Wemaxa customer standards
Clear support.
Better outcomes.
A straightforward guide to how support works, what is included, what we need from you and where our responsibilities begin and end.
One clear requestUse one channel and include the information needed to reproduce the issue.
Collaborative diagnosisLogs, screenshots and environment details help us understand what happened.
Defined project scopeSigned maintenance and service agreements determine ongoing obligations.
This Customer Care Policy (“Policy”) governs the scope and limitations of support, assistance, and expectations regarding communication between Wemaxa (“we”, “us”, “our”) and our clients, customers, or users (“you”, “your”, “the customer”).
By engaging with Wemaxa or its platforms, you agree to the principles outlined below. Select any item to read its full policy.
Section 01
General support philosophy
01Self-Reliance First
Our services are designed for technically capable users. Customers are expected to attempt all reasonable troubleshooting steps before reaching out to Wemaxa.
02Autonomy Encouraged
We provide platforms and products with the intention of enabling customer autonomy. We do not function as an on-demand support desk.
03Documentation Over Dependence
We advise referring to official documentation, FAQs, changelogs, and help articles prior to submitting a request.
04Third-Party Tools Responsibility
If the issue arises from a third-party plugin, library, API, or hosting provider, you are responsible for contacting the relevant vendor.
05No Live Support Guarantee
Wemaxa does not guarantee real-time assistance via phone, video, or live chat. Response times are discretionary.
06Troubleshooting is Collaborative
We may request logs, screenshots, environment details, or replication steps. Customers must provide this information before any support is considered.
07No 24/7 Obligation
Wemaxa does not operate around the clock. Support availability varies based on project scope, region, and service agreement.
08One Channel Per Request
Submitting the same issue via multiple channels (e.g., email and form) will not result in faster resolution.
09Support ≠ Consulting
We do not offer free business analysis, architecture design, or technical consulting through support.
10Requests Must Be Clear
Vague or ambiguous messages (e.g., “It’s broken” or “Help please”) may not be addressed.
Section 02
Scope & limitations
11No Post-Launch Guarantees
Unless a maintenance agreement exists, Wemaxa assumes no obligation for issues that arise after project delivery.
12Not Responsible for User Changes
If a customer modifies code, deletes files, updates software, or changes configuration, support is voided for resulting issues.
13Backups Are Your Job
You are fully responsible for backing up files, databases, and configuration before making changes.
14Local Environment, Local Problem
Issues that only occur on your personal device or specific local setup are not considered Wemaxa’s responsibility.
15One Issue at a Time
Multiple unrelated issues submitted in a single ticket may be treated as separate and addressed selectively.
16We Don’t Fix External Systems
Problems with your ISP, browser extensions, antivirus, or hardware are beyond our support scope.
17No SEO, Legal, or Marketing Support
Wemaxa does not assist with search engine optimization, regulatory compliance, or advertising strategy.
18Custom Requests May Be Ignored
Requests for custom feature additions, design changes, or platform extensions outside of scope may not be acknowledged.
19No Data Recovery Service
If you lose data, we are not responsible for recovery. Restorations, if possible, may incur additional fees.
20We May Say “No”
We reserve the right to decline support requests for any reason without explanation.
Section 03
Communication & behavior
21Professional Conduct Required
Support inquiries must remain respectful. Abusive, demanding, or threatening language will result in support termination.
22Impatience Doesn’t Help
Multiple follow-ups within short timeframes may delay—not expedite—your response.
23Response Time Is Not Guaranteed
While we aim to reply promptly, we make no promises on turnaround time.
24Support Staff ≠ Project Developers
Your issue will not necessarily be addressed by the person who built your site or app.
25One Point of Contact
Please designate a single person on your team for support interactions to avoid miscommunication.
Section 04
Boundaries & liability
26Support Does Not Mean Liability
Assistance, when provided, is goodwill—not an admission of responsibility or liability.
27We Are Not Accountable for Outcomes
Whether or not support resolves your issue, we cannot be held liable for any consequences or losses.
28Use Tools With Caution
If we provide access to debugging or management tools, use them at your own risk.
29No SLA Unless Signed
Service-level guarantees apply only if explicitly defined in a signed contract.
30Final Disclaimer
While we strive to assist when possible, all users of Wemaxa.com or our services agree that they are ultimately responsible for their own systems, decisions, implementations, and outcomes.