website maintenance, professional proofreading and repairs to unrelated third-party software are not included unless separately agreed.
2. How to request assistance
Submit a ticket through your Languvia workspace support system. Include the affected website, a clear description, relevant error messages and steps to reproduce the issue.|
Do not share passwords, API secrets, payment-card details or unnecessary personal information. Relevant screenshots and diagnostic information can help us investigate.
3. Priorities and response times
We assess requests according to their impact. Widespread outages, unauthorised access and material data-loss risks receive the highest priority, followed by major translation, billing or connection failures. General questions and minor issues receive normal or lower priority.
Response arrangements depend on your plan and any written service agreement. Priority support does not automatically guarantee 24-hour staffing or resolution within a fixed period. Guaranteed response times or service credits apply only where expressly agreed.
4. Automated assistance and human review
Where enabled, automated support may suggest troubleshooting steps, run approved checks or retry eligible operations. Automated responses may contain errors, and actions outside authorised recovery permissions require approval.
You may request human review of an unresolved issue. An automated acknowledgement, ticket or engineering notification does not confirm that a person is actively working on the case or that recovery is complete.
5. Customer cooperation and safe access
Provide accurate information and reasonable cooperation during troubleshooting. Maintain appropriate backups before changes, and authorise access only to websites you control or manage.
Support access is limited to the agreed purpose. We will not treat a support request as unrestricted permission to modify unrelated website settings or records.
6. Escalation and complaints
Request further review through your existing ticket if an issue remains unresolved.
Formal complaints: legal@languvia.com
Privacy concerns: privacy@languvia.com. Languvia
Support records are handled under our Privacy Policy. This Policy does not restrict mandatory legal rights or remedies available under our Refund & Cancellation Policy.