Support Policy

The Perez Code provides customer support primarily via email at systems@theperezcode.com. Additional support channels may be available depending on your product or membership level, including ticket-based support systems within ARS and other platforms. We strive to respond to all inquiries promptly and professionally.

We aim to respond to all support inquiries within 24 hours during business hours. While many inquiries receive a response sooner, the 24-hour window accounts for peak periods and complex issues that require investigation. You will receive an automated acknowledgment of your inquiry immediately.

Our standard support hours are Monday through Friday, 9:00 AM to 5:00 PM Eastern Time (ET). Support inquiries submitted outside of business hours, on weekends, or on public holidays will be addressed on the next business day. We do not currently offer 24/7 live support.

Members of PerezCode+ and other premium membership tiers receive priority support with faster response times (typically within 4-8 hours during business hours). Priority support includes access to dedicated support channels and escalation paths for urgent issues. Membership-level support benefits are detailed on our membership pages.

Our support team can assist with:

• Account and billing issues
• Technical issues accessing products or services
• Download and delivery problems
• General product questions
• Membership and subscription management

Support does not include custom development, consulting, or implementation services unless covered under a separate service agreement.

If your issue requires further attention, it will be escalated to a senior support representative or the appropriate team. We aim to resolve escalated issues within 2-3 business days. Critical issues affecting service availability are prioritized accordingly.