Mobatly Properties (PTY) LTD
At MOB Smart Multi Currency, we believe quality support is essential to customer satisfaction. This policy outlines what buyers can expect from vendors and what vendors are required to provide.
Support is provided by product vendors, not by the Platform. Vendors are independent developers who understand their products best and are responsible for helping buyers use them successfully.
All vendors on MOB Smart Multi Currency are required to provide support as follows:
Vendors must respond to support requests within 3 days. This is the initial response — complex issues may take longer to fully resolve, but buyers should receive acknowledgment within this timeframe.
Vendors are not required to provide 24/7 support. Response times are counted in business days, and vendors may be in different time zones. Please be patient and respectful of vendors' working hours.
All support communication should happen through the Platform's built-in support system. This ensures:
Vendor support typically includes:
Fixing bugs that prevent the product from functioning as documented.
Assistance with product installation and initial setup.
Answering questions about product features covered in documentation.
Help resolving conflicts with other software when reasonably possible.
Providing product updates for bugs, security issues, and compatibility.
The following are typically NOT included in standard support:
Adding new features not included in the original product.
Modifying the product to fit your specific requirements.
Integrating with software not listed in the product description.
Teaching general programming, WordPress, or other platform concepts.
Configuring your hosting environment or server settings.
Problems caused by modifications you made to the product code.
Vendors may offer these services separately for an additional fee. Contact the vendor if you need custom work.
To get the best support experience:
Many questions are answered in the product documentation.
Your question may have already been answered.
Go to your purchase and click "Contact Vendor".
Vendors are people too. Treat them with respect.
To receive effective support, buyers are expected to:
Vendors on MOB Smart Multi Currency are expected to:
If you're not receiving adequate support from a vendor, you can escalate to the Platform:
Platform escalation is reviewed on a case-by-case basis. We may:
We monitor vendor support quality through:
Vendors who consistently fail to meet support standards may face:
The Platform (MOB Smart Multi Currency) provides support for:
For Platform support, contact us at:
For Platform support inquiries:
Related policies:
If you have any questions about this document, please contact us at support@mobsmartcurrency.com