Channel
Telegram and email
A support channel is assigned to a specific license: a Telegram account or group. Email is an additional official channel.
Official support policy
Support covers the standard iEXExchanger admin panel
This Agreement defines the scope, communication rules, response times and limitations of technical support provided by IEXEXCHANGER FZCO to iEXExchanger users. The key rule is simple: support covers the standard product and its admin panel. Server work, configuration changes, customization and code changes are handled only as separate paid services.
Current version: May 27, 2026
Main responsibility boundary
Support is not development, server maintenance or programming training. We help with the standard product, confirm bugs and provide instructions for built-in features.
Hours
Mon-Fri, 10:00-18:00 MSK
During weekends, holidays, vacations, force majeure or Telegram outages, replies are possible only when a specialist is available.
Bugs
Product bugs are fixed
Confirmed bugs in the standard version are fixed regardless of active support status.
Admin panel only
Free and paid technical support is provided only for the admin panel, standard modules and core iEXExchanger functionality.
- Consultations on the standard admin panel and built-in product features.
- Diagnostics of reproducible issues in the standard iEXExchanger version.
- Update instructions and guidance on official materials.
- One free initial installation with basic server and database setup.
- Escalation of confirmed product bugs to developers and free bug fixes.
Server work is separate
Hosting, SSL, PHP, database, cron, queues, WebSocket, firewall, migration, repeated installation, infrastructure diagnostics and any server-side changes are performed only through server administration services.
- Source code analysis, explanation, changes or fixes.
- Consultations on PHP, Laravel, Angular, Vue, JavaScript, MySQL, Linux and other technologies.
- Customization, new features, modules, integrations or business logic.
- Fixing consequences of user changes, third-party modules, SQL edits or third-party interference.
- Server and infrastructure work outside a separate server administration service.
Document
How to submit a request
A clear request helps us check the issue faster.
Fair use
Many messages in a row, repeated “?”, “hey”, “!!!”, aggressive tone, deleted history or attempts to use support as a permanent training chat may lead to service suspension.
- 1Describe the issue in one clear message: what happened, where it happened and what result you expected.
- 2Specify the product version, license domain and reproduction steps.
- 3Attach screenshots or videos sent directly in Telegram. External links to Google Drive, Mega, Dropbox, YouTube, Vimeo and third-party screenshot services are not opened.
- 4Send the exact interface error text if there is one. If the product was customized, mention it immediately.
- 5Provide correct access details if diagnostics are impossible without them. Invalid or incomplete access pauses the request.
Critical failure
1-6 hours
The issue blocks normal operation of the standard product.
Partial issue
up to 1 business day
A function works incorrectly, but the product is not fully stopped.
Consultation
1-3 business days
Questions about standard settings, updates or admin panel usage.
Document
Full agreement text
The structured version below keeps the key terms: support periods, communication rules, service scope, SLA, refusal grounds, official notices and license-specific conditions.
Summary
iEXExchanger technical support helps with the standard admin panel and built-in product behavior. Anything related to servers, code, customization, infrastructure, non-standard integrations or additional changes is handled separately as a paid service.