Introduction

Travilege is committed to providing effective and professional technical support to users of the website and mobile application. This Technical Support Policy focuses on offering technical assistance to users when facing technical issues related to the use of the website. Please note that support related to services provided through the website should be handled directly with the service providers.

1. Scope of Technical Support
1.1. Technical Support Coverage

• What Travilege Technical Support Covers:

  • Issues accessing the website or application.
  • Website or application errors or technical issues hindering proper use.
  • Difficulties with logging in or account management.
  • Inquiries about how to use the website.

• What Travilege Technical Support Does Not Cover:

  • Inquiries about the details of services provided through the website.
  • Issues related to bookings, refunds, or policies of service providers.

1.2. Support from Service Providers

• Users should contact service providers directly for support related to bookings and services provided.
• Contact details for service providers are available on the service details page when booking.

2. Technical Support Channels
2.1. Email Support

• Users can submit their inquiries or support requests via email at: [email protected]
• Email responses are provided during official working hours in accordance with the service level.

2.2. Phone Support

• The technical support team can be reached via phone at: 97333333242
• Phone support is available from 9:00 AM to 6:00 PM Bahrain Time, from Saturday to Thursday.

3. Service Level Agreement (SLA)
3.1. Response Times

• Email: All email inquiries will be responded to within two business days during official working hours.
• Phone: Calls are answered during official working hours.

3.2. Resolution Times

• Minor Issues: Such as login or account setup issues, are typically resolved within two business days of contact during official working hours.
• Complex Issues: Such as technical errors or website malfunctions, are typically resolved within five business days, depending on the complexity of the issue during official working hours.

3.3. Escalation

• If an issue is not resolved within the specified time frame, the case can be escalated to the advanced technical support team.
• Escalation can be done by sending a detailed request to: [email protected]

4. User Responsibilities

• Providing Accurate Information: Users must provide accurate and detailed information about the issue they are experiencing.
• Cooperating with Support Team: Users should fully cooperate with the support team to identify and resolve the issue as quickly as possible.
• If users do not respond to requests from the support team, Travilege reserves the right to close the support request. Users can reopen the request by contacting the technical support team.

5. System Updates and Maintenance

• Maintenance Schedule: Periodic maintenance may be conducted on the website or application to implement improvements or fixes. Users will be notified of any planned downtime via email or website/application notifications.
• Emergency Maintenance: In the event of emergency maintenance, every effort will be made to notify users as soon as possible.

6. Contact Us

• Support Email: [email protected]
• Support Phone Number: 97333333242
• Mailing Address: Shop 1390, Building 2102, Road 2825, Block 428, Seef, Kingdom of Bahrain

7. Conclusion
Travilege is dedicated to providing the best possible technical support to its users and ensuring a smooth and convenient experience on our website. Thank you for using Travilege.