Our Commitment to Support for Contact Policy

At Autven IPTV Reseller Panel, we are committed to providing exceptional support to our resellers. This Contact Policy outlines how you can reach us, what to expect when you contact us, and our response time commitments.

Support Hours

Our support team is available Monday through Friday, 9:00 AM to 6:00 PM GMT. Emergency technical support is available 24/7 for critical issues affecting service availability.

How to Contact Us

Email Support

General Inquiries:

iptvreseller.shop@gmail.com

Technical Support:

teams@autven.com

Billing Questions:

teams@autven.com

Live Chat

Access live chat support directly from website.

Availability:

Monday - Friday: 9:00 AM - 6:00 PM GMT

Support Tickets

Submit a support ticket through your reseller panel for detailed technical issues.

Best for:

Complex technical problems requiring

investigation

Emergency Line

For critical service outages affecting multiple customers.

Available:

24/7 for emergency issues only

Response Time Commitments

We prioritize support requests based on urgency and impact. Here are our target response times:

Critical Issues

Service outages, complete panel unavailability, or issues affecting multiple resellers.

Response Time: Within 1 hour (24/7)

High Priority

Significant functionality issues, payment processing problems, or account access issues.

Response Time: Within 4 hours (business hours)

Medium Priority

Feature questions, minor bugs, or general technical assistance.

Response Time: Within 24 hours (business days)

Low Priority

General inquiries, feature requests, or documentation questions.

Response Time: Within 48 hours (business days)

What to Include in Your Contact

To help us assist you more efficiently, please include the following information when contacting support:

Account Information:

Your reseller account username or email address

Issue Description:

A clear and detailed description of the problem or question

Steps to Reproduce:

If reporting a bug, include steps to reproduce the issue

Screenshots:

Visual evidence of the issue (if applicable)

Browser/Device Info:

What browser and device you're using

Transaction ID:

For billing inquiries, include relevant transaction IDs

Communication Guidelines

To ensure effective and professional communication:

We Encourage

Clear and concise descriptions

Professional and respectful tone

Patience during investigation

Following up on open tickets

Please Avoid

Abusive or threatening language

Spam or repeated messages

Sharing sensitive info publicly

Opening multiple tickets for same issue

Self-Service Resources

Before contacting support, you may find answers in our self-service resources:

Documentation

Comprehensive guides and tutorials

FAQ Section

Answers to common questions

Video Tutorials

Step-by-step video guides

Feedback and Suggestions

We value your feedback and continuously work to improve our services. If you have suggestions for new features or improvements, please contact us at:

Feedback Email:

feedback@autveniptv.com

While we read all feedback, we may not be able to respond to every suggestion individually. However, your input helps shape our product roadmap.

Privacy and Data Protection

All communications with our support team are confidential and protected under our Privacy Policy. We will never share your personal information or support inquiries with third parties without your explicit consent, except as required by law.