Support Policy

We are dedicated to keeping your digital products running smoothly. Here is how we handle support, maintenance, and new requests.

Business Hours

Monday - Friday
9:00 AM - 6:00 PM (EST)
Excluding US Public Holidays

Response Time (SLA)

We aim to respond to all inquiries within 24 hours during business days. Critical server issues are prioritized.

Contact Channel

All support requests must be submitted via email to ensure proper tracking.

support@envoin.com

Scope of Support

What We Cover

  • Fixing bugs in the code we wrote.
  • Server downtime or deployment issues.
  • Minor text or image updates (if maintenance plan active).
  • Security patches and dependency updates.
  • Questions about how to use the admin dashboard.

Not Covered (Billable)

  • New feature development or design changes.
  • Issues caused by third-party services (e.g., Stripe API changes).
  • Fixing code modified by another developer.
  • Content creation or marketing services.
  • Support requests sent via WhatsApp/SMS (please use Email).

Need Immediate Assistance?

If you are an existing client with a critical issue, please reach out directly via our priority support email.

Last Updated: January 15, 2026. Envoin reserves the right to update this policy at any time.