Support Policy

Support Policy

At LB, we believe great service doesn’t end at delivery, it continues with reliable and friendly support. Our goal is to keep your business running smoothly while giving you peace of mind.

1. Support Channels

You can reach us through:

  • 📧 Email Support – connect@lukmanbachu.com

  • 💬 WhatsApp / Chat Support – +971 58 591 9263

  • 📞 Phone Support – Available during working hours

2. Support Hours

  • Standard Support: Monday – Saturday, 9:00 AM – 5:00 PM (UAE Time)

  • Priority Support: For urgent technical issues, we provide 24/7 emergency response.

3. Response Time

  • General queries: within 3 hours

  • Technical issues: within 2 hours

  • Critical downtime: immediate response

4. What’s Included in Support

✅ Bug fixes and technical troubleshooting
✅ Assistance with updates, backups, and performance checks
✅ Guidance on using your website, app, or social media tools
✅ Security checks and issue resolution

5. What’s Not Included (but available as add-ons)

❌ Major design changes or new features (treated as new projects)
❌ Third-party service issues (e.g., external hosting providers, payment gateways)
❌ Content creation outside your chosen plan

6. Support Plans

We offer flexible support tailored to your needs:

  • Basic Plan: Email support only (included with all services)

  • Standard Plan: Email + WhatsApp support, faster response

  • Premium Plan: Priority 24/7 support, dedicated account manager

7. Our Commitment

  • We speak in simple, clear, and friendly language (no technical jargon unless you ask for it).

  • We aim to solve, not delay – every ticket is tracked until resolved.

  • We listen to your feedback and continuously improve our service.

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