Support Policy
Account, subscription, security, recovery, and day-to-day product assistance.
1. Contact channels
Use the registered support channels below. For account-specific requests, contact us from the registered email or be prepared to complete ownership verification. Never send a password, OTP, full card details, or another person’s credentials.
2. AI product guidance
TajirPro AI provides automated product guidance and is not a human support channel or professional advice. Messages may be sent to the configured external AI provider for processing. Do not include passwords, OTPs, payment credentials, API keys, or confidential business records.
3. Priority and response
Critical security or widespread production incidents receive first priority. Response targets are described in the Service Availability & Support SLA and are initial-response objectives, not guaranteed resolution times.
4. Verification and safe access
We may verify the account owner, affected company, payment, device, or authority before changing access, disclosing data, restoring a backup, or discussing sensitive information. Support access may be logged, limited, time-bound, and read-only where practical.
5. Scope
Standard support covers documented TajirPro features and reasonable troubleshooting. Custom development, third-party configuration, historical data repair, tax or legal advice, unsupported server changes, and recovery caused by user error may require separate approval and charges.
6. Customer cooperation
Customers should provide accurate steps, screenshots, dates, affected users, relevant references, and a safe test case. Support may be delayed or closed where required information is not provided, abusive conduct occurs, or the request asks us to violate law or another customer’s rights.