1. Introduction

Dotwork is dedicated to providing responsive and effective support to ensure a seamless customer experience. This Support Policy defines the scope, availability, and response times for customer support.

2. Support Availability

Business Hours
📅 Monday – Friday | 🕗 8:00 AM – 6:00 PM CST (Excluding public holidays)

‍Support Channels
✅ Email: support@dotwork.com
✅ In-App Chat: Available during business hours
✅ Help Center: 24/7 access to documentation, FAQs, and troubleshooting guides

After-Hours Support
🚨 Emergency Only: After-hours support is limited to urgent system outages affecting all users.

3. Support Tiers & Response Times

Dotwork categorizes support requests by priority, ensuring critical issues receive the fastest response times.

• Critical
  Service is down or major functionality is inaccessible
  1 hour (business hours)
• High
  Significant issue affecting key features, but a workaround is available
  4 hours (business hours)
• Normal
  Minor issues, general inquiries, or feature requests
  1 business day

4. Scope of Support

Dotwork support includes:

• Troubleshooting platform issues
• Guidance on product functionality
• Assistance with integrations (limited to documented APIs)
• Bug reporting and escalation

Dotwork support does not include:

• Custom development or configuration
• Third-party software troubleshooting
• On-site support

5. Escalation Process

If an issue remains unresolved within the expected timeframe, customers may escalate their case by replying to their support ticket with "Escalation Request" in the subject line.

📌 Our team will prioritize the case and reassign it as necessary.

6. Feature Requests

Customers can submit feature requests via:
✅ Email: support@dotwork.com
‍✅ In-App Chat

💡 While all feedback is reviewed, submission does not guarantee implementation.

7. Updates to this Policy

Dotwork may update this Support Policy as needed. The latest version will always be available on our website.

For any support inquiries, contact us at:
✅ support@dotwork.com.