At DFX Cloud Solutions, we have optimized our additional support plans to provide a more efficient service aligned with the needs of our customers.

Below, we present the main features of each plan:

• Basic Support Plan: Provides general assistance during business hours, with standard response times and no priority in scheduling. Does not include emergency support.
• Premium Support Plan: Offers limited remote assistance of up to 2 hours per month, with no priority for emergencies outside business hours. Does not include emergency support.
• Priority Support Plan for Businesses: Time-based support that grants priority in the regular service schedule during business hours. Includes limited assistance of up to 3 hours per month, with no priority for emergencies outside business hours.
• Dedicated Support Plan for Businesses: Designed for medium and large companies, it provides immediate assistance with a personalized schedule that can be adjusted based on availability. Includes up to 8 hours of monthly assistance and priority for emergencies outside business hours, with 24/7 coverage throughout the year.

Technical Support: Response Times / Service Status / Inquiries

Service incidents are reported in real-time on our official page:

Service Status | View Inquiries | Start Support

Response Times for Technical Support

At DFX Cloud Solutions LLC, our priority is to provide efficient and high-quality technical support. To achieve this, we have established the following guidelines:

Service Hours:

Our technical support team is available at specific times, as communicated through our official channels. Inquiries outside these hours will be addressed during the next business period.

Response Times:

Depending on the priority and complexity of the issue, we have established the following general response times:

• High Priority: Up to 4 business hours.
• Medium Priority: Up to 12 business hours.
• Low Priority: Up to 24 business hours.

Business Days:

Response times are counted from Monday to Friday, excluding holidays and non-working days according to the official calendar. Requests made on weekends or holidays will be addressed on the next business day.

Progress Updates:

If a request requires more time to resolve, we will keep you informed about its progress and any changes in the estimated resolution time.

Case Escalation:

If an issue is not resolved within the estimated time or the response does not meet your needs, you can request case escalation to a higher support level.

Urgent Inquiries:

For situations that require immediate attention, we recommend using the designated support channels for a faster response.

• Support Tickets (Client Area) (Applicable for all Basic, Premium, and Priority support plans).
• Support Tickets, Exclusive WhatsApp Group, Anydesk, or Email (Only available for the Dedicated Support Plan).

Best Practices:

To speed up support, we recommend providing detailed information about the issue, including screenshots, error messages, and any other relevant data.

These policies ensure effective communication between our support team and our customers. If you need assistance, feel free to contact us through the designated support channels.