Technical Support Policy

Vinext AI, LLC provides technical support for software licenses purchased or redeemed through the VinextAI platform. Our support team is here to help you successfully install, activate, and use your licensed software.

• Support is intended to assist with installation, activation, and license-related issues.
• Technical assistance is included as part of our service offering for eligible purchases.
• Support is not unlimited IT outsourcing — it is focused on licensing and product delivery matters.

Our technical support team can assist with the following:

• Software installation guidance and setup instructions
• License activation assistance and key validation issues
• Voucher redemption assistance and security code problems
• Basic troubleshooting for product usage and configuration issues
• Delivery-related issues such as missing license emails or incomplete order fulfillment

For delivery-specific information, see our Delivery Policy.

The following types of requests fall outside the scope of standard technical support and may not be handled through our support channels:

• Custom software development or bespoke application programming
• Hardware repair, device diagnostics, or system-level operating failures
• Third-party software conflicts not related to license validity or activation
• Operating system failures unrelated to license activation or product installation
• Advanced enterprise IT consulting, deployment projects, or managed services (unless separately agreed in writing)

Enterprise customers with dedicated service agreements may have additional support options defined in their contract.

Technical support is provided exclusively through the following official channels:

• Official support email: info@vinext.ai
• Support & Contact page form for structured support requests

Submit a request through our Support & Contact page for the fastest routing to the appropriate team.

Support response times depend on request volume and issue complexity:

• Standard response time: within 1–2 business days of receiving your request.
• Complex cases involving publisher escalation or manual verification may require additional time.
• Support availability may vary; we respond as promptly as possible.
• Requests received outside regular business hours will be addressed on the next available business day.

Including your order number, product name, and a clear description of the issue helps us respond more quickly.

Please contact support first if you experience any of the following:

• Installation errors or setup failures
• Activation failures or invalid license key messages
• License recognition problems after successful installation
• Delivery confirmation issues or missing license emails

Refund eligibility is described in our Refund Policy. Refund requests submitted without prior support contact may be delayed or declined.

To help us resolve your issue efficiently, you agree to:

• Provide accurate and complete descriptions of the issue you are experiencing.
• Share screenshots, error messages, or logs when requested by support.
• Follow provided instructions and troubleshooting steps carefully.
• Verify system compatibility with the product before installation.
• Cooperate with support during the troubleshooting process and respond to follow-up questions.

While we strive to provide effective assistance, technical support does not guarantee:

• Resolution of all third-party software conflicts or environmental incompatibilities.
• Compatibility with unsupported operating systems, hardware, or software configurations.
• Immediate resolution of complex technical issues requiring publisher or vendor involvement.
• On-site visits, remote desktop sessions, or hands-on IT management (unless explicitly stated in a service agreement).

Support outcomes depend on product publisher policies, system environment, and the nature of the reported issue. We will make reasonable efforts to assist within the defined scope of this policy.

To request technical support, contact Vinext AI, LLC through our Support & Contact page or by email at info@vinext.ai.

Please include your order number or voucher code, product name, registered email address, and a detailed description of the issue. Our team will review your request and respond during published business hours.