This notice explains the support channels, scope and expectations for Vesunil.
Version: v1 · Last updated: 4 September 2026
1. Support channels
In-app support screen (recommended). From the profile menu or the Help Centre in the Panel you can create a support request or send feedback. You follow the status of your record in the Panel and reply to responses from within the Panel. This is the fastest route because the record arrives with the application version and screen context.
Email. info@dualyxlabs.com
When a record you opened in the Panel is answered, you are notified by email; your reply must be written through the Panel.
2. Record types
Support request. A function that does not work or does not behave as expected, an access problem, or a need for help.
Feedback. A bug report, an improvement suggestion, a feature request or a general comment.
When creating a support request you are asked to choose the relevant area: appointments, calendar, customers, payments, expenses, reports, messaging, SMS, WhatsApp, email, files, package and membership, account and sign-in, or other.
3. Record states
A support request can be in one of the following states: open, in review, waiting for user, in progress, resolved, closed or rejected. State changes appear in your record's history.
"Waiting for user" means information or confirmation is expected from you before work can continue.
4. Helping your request move faster
- Write which screen and which operation the problem appeared on.
- State the result you expected and the result you got, separately.
- Include the full text of any error message.
- Attach a screenshot.
- If the problem concerns a specific record, give its date and time.
5. Attachments
Up to 5 files can be attached to a record. Each file can be at most 10 MB and all attachments at most 25 MB in total. Supported types: PNG, JPG, WebP, PDF, TXT and LOG.
Attachments are stored privately and can be seen only by the people involved in the record. Attachments count towards your business's storage quota.
Do not put unnecessary personal data in attachments; we recommend masking customer details in screenshots.
6. Scope of support
In scope. Using the Platform's functions, bug reports, account and access problems, package and feature entitlements, Platform-side configuration of integration settings, and data export and deletion requests.
Out of scope. The business's own commercial decisions; provider-side matters such as your SMS or WhatsApp provider's balance, sender header registration and template approvals; fulfilment of the business's own legal obligations towards its customers; legal, financial or tax advice; and the business's own device, network and browser problems.
7. Response times
Support requests are handled on business days. Our target is to respond within 2 business days; problems that block access entirely are treated as priority. These periods do not constitute a service level agreement (SLA); if your contract contains a separate commitment, that provision applies.
8. Personal data requests
For requests to access, correct or delete your personal data, follow the application route in the KVKK Privacy Notice. As a customer of a business, you must send requests about your own data to the business you received service from.
9. Contact
info@dualyxlabs.com · [ADDRESS] · KEP: [REGISTERED E-MAIL ADDRESS]