Customer Service at Hostiva.tech

 Our Commitment to Your Success

At Hostiva.tech, we believe that exceptional customer service is fundamental to your success with AI solutions. Our dedicated global support team is committed to providing timely, knowledgeable, and effective assistance to ensure you have a smooth and productive experience on our platform.

Support Philosophy

- Proactive Assistance: We aim to anticipate your needs and provide resources before issues arise.
- Responsive Communication: We strive to acknowledge and address your inquiries promptly through your preferred channels.
- Expert Guidance: Our support team consists of specialists knowledgeable about AI solutions and the Hostiva platform.
- Problem Solving: We are committed to finding effective solutions to your challenges, working collaboratively with you and our vendor partners.
- Continuous Improvement: We actively seek and value your feedback to enhance our support services.

Support Channels

We offer multiple channels to ensure you can reach us conveniently:

1. Self-Service Resources
- [Help Center](/help-center): Access our comprehensive knowledge base, guides, tutorials, and technical documentation 24/7.
- [FAQ Page](/faq): Find quick answers to frequently asked questions.
- Community Forum: Engage with other Hostiva users and share insights (Coming Soon).

2. Direct Support
- Email Support: Ideal for detailed inquiries or non-urgent issues.
 - Address: support@hostiva.tech
 - Target Response Time: Within 12-24 hours

- WhatsApp/Telegram: Best for quick questions and urgent assistance.
 - Number: +971585289966
 - Target Response Time: Within 2-4 hours during business hours

- Live Chat: Available directly on our website for real-time assistance during business hours.
 - Target Response Time: Within minutes

- Phone Support: Available for Enterprise plan customers or by scheduled appointment for complex issues.

Support Hours

Our primary support team operates during the following hours:

- Monday - Friday: 9:00 AM - 6:00 PM (GMT+4)
- Saturday: 10:00 AM - 2:00 PM (GMT+4)
- Sunday: Closed

We monitor urgent requests via WhatsApp/Telegram outside these hours and strive to provide assistance for critical issues as quickly as possible, accommodating our global user base.

Service Level Agreements (SLAs)

Customers subscribed to our Premium or Enterprise plans benefit from enhanced support SLAs, including guaranteed faster response times and dedicated account managers. Please refer to your specific plan details or our [Premium Terms](/premium-terms) for more information.

How to Get the Best Support

To help us assist you efficiently, please provide the following when contacting support:

- Your account username or email address
- A clear description of the issue or question
- The specific product or service you are inquiring about
- Steps you have already taken to resolve the issue
- Any relevant screenshots, error messages, or transaction IDs

Escalation Process

If you feel your issue has not been adequately addressed, you can request an escalation. Please mention your initial support ticket number (if applicable) and ask to speak with a support manager. We are committed to resolving your concerns satisfactorily.

Feedback

Your experience matters. Please let us know how we are doing by providing feedback on your support interactions. This helps us continuously improve our customer service.

Thank you for being a part of the Hostiva.tech community. We are here to support your journey with AI.