Support Policy

At Nazifa IT Solutions, we are committed to providing timely and reliable support for both our digital products and services as well as our clothing items. This Support Policy outlines the scope of assistance available to our customers.

1. Support for Digital Products & Services

Digital products include software, licenses, IT services, and website solutions.

1.1 Support Coverage

• Installation & Setup Assistance (guidelines for installing and activating software).

• License & Activation Issues (help with invalid or non-working license keys).

• Bug/Error Fixes (if the problem is caused by our product/service).

• Basic Usage Guidance (instructions on how to use the purchased product).

1.2 Support Exclusions

• Custom modifications or feature requests beyond the purchased product.

• Issues caused by third-party software, hardware, or customer’s system misconfiguration.

• Expired service periods (if the product/service had a time-based subscription).

1.3 Support Channels

• ? Email: info@nazifait.com

• ? Live Chat / Messenger (during office hours)

• ? Phone Support (working hours only)

1.4 Response Time

• Email & Chat Support: Within 24 hours (working days)

• Phone Support: Immediate during working hours (10 AM – 7 PM, Saturday to Thursday)

• Critical Issues: Priority support for license/delivery failures within 6 hours

2. Support for Clothing Items

Clothing items include Panjabi, dresses, and other fashion products.

2.1 Support Coverage

• Order-related queries (size, color, design availability).

• Delivery & tracking assistance.

• Return & replacement requests (as per our Return Policy).

• Size guidance and general product information.

2.2 Support Exclusions

• Fashion advice or customization requests beyond available designs.

• Issues arising after misuse, washing, or alterations by the customer.

2.3 Support Channels

• ? Email: support@nazifaitsolution.com

• ? Facebook/Instagram Inbox (fastest for clothing-related queries)

• ? Phone Support (10 AM – 7 PM, Saturday to Thursday)

3. Customer Responsibilities

To receive support, customers must:

• Provide order ID, invoice, or proof of purchase.

• Clearly explain the issue with screenshots/photos (for digital products or damaged clothing).

• Cooperate with troubleshooting instructions provided by our support team.

4. Escalation Policy

If your issue is not resolved within the stated timeframe:

• First escalation: Support Supervisor (via email).

• Final escalation: Management Team.

• Customers also retain the right to file complaints with the Directorate of National Consumer Rights Protection (DNCRP), Bangladesh under the Consumer Rights Protection Act, 2009.

5. Working Hours

? Support Hours:

• Saturday – Thursday: 10:00 AM – 7:00 PM (BST)

• Friday & Govt. Holidays: Closed

6. Contact Information

? Email: support@nazifaitsolution.com
? Phone: +880-1XXXXXXXXX
? Messenger / Website Live Chat

⚖️ Disclaimer: Support is provided in line with our Return & Refund Policy and the Consumer Rights Protection Act, 2009 (Bangladesh). We reserve the right to update this Support Policy at any time.