Support Policy for NYG

At NYG, we are committed to providing excellent customer support for our IT products and services. This Support Policy outlines the scope, response time, and conditions for customer assistance.

1. Scope of Support

We provide support for the following:

Hardware Products – Troubleshooting, warranty claims, and technical guidance.
Software Products – Installation assistance, licensing issues, and activation support.
Digital Services – Cloud services, subscriptions, and account-related issues.
Order & Payment Assistance – Billing inquiries, refunds, and shipping issues.

2. Support Channels

Customers can contact us through the following channels:
Email: support@nug.com.np
Phone: +977-9802397025
Live Chat: Available on our website ([www.nyg.com.np])

3. Response Time

Standard Support: Response within business hours.
Priority Support: Available for premium customers with faster response times.
Emergency Support: Critical system failures or security breaches will be addressed within 4 hours.

4. Warranty & Repair Support

Hardware: Warranty claims must be processed as per the manufacturer’s policy.
Software: Support is provided for installation and activation issues only. Feature-related issues should be reported to the software developer.
Accessories: Returns and replacements are handled as per our Return Policy.

5. Exclusions from Support

We do not provide support for:

Third-party software or hardware not purchased from us.
Custom modifications or unauthorized repairs.
Data recovery for lost files due to hardware/software issues.
Issues arising from improper use, accidental damage, or unauthorized access.

6. Remote Assistance

For software-related issues, we may provide remote troubleshooting using secure tools.
Customers must grant permission for any remote access.

7. Refund & Replacement Support

Refunds for digital products are only processed if the license key is unused.
Physical products may be replaced or repaired under warranty terms.

8. Service Termination

We reserve the right to terminate support services if: