Customer Support and Assistance

Overview

At WEDOS Protection, we understand that prompt and effective customer support is essential to keeping your services running smoothly. Our support offerings vary by plan, ensuring that you have the right level of assistance when you need it.

Support Tiers by Variant

  • START Variant:
    In the START plan, customer support is limited to our extensive knowledge base and community forums. This self-service model is designed for users who are comfortable troubleshooting issues independently.
  • ADVANCED & EXPERT Variants – 8/5 Support:
    Customers on the ADVANCED and EXPERT plans receive support during standard business hours (8 hours per day, 5 days a week). This includes:
    • Email and Ticket-Based Assistance:
      Submit inquiries and support requests via our online ticketing system.
    • Guided Troubleshooting:
      Access expert advice from our support team to help resolve issues and optimize your service configuration during working hours.
  • NIS2 Variant – 24/7/365 Support:
    The NIS2 plan provides round-the-clock support every day of the year. This ensures that critical issues are addressed immediately, regardless of the time or day.
  • ULTIMATE Variant – VIP Emergency Support:
    For customers on the ULTIMATE plan, we offer VIP emergency support that is designed to handle urgent issues with the highest priority. This support includes:
    • Priority Email Support:
      A dedicated VIP emergency email address ensures that your critical inquiries are handled promptly.
    • Escalation to Developer Expertise:
      In urgent situations that require technical expertise beyond the standard support scope, our team can escalate the issue—potentially involving a developer—even outside of regular hours.
    • Planned Dedicated Phone Contact (Future Enhancement):
      While we are currently focusing on VIP email support, plans are underway to introduce a dedicated phone contact for urgent matters. This will not be direct access to a developer, but a streamlined channel for immediate assistance.

Conclusion

WEDOS Protection offers a structured customer support framework designed to meet varying needs. The START plan relies on self-service resources, while the ADVANCED and EXPERT plans provide reliable 8/5 support, and the NIS2 plan guarantees 24/7/365 assistance. For our most critical customers, the ULTIMATE plan delivers VIP emergency support through a prioritized email channel—with escalation options to involve developer expertise when necessary—ensuring that urgent issues are resolved as quickly as possible. This tiered approach ensures that no matter your plan, you receive the level of support that aligns with your business requirements.

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