Support Policy

Support Policy Alemhub Global B2B2C Trade Platform • Effective Date: June 1, 2026 1. Support Overview Alemhub provides customer support to help buyers, sellers, and platform users resolve issues quickly. Our support team is available via multiple channels depending on your subscription plan. 2. Support Channels Alemhub offers the following support channels: Email support: [email protected] — available to all users Live chat: available on the Platform for Growth and Pro plan subscribers Priority support: dedicated account manager for Pro plan subscribers Help Center: self-service knowledge base available at alemhub.sbs/help (24/7) Community forum: peer-to-peer support and feature discussions 3. Response Times Our target response times by support tier: Starter plan: Email response within 72 business hours Growth plan: Email and chat response within 24 business hours Pro plan: Priority response within 4 business hours Critical platform outages: All users notified within 1 hour via status page Response times are measured during business hours: Monday–Friday, 09:00–18:00 (UTC+5, Almaty). Support may be limited on public holidays. 4. What We Support Alemhub support covers: Account access and login issues Subscription billing and payment questions Technical issues with the Platform AI content generation tool assistance Social media integration setup Order and transaction disputes (as mediator) Product listing assistance API integration guidance (Pro plan) 5. Out of Scope The following are outside the scope of Alemhub direct support: Third-party payment processor issues (contact your bank or payment provider) Shipping carrier inquiries (contact the carrier directly using your tracking number) Tax or legal advice Marketing strategy consultation (beyond our built-in AI tools) Issues with third-party apps or integrations not built by Alemhub 6. Reporting Abuse or Policy Violations To report a seller, listing, or user for policy violations, use the "Report" button on any listing or profile page. Urgent reports involving fraud or illegal activity should be sent directly to: [email protected]. Alemhub investigates all reports within 2 business days. 7. Platform Status Planned maintenance and outage notifications are published at status.alemhub.sbs. Users are encouraged to subscribe to status updates. Alemhub strives to maintain 99.9% uptime and schedules maintenance during low-traffic periods. 8. Feedback and Improvement Alemhub values user feedback. After each support interaction, users may receive a satisfaction survey. Feature requests can be submitted through the Help Center. We review feedback monthly and prioritize improvements based on user needs. 9. Contact General support: [email protected]