Support SLA / Contact emails
Ridy comes with a tiered support model based on your license type and upgrade plan. This section explains what to expect, how to reach us, and what falls within (and outside) the scope of support.
🛠️ Support Tiers & Response Times
| Plan | Includes | Response Time | Channel Access |
|---|---|---|---|
| Regular License (Basic) | Installation support for unmodified code only | Up to 2 working days | Customer panel (ticket only) |
| Pro Plan | One-time installation & branding on buyer’s server | Installation only (done in 2–3 weeks) | Customer panel |
| Pro Plus | Priority support, update maintenance, Slack/Telegram access | < 8 hours on weekdays | Ticket + Direct Messaging |
⏰ Support hours:
Monday–Friday, 10:00 – 18:00 (GMT+0)
Weekend on-call for production incidents only (Pro Plus)
📫 Contact Methods
| Purpose | Contact Method |
|---|---|
| Sales / Pre-purchase inquiries | 📧 Email: contact@lumeagency.io |
| Technical Support | 🛠️ Customer Panel → Support Ticket Submission (for license holders) |
| Pro Plus Direct Support | 💬 Telegram / Slack (via invitation after onboarding) |
❗ Please do not submit support requests via email. All technical support must go through the customer panel.
📋 Support Scope by Plan
| Task / Topic | Regular | Pro Plan | Pro Plus |
|---|---|---|---|
| Installation (Default Docker Stack) | ✅ | ✅ | ✅ |
| Admin panel setup wizard help | ✅ | ✅ | ✅ |
| Bug reporting | ✅ | ✅ | ✅ |
| Flutter app branding & splash | ❌ | ✅ | ✅ |
| Flutter app publishing | ❌ | ❌ | ✅ |
| Ongoing version updates | ❌ | ❌ | ✅ |
| Direct chat support | ❌ | ❌ | ✅ |
| Help with custom builds | ❌ | ❌ | ❌ |
| 3rd-party plugin integration | ❌ | ❌ | ❌ |
| DevOps or CI/CD pipeline setup | ❌ | ❌ | ❌ |
🧠 Support is only provided for the original, unmodified version of the product.
Modifications, custom logic, or unsupported 3rd-party integrations fall outside all support plans.
🧾 Best Practices for Support Requests
To ensure the fastest resolution, your support ticket should include:
- Your purchase code
- Server IP and credentials (optional, but recommended)
- Description of issue with screenshots or logs
- Target platform or app affected
🔐 Once your issue is resolved, you are encouraged to change any shared credentials