Customer Support & Service Level Policy

Effective Date: October 7, 2026 • Customer Support & Service Level Agreement

1. Support Channels & Availability

We are dedicated to providing prompt, professional assistance to all PDF Pro Panel 3 customers. Support is available through the following official channels:

• Email Support: support@pdfpropanel.com (Monitored 24/7/365).
• Self-Service License Portal: https://pdfpropanel.com/license/ (Instant key recovery, receipt generation, and device management).
• Billing & Account Inquiries: billing@pdfpropanel.com.
• Enterprise & Volume Sales: enterprise@pdfpropanel.com.

2. Service Level Targets & Response Times

Our customer support team prioritizes requests based on license tier:

• Enterprise & Business Accounts: Guaranteed first-response time within 4 to 8 hours.
• Pro Lifetime & Web Pro Customers: Prioritized response within 12 to 24 hours.
• Free Basic Users: Standard response within 24 to 48 hours.

3. Scope of Support Services

Our support team actively provides assistance with:

• Software installation, setup, and system compatibility issues (Windows, macOS, Android, iOS).
• License key activation, seat unbinding, and hardware migration.
• Billing inquiries, invoice generation, subscription management, and refund requests.
• Bug reporting, error diagnostics, and feature enhancement suggestions.

4. Exclusions from Support Scope

Our standard support scope does not include bespoke custom PDF programming, recovery of documents lost due to local hardware crashes, or support for unapproved third-party binary patches.