TECHNICAL SUPPORT POLICY
Applied at Yofatik.ai
1. Purpose
This policy ensures that customers receive quick and effective support during the use of AI services at Yofatik.ai, including troubleshooting, usage guidance, and answering inquiries.
2. Scope of support
Yofatik.ai provides technical support for the following:
- Guidance on entering input data for AI services (descriptions, images, audio files, text…).
- Support in fixing system errors when generating images, videos, voices, or when results do not display/return.
- Resolving issues related to top-up, deductions in customer accounts on the website.
- Consulting on how to use AI features more effectively (e.g., optimizing prompts, choosing styles, file formats…).
- Updating information about technical limits, feature changes, or AI service upgrades.
3. Support channels
- Online: via email support@yofatik.ai, support form on the website, or live chat (if available).
- Documentation: customers can check the FAQ section or user manuals on the website before submitting a support request.
4. Response time
- Working hours (9 AM–5 PM, Mon–Fri): respond within 5 working hours
- Outside working hours or holidays: respond within 24 hours
5. Cases of refusal of support
Yofatik.ai reserves the right to refuse support if:
- Customers intentionally use AI services to create content that violates policies (18+, violence, copyrighted brands, politics…).
- Customers illegally interfere with the system, disrupt services, or commit payment fraud.
- Issues arise beyond the scope of Yofatik.ai services (e.g., personal internet connection errors, customer’s device problems).
