Last Updated: January 26, 2026
We aim for first-contact resolution. However, we understand that complex technical or billing issues may require specialized attention. This policy outlines the tiered process we use to escalate and resolve your concerns with maximum efficiency and transparency.
Initial contact via our ticketing system or support email. Most technical and general inquiries are resolved here.
If Level 01 fails to provide a satisfactory solution, your case is moved to a Senior Support Specialist or Department Lead.
Final stage involving our Compliance Officer or Executive Management for disputes that remain unresolved after 7 business days.
Data breaches, account compromises, or total platform outages are treated as **Critical (Level 3)** immediately. Skip standard tiers and use "EMERGENCY" in your email subject line.
Please ensure you have an active Ticket ID before requesting an escalation to Level 02 or higher.
Email our specialized resolution team: