Support & Maintenance Policy — Decus Technologies Ltd
Policy

Support & Maintenance Policy

Last Updated: October 14, 2025

1. Purpose

This Support & Maintenance Policy explains how Decus Technologies Ltd (“we,” “our,” or “us”) provides customer support, system maintenance, and software updates for users of our websites, applications, and plugins (collectively, the “Platform”).

Our goal is to maintain high reliability, security, and user satisfaction through timely assistance, transparent communication, and regular product improvements.

2. Scope of Support

We provide technical and customer support for:

  • Platform access issues (login, registration, password reset, navigation errors).
  • Payment and wallet inquiries (transaction confirmation, refunds, withdrawals).
  • Task and bidding support (postings, updates, dispute handling).
  • Account verification or suspension inquiries.
  • Bug reports and performance issues.
  • Feature guidance (how to use Platform tools, forms, or plugins).

Support applies to all registered users of the Platform and any officially released plugins or systems created by Decus Technologies Ltd.

3. Support Channels

You can reach our support team via:

Support hours: Monday–Friday, 9:00 AM–6:00 PM (AST). Response times may vary during weekends, holidays, or high-demand periods.

4. Response and Resolution Times

We strive to address all inquiries promptly. Targets:

Priority Level Example Issue Response Time Resolution Target
🔴 Critical Platform down, major security issue Within 2 hours Within 24 hours
🟠 High Payment or wallet error Within 6 hours Within 48 hours
🟡 Medium Feature malfunction or bug Within 12 hours Within 3 business days
🟢 Low General inquiry or guidance Within 24 hours Within 5 business days

If an investigation is complex, we’ll update you with status and a revised estimate.

5. Maintenance and Updates

Decus Technologies Ltd performs regular maintenance and system updates to ensure reliability, security, and feature improvements, which may include:

  • Routine database optimization.
  • Server and security patching.
  • Codebase updates for plugins and integrations.
  • Feature enhancements or interface redesigns.
  • Scheduled downtime (announced in advance).

Scheduled Maintenance: Typically during off-peak hours; advance notice via website, dashboard alerts, or email.

Emergency Maintenance: May occur without prior notice to address urgent security or performance issues; we work to minimize downtime.

6. Software Updates

We may automatically update or modify the Platform to fix vulnerabilities, improve compatibility, and add or enhance features. By continuing to use the Platform, you agree to receive these updates automatically. Older versions of software or plugins may be deprecated without notice if required for security or performance.

7. User Responsibilities

To enable efficient support, Users agree to:

  • Provide accurate information when submitting a support request.
  • Cooperate during troubleshooting (e.g., screenshots, transaction IDs).
  • Maintain updated browsers or WordPress environments (if using plugins).
  • Refrain from unauthorized modification of plugin files or scripts.
  • Promptly report suspected vulnerabilities.

Failure to follow these guidelines may delay resolution or affect eligibility for support.

8. Third-Party Systems

The Platform may integrate with third-party services such as:

  • Payment processors (e.g., WiPay, PayWise, RedotPay, or crypto gateways).
  • Cloud hosting and analytics tools.
  • Email delivery and notification systems.

Decus Technologies Ltd is not responsible for interruptions caused by external providers, but we will assist in coordinating resolutions where possible.

9. Limitations of Support

Support does not include:

  • Custom plugin or theme development.
  • Configuration of third-party software or hosting environments.
  • Troubleshooting unrelated third-party products.
  • Training beyond standard usage instructions.
  • Data recovery due to user error or unauthorized modification.

For advanced customization or consultancy, professional services may be available upon request.

10. Data Backups and Security

We perform routine system backups to support business continuity and protect user data. Users should maintain their own backups, especially when integrating external systems or plugins.

Decus employs measures such as SSL/TLS encryption in transit, security audits and vulnerability testing, and access control with activity logging.

11. Policy Revisions

This Policy may be updated periodically to reflect new technologies, security requirements, or service improvements. The latest version will always be available at https://errunsltd.com/.

Users will be notified of significant changes via email or in-app announcements.

12. Contact Information

For all support or maintenance inquiries, please contact:

Support Maintenance Service Levels