Last updated: August 9, 2025
Welcome to Alova’s Support Policy. This page explains how we help you when things go wrong, how to contact us, and what you can expect in terms of response and resolution.
1) Scope of Support
We provide help for:
- Installing, updating, and using the Alova app (Android & iOS).
- Account and profile issues.
- Access and performance problems (e.g., app crashes, errors, slow loading).
- In-app purchases/subscriptions and billing questions.
- Content issues (e.g., broken links, incorrect tool listings, event/calendar errors).
- Accessibility and usability feedback.
What’s out of scope:
- Device/OS issues unrelated to Alova.
- Network/provider problems.
- Third-party apps, services, or websites not controlled by Alova.
- Custom integrations or automation beyond what the app officially supports.
2) How to Contact Support
- Email: support@alova.one
- In-App: Help & Support → Contact Support (if available in your app version)
- Postal (business correspondence only):
Gamifytech Solutions Pvt. Ltd.
HD-358, WeWork DLF Forum, Cyber City, Phase 3, Sector 24, Gurugram, Haryana 122002, India
Please include: a brief description, steps to reproduce, screenshots/screen recordings, your device model, OS version, app version, and time of occurrence (with timezone).
3) Support Hours (IST)
- Business Hours: Monday–Friday, 10:00–18:00 India Standard Time (IST).
- Weekends & Holidays: Monitored for urgent incidents (see Severity P0).
We may operate reduced hours during major holidays. Response targets below apply during business hours unless noted.
4) Priority Levels & Targets
We triage every request into one of the severities below. Targets are goals, not guarantees, but we strive to meet or exceed them.
| Severity | Example | First Response Target | Resolution Target* |
|---|---|---|---|
| P0 (Critical) | Alova is down for many users; login fails globally; data loss risk | Within 4 hours (24×7 best-effort) | Mitigation ASAP; full fix within 24–48 hours |
| P1 (High) | Major feature broken for many users; repeated crashes on launch for a device family | Same business day | 1–3 business days |
| P2 (Normal) | Bugs with workarounds; minor performance or UI issues | 1 business day | 3–7 business days |
| P3 (Low/Request) | Product questions, suggestions, cosmetic issues | 1–2 business days | Planned in roadmap; timeline may vary |
*Resolution may be a permanent fix, a workaround, a configuration change, or a rollback. Some fixes require app store review before release.
5) Updates, Releases & Maintenance
- We release fixes and improvements regularly via the App Store and Google Play.
- Critical hotfixes may be expedited. Non-critical items are bundled into scheduled releases.
- Some issues depend on third-party APIs/services; in those cases, timelines may be influenced by those providers.
6) Supported Platforms & Versions
- Mobile: iOS and Android, as listed on the app’s store pages.
- We aim to support the current and previous major OS versions where feasible.
- Older devices/OS versions may have reduced functionality or may be unsupported.
7) Billing & Subscriptions
- Purchases and refunds are processed by Apple App Store or Google Play under their policies.
- iOS: Use Settings → Apple ID → Subscriptions or the App Store purchase history.
- Android: Use Play Store → Payments & subscriptions.
- For billing questions, you can contact us first; we’ll guide you to the correct store workflow if needed.
8) Reporting Security & Privacy Concerns
- For suspected security issues or data exposure, contact support@alova.one with the subject “Security”.
- Do not include sensitive data (passwords, full payment details) in tickets or emails. We may ask for redacted logs or a secure channel if needed.
- We handle support data per our Privacy Policy and applicable laws. Only authorized personnel access support data to resolve your issue.
9) Accessibility
We’re committed to improving accessibility. Please share barriers you encounter (screen reader issues, contrast, touch targets, captions, etc.). Accessibility-related items are prioritized appropriately within our triage.
10) User Responsibilities
To help us help you:
- Keep Alova updated to the latest version.
- Provide clear reproduction steps and diagnostics when asked.
- Test suggested workarounds where feasible.
- Avoid sharing sensitive personal or payment data in plain text.
11) Escalation
If you believe your issue is mis-prioritized or stuck:
- Reply to the existing ticket/email and request escalation, explaining the impact.
- We’ll re-evaluate severity and, if needed, involve senior engineers or product owners.
12) Service Limitations & Disclaimers
- Internet connectivity, device health, and platform store availability can affect Alova’s performance.
- Third-party outages (news sources, tool APIs, analytics, payments) may temporarily limit features.
- Response and resolution targets are best-effort and may be affected by incident complexity or external dependencies.
13) Changes to This Policy
We may update this Support Policy to reflect product or process changes. Material updates will be noted here with a new “Last updated” date.
Need help now?
Email support@alova.one with your issue summary and screenshots. We’ll get on it.
