Ticket Support Policy

Last updated: July 12, 2025

Key Policy Points

•All support communications through our ticket system are property of Vetroniq
•Average response time is 1-4 business hours
•Tickets are prioritized based on severity and subscription level
•We monitor all communications for quality assurance
•Abusive language may result in service suspension

1. Ticket Ownership

By submitting a support ticket, you acknowledge that:

-All ticket communications become Vetroniq property
-We may use anonymized tickets for training purposes
-You retain rights to your personal data under PDPL
-We may store tickets for up to 3 years

2. Communication Channels

Official support is provided through our ticket system on vetroniq.com and our official social media channels. All these channels are considered official support records.

3. Prohibited Content

To maintain a professional support environment and comply with Saudi Arabian regulations, certain types of content are strictly prohibited in all ticket communications. Violations may result in immediate ticket closure and potential account restrictions.

The following will not be tolerated:

›Abusive or threatening language
›Spam or repeated ticket submissions
›Sharing of illegal content

4. Response Times

Our support team operates 24/7 to provide timely assistance. Response times may vary depending on ticket complexity and current support volume. All times are in Arabia Standard Time (GMT+3).

Our Service Level Commitment

While response times may vary, we typically respond within:

1-4 hours for critical issues
8 hours for standard inquiries
24 hours for general questions

5. Escalation Process

If your issue isn't resolved to your satisfaction, you may request escalation to a senior support manager within 7 days of the original ticket closure.