Support Policy

B2B & INDIVIDUAL ENTERPRISE SUPPORT POLICY

ApexonMedia.com

Effective Date: November 1, 2021
Last Updated: June 3, 2026

1. Introduction & SLA Commitment Framework

This B2B & Individual Enterprise Support Policy defines the formal Service Level Agreements (SLAs), authorized communication channels, and operational boundaries governing customer technical assistance provided by Apexon Media.

Apexon Media operates as a premier digital infrastructure marketplace under the official corporate governance of SPL TECHNO SOFT (Agra, Uttar Pradesh, India; Ministry of MSME Registration Reference: UDYAM-UP-01-0014013). Backed by our network's 12-year industrial footprint established in 2014, our technical desks are committed to delivering highly responsive, secure, and transparent infrastructure support tailored to global marketing agency fleets and individual corporate clients alike.

2. Authorized High-Response Communication Channels

To eliminate operational downtime across international cross-border time zones, we provision centralized real-time assistance through verified electronic communication lines:

💬 Instant Messaging Desks (Primary & Rapid SLA Routing)

Purchasing administrators and clients may interface with our live support personnel via:

Direct Business WhatsApp: +91 8279705194 (Instant configuration verifications)
Secure Corporate Telegram Desk: +91 8279705194
Enterprise Viber & Zalo Channels: +91 8279705194 (Optimized for global B2B routing)

These messaging networks serve as our primary pathways for rapid technical asset handovers and credentials verification.

💼 Corporate Microsoft Teams Hub (Structured Enterprise Consultation)

For large-scale agency fleet setups, high-volume contract retentions, or strategic ad compliance diagnostics:

Microsoft Teams Professional Portal: https://teams.live.com/l/invite/FEATWiy5LQZwJxVyg?v=g1

3. Standard Operational Windows

Our centralized infrastructure support desk operates continuously across a 7-day window to maintain campaign continuity:

Daily Working Hours: 9:00 AM – 11:00 PM Indian Standard Time (IST)
Availability Matrix: Monday through Sunday (Including regional operational cycles)

Technical communications logged outside these standard windows are automatically queued and processed in sequence during the immediate next operational cycle.

4. Strict Scope of Support Parameters

Our specialized compliance and technical desks provide assistance strictly bounded within the following domains:

Pre-sales infrastructure mapping, bulk quantity availability checks, and multi-currency billing queries
Order fulfillment tracking, structured Excel / CSV spreadsheet delivery, and credential verification updates
Technical guidelines for secure profile logins, IP isolation mapping, and initial setup parameters
Warranty diagnostic processing for time-bound replacements (such as our 24-Hour Mail Account Warranty)
Consultative reviews for Google Ads Business Operations Verification (BOV) and Map Pack ranking optimization

5. Target Response Time SLAs

We target the following response thresholds to keep your agency operations optimized:

Primary Instant Messaging Desks (WhatsApp/Telegram): 10 Minutes to 6 Hours maximum.
Enterprise Microsoft Teams Hub & Corporate Mail: Within 24 Hours.

SLA latency may fluctuate slightly during peak network updates or platform security sweeps.

6. Purchasing Client Responsibilities

To accelerate ticket resolution, agency administrators and individual buyers are required to:

Supply correct transaction reference identifiers or automated OpenCart order hashes
Provide unedited technical error logs, system screenshots, or configuration parameters
Adhere to the usage parameters defined across our central Acceptable Use Policy (AUP)
Execute standard security credential resets immediately following a confirmed asset delivery log transfer

7. Professional Communication & Fair Use Standards

We maintain a rigorous, professional B2B consulting ecosystem. The following actions form a direct violation of our operational guidelines:

Transmitting abusive, aggressive, or non-professional language to our technical teams
Flooding system APIs or messaging desks with automated duplication spam queries
Filing deceptive, non-verifiable replacement warranty claims after altering security configurations

Breaches will face immediate help-desk restriction, ticket locking, and potential network blacklisting.

8. Regulatory Platform Autonomy & Boundaries

While our support desks provide extensive technical diagnostics and documentation audits based on contemporary industry standards:

We exercise zero equity or backend systemic control over autonomous third-party corporations (Google LLC, YouTube, Microsoft, Meta Platforms)
Final administrative decisions regarding policy sweeps, network suspensions, or monetization approvals remain completely under their sovereign jurisdiction.

9. Centralized Multi-Brand Support Coordination

To ensure uniform data security and expert compliance routing, our customer support infrastructure is centrally managed across the SPL TECHNO SOFT brand network, integrating active resolution pipelines between ApexonMedia.com, AdCouponStore.com, and our upcoming centralized parental technical corporate platform SPLTechnoSoft.com (Launching June 2026).

10. Central Corporate Contact & Legal Desk Details

For continuous order tracking, strategic agency account allocations, or official policy reviews, connect with our core division:

SPL TECHNO SOFT (Apexon Media Division)
Government MSME Udyam Identifier: UDYAM-UP-01-0014013
🏢 Registered Office Address: Unit No. 102, Plot Number 35, MIG - B Block, Shastri Puram, Dehtora, Agra, Uttar Pradesh, India - 282007
📧 Central Network Support: sales@apexonmedia.com / support@apexonmedia.com
📞 Corporate Helpline Desk: +91-8279705194