Support Policy

Support Policy

Last Updated: August 2025

We are committed to providing reliable support to help you succeed with YourClin®. This Support Policy explains the scope, response times, and limitations of our support services.

1. Support Channels

You can reach our support team through:

• 📧 Email: support@yourclin.com
  
• 🌐 Ticketing System: yourclin.com (via the customer portal)
  
• 📚 Documentation & Guides: learn.yourclin.com
  

2. Availability & Response Times

• Business Hours: Monday to Friday, 9:00–18:00 UK time (GMT/BST).
  
• Standard Support (all plans): 24–48 hours response time on business days.
  
• Priority Support (Premium & Golden Members): Typically within 12 hours.
  
• Critical Issues (e.g., complete downtime): Escalated automatically and addressed as soon as possible, including outside normal hours when feasible.
  

3. Scope of Support

✅ We cover:

• Access and use of the YourClin dashboard.
  
• Initial setup, configuration, and template guidance.
  
• Troubleshooting errors within YourClin’s included features and integrations.
  

❌ We do not cover:

• Third-party plugins, software, or hosting services outside of YourClin.
  
• Custom code modifications.
  
• Marketing, legal, or compliance advice unrelated to platform functionality.
  

AI Features Support
✅ We cover: Guidance on how to use AI-powered features (such as CV parsing, draft text suggestions, logo creation, or image generation) within YourClin Navigator™.

❌ We do not cover: Editing, revising, or guaranteeing the quality of AI-generated outputs. These outputs are provided “as is” and remain the responsibility of the user to review and approve before publishing.

4. Service Commitments

• We provide best-effort support to resolve issues but do not guarantee resolution times.
  
• Some issues may require third-party involvement, in which case resolution times are outside our control.
  
• Platform updates, maintenance, and bug fixes are handled proactively; users will be notified of major changes.
  

5. Escalation Process

• Step 1: Submit a ticket via yourclin.com.
  
• Step 2: A support agent reviews and provides an initial response.
  
• Step 3: Complex issues are escalated to technical specialists.
  
• Step 4: If unresolved within a reasonable time, we will provide workarounds where possible and keep you updated until resolution.
  

6. Limitations

• Support is provided in English and Arabic (written).
  
• Response times may vary during public holidays or peak demand.
  
• We reserve the right to limit or suspend support if usage is abusive or outside reasonable scope.