Customers may contact support through the following official channels:

Channel details:

• Email Support: Send inquiries to support@naamx.net — best for non-urgent issues and detailed explanations.
• Ticket System: Access via your client area dashboard (recommended for tracking and history).
• WhatsApp Support: +92-335-84-111-21 — available during business hours (9 AM – 6 PM GMT+5, Monday–Friday).
• Phone Support: +92-335-84-111-21 (critical issues only, please use email/tickets for general inquiries).

We provide support for the following areas:

• Hosting-related issues: Server downtime, slow performance, file permissions, .htaccess configuration, PHP settings.
• Server-related services: cPanel/control panel access, email configuration, FTP/SSH connectivity, database management.
• Billing assistance: Invoice questions, payment issues, refund requests, subscription changes.
• Basic technical guidance: DNS management, domain pointing, SSL installation, email client setup (Outlook, Thunderbird, mobile).
• Account management: Password resets, account updates, two-factor authentication setup.

We may not provide support for the following (these are considered out of scope):

• Third-party software customization: Modifying WordPress plugins, themes, or scripts not developed by NaamX Solutions.
• Custom coding issues: Debugging or writing custom PHP, JavaScript, Python, or any programming language code.
• Unsupported plugins/themes: Compatibility issues with outdated or poorly coded third-party extensions.
• User-created errors: Accidental data loss, misconfigurations made by the customer, or changes outside our systems.
• Email client configuration (advanced): We provide basic settings, but desktop support for Outlook/Thunderbird is limited.
• SEO, marketing, or content creation: We do not provide search engine optimization, copywriting, or design services (except paid professional services).

Response times may vary depending on issue priority and workload. Our commitment:

Response time notes:

• Response times refer to initial human acknowledgment (not automated replies).
• Complex issues may require additional investigation time.
• Weekends and public holidays (Pakistan) may experience slightly longer response times for non-critical issues.

We maintain a respectful, professional support environment. The following behaviors are strictly prohibited:

• Verbal abuse, insults, profanity, or personal attacks against support staff.
• Threatening legal action without reasonable basis or harassing repeated contacts.
• Submitting fake emergency tickets to bypass queue priority.
• Attempting to manipulate, bribe, or coerce support agents.

Our commitment to you: We will always treat you with respect, patience, and professionalism. We expect the same courtesy in return.

To help us resolve your issue quickly, please follow these guidelines:

• Include your account username, domain name, and service ID in every support request.
• Provide a clear, detailed description of the issue and any error messages.
• Share steps to reproduce the problem (if applicable).
• Attach screenshots or screen recordings to illustrate the issue.
• Let us know what troubleshooting you have already attempted.
• Use a single ticket per issue (avoid opening multiple tickets for the same problem).

NaamX Solutions
Office # 11 2nd Floor Makkah Plaza, Sargodha Road, 50700, Gujrat, Punjab, Pakistan

Dedicated support email: support@naamx.net
Escalations & complaints: escalations@naamx.net
Billing department: billing@naamx.net
WhatsApp support: +92-335-84-111-21 (text only, 9 AM–6 PM GMT+5)

NaamX Solutions may update this Support Policy at any time. Changes become effective immediately upon posting. Material changes will be communicated via email to active customers.

By using NaamX Solutions services and contacting our support team, you acknowledge that you have read, understood, and agree to follow this Support Policy.