Support & service policy

How to contact us

Contact us on WhatsApp at +27 81 438 8821 using the link on our contact page, or email hello@vaskem.com as an alternative. Email is checked less often than WhatsApp. Include your company, affected page, time of the problem, impact and a safe description. Remove private records from screenshots. Never include passwords, API keys or payment-card security codes. We will arrange an appropriate channel if sensitive evidence is necessary.

What support covers

Support scope, operating hours, priority definitions, response targets, recovery objectives and any service credits must be agreed in the customer order. Unless that order says otherwise, this website does not promise 24/7 support, a guaranteed resolution time or a specific uptime percentage.

We assess incidents by impact and urgency. A widespread outage or suspected security incident receives different handling from a how-to question. Maintenance and external service issues can affect availability. Custom development, imports and integration changes may require separate scope and approval.

Complaints and security concerns

Ask for escalation if an issue is unresolved, retaining the reference and earlier correspondence. Privacy complaints may also be raised with the Information Regulator; consumer disputes may use an applicable regulator or dispute body. Reporting to us does not remove those rights.

Report suspected vulnerabilities privately with a minimal safe description. Do not exploit them, access another tenant or disclose private data. Any testing beyond normal account use requires prior written authorisation. A reporting channel is not a bug-bounty or legal safe-harbour promise.