Support Policy

1. Support Levels and Availability

Easy Flow Builder provides support via email at info@mediaplatforms.nl. Support requests are handled on weekdays between 08:00 and 18:00 CET (Central European Time). In exceptional and urgent cases, such as technical outages, support may be escalated to evening and weekend hours.

The expected response time for a support request is within one hour during support hours, with a maximum response time of 24 hours. There is no Service Level Agreement (SLA) for specific users; all users subscribe to the same paid plan and receive equal treatment. We strive for maximum uptime and swift support responses to ensure users can utilize the platform to its fullest potential.

2. Supported Services and Limitations

Support covers the following:

• Bug fixes
• Explanation of functionalities
• Onboarding assistance

Users may submit requests for new features. However, custom solutions and third-party integrations are not included in support services. Feature requests will be considered, and if multiple users request the same feature, it may be included in future updates. However, we do not develop custom features for individual users.

Integrating and connecting with Easy Flow Builder requires technical knowledge on the user's side, as implementation occurs within their own system. Easy Flow Builder does not provide practical assistance for technical implementations and configurations but offers documentation and advisory guidance. Due to the varied nature of user systems, we cannot determine which triggers are required to activate our technology. However, we provide the necessary information on how to integrate our platform effectively.

3. Support Process

Support requests must be submitted via email and are assigned to the available support staff. The assigned support representative diagnoses the issue and communicates with the user via email to resolve it.

The priority system is structured as follows:

• Technical outages affecting all users (highest priority)
• Critical bugs impacting a subset of users or a single user
• Other inquiries, such as billing, account management, and feature-related questions

If support capacity is limited, requests are processed based on this prioritization system.

4. Costs and Additional Support Options

Support is included in the subscription plan at no additional cost. Easy Flow Builder is committed to ensuring users derive maximum value from the platform, and therefore, support is provided free of charge with no limitations on the number of support requests. There are no premium support options or paid benefits for faster response times.

5. Termination and Liability

Support remains available after subscription termination for matters such as retrieving past invoices. Technical support is typically not required after subscription termination. If an issue falls outside the scope of support, Easy Flow Builder will provide guidance and recommendations where possible but cannot guarantee a resolution.

Liability Disclaimer

• If a technical outage caused by Easy Flow Builder exceeds 48 hours, the user is entitled to compensation for that month's subscription fee.
• Outages caused by WhatsApp or Meta are beyond Easy Flow Builder's liability.
• Critical bugs introduced by Easy Flow Builder will be addressed with the highest priority. If such a bug is not resolved within 48 hours, the user will be entitled to compensation for that month's subscription fee.

Easy Flow Builder is dedicated to resolving issues as quickly as possible to ensure platform continuity and user satisfaction.