Support Policy

Last updated: April 10, 2026

1. Support Model

WorkStudio.Online provides support primarily in writing by email and through the WorkStudio forum. Written support helps us keep requests clear, track decisions, and provide consistent follow-up for product, billing, privacy, and account matters.

2. Support Channels

• Email: mail@workstudio.online for private support, billing, cancellation, refund, privacy, legal, and account matters.
• Forum: for general usage questions, product discussion, and non-confidential support topics.

3. No Phone Support

WorkStudio.Online does not currently provide a dedicated phone support line. Support is handled through written channels so requests can be tracked and answered accurately.

4. What to Use Each Channel For

• Use email for account access problems, billing issues, cancellation, refunds, privacy questions, legal notices, and anything that includes personal or confidential information.
• Use the forum for how-to questions, product feedback, feature ideas, and general non-confidential discussion.

5. Target Response Times

Response times are targets, not guaranteed service levels. Our current target response times are:

• Billing, cancellation, refund, or privacy requests: within 2 business days.
• Technical support questions: within 3 business days.
• Account access or security problems: within 1 business day where reasonably possible.

Business days are Monday to Friday in the Europe/Bucharest time zone, excluding public holidays.

6. Billing and Subscription Management

Paid subscriptions are billed through Paddle as merchant of record. Depending on the flow available for your subscription, some billing tasks such as invoices, payment-method updates, and cancellation may be handled through Paddle's customer portal or buyer-support tools. Where manual review is needed, contact mail@workstudio.online.

7. What Support Does Not Include

• custom implementation work or professional services;
• guaranteed issue resolution times;
• phone-based support;
• formal enterprise SLA commitments unless separately agreed in writing.

8. Related Documents

This Support Policy should be read together with our Terms of Service, Privacy Policy, Refund Policy, and Legal Notice.