Support Policy
Effective: March 2026. This Support Policy describes the scope and limitations of technical support provided by ViViD Global Services to ViViDlyPro subscribers.
1. Support Channels
Support is available through the following official channels only:
- Primary Email: vividlyapp.in@gmail.com — for all technical and billing questions.
- Legal & Compliance: legal@vividglobal.in
- Billing Disputes: billing@vividglobal.in
- Security Issues: security@vividlypro.com — for reporting security vulnerabilities only.
We do not offer support via WhatsApp, social media DMs, or phone. Requests sent through unofficial channels will not be acknowledged or tracked.
2. Response Times (Best-Effort SLA)
| Plan | Response Target | Support Hours |
|---|---|---|
| Starter | 72 business hours | Email only |
| Professional | 24 business hours | Email only |
| Enterprise | 4 business hours | Email + Dedicated Contact |
Response times are targets, not guarantees. ViViD Global Services disclaims all liability for delays in support response. Business hours are Monday–Friday, 10:00 AM – 6:00 PM IST, excluding Indian public holidays.
3. Scope of Support
Our support team can assist with:
- Issues with the ViViDlyPro dashboard, login, and account settings.
- Bot configuration and Knowledge Base setup questions.
- Billing inquiries and invoice requests.
- Reporting platform bugs or technical errors.
- WhatsApp / Instagram webhook configuration guidance (general, not Meta-specific support).
The following are explicitly out of scope:
- Issues with Meta (WhatsApp / Instagram) account registration, bans, or policy violations.
- AI model behavior, hallucinations, or unexpected AI responses.
- Third-party integrations not natively built into ViViDlyPro.
- Custom code development, consultancy, or bespoke feature implementation (unless under a separate agreement).
- Issues arising from violations of our Terms of Service.
4. No Guarantee of Resolution
While ViViD Global Services will make reasonable efforts to resolve reported issues, it cannot guarantee resolution of every issue within any specific timeframe. Issues dependent on third-party APIs (Meta, Google) may require escalation directly to those providers. ViViD Global Services disclaims all liability for losses or damages incurred while awaiting support resolution.
5. Abuse of Support
ViViD Global Services reserves the right to suspend or terminate support access for users who are abusive, threatening, or repeatedly submit fraudulent support claims. Such behavior may also result in termination of the user's account without refund.
Corporate Entity Disclaimer
ViViDly is an AI-powered Chat Application, proudly built by ViViD App Studio, a wholly-owned business unit of “ViViD Global Services”. Every contract, billing agreement, and NDA is backed by the full legal authority of “ViViD Global Services” — guaranteeing unwavering compliance and liability protection.