Knowledge Base

What is LAXXY Technical Support?

LAXXY's technical support covers all services related to the operation of your website, automations, and digital tools contracted with us. Our goal is to ensure everything is running smoothly, securely, stably, and efficiently.

Includes, but is not limited to:

  • Fixing technical errors on websites, forms, pages, or automations

  • Adjusting pages that aren't loading correctly

  • Troubleshooting slow or malfunctioning websites

  • Errors in contact or CRM forms (e.g., leads not being sent)

  • Display issues on mobile devices

  • Errors in redirects or buttons that don't work

  • Checking and fixing domain and server issues

  • Support for unexpected bugs or issues in the admin panel

  • Checking emails not received via forms

  • System reactivations in case of a crash

  • Technical guidance via message or explanatory video

  • Support for scheduling and calendar integration issues

  • Security fixes or issues that put your website at risk

  • Technical support for automations, CRM, and notifications

⚠️ Technical support does not include creating new pages, designing new elements, aesthetic changes requested by the client, new automation workflows, posts, branding, or image editing. These services are part of creative packages or hours contracted separately.

What is the deadline for technical support?

Our average response time varies depending on the type of problem, but we always strive to respond quickly:

Request Type

Average Response Time

Average Solution Time

  • Critical issues (website down, scheduling failed)

  • Up to 4 business hours

  • 4 a 24 hours

  • Generic Technical Problems

  • Up to 24 business hours

  • 1 to 3 business days

  • Minor issues (e.g., button out of place)

  • Up to 48 business hours

  • 2 to 5 business days

  • Requests outside the scope of support

  • Response with quote

  • To be defined after approval

Business days: Monday to Friday, 9am to 6pm (Brasília or NZ time depending on the team responsible).

LAXXY Disclosure and Transparency Term

LAXXY operates as a digital and technology services provider, 100% contractual, remotely, and without an employment relationship. We are committed to providing efficient, transparent, and good-faith technical support, focusing on problem-solving and ensuring the stability of the contracted solutions.

By contracting our services, the client declares to be aware of and in agreement with the following points:

1-Technical Scope of Support:

  • Support only covers issues related to the technical functionality of tools already provided by LAXXY.

  • Visual changes, design, new content, aesthetic adjustments, or additional features are not included, unless specified in the contract.

2-Form of comunication:

  • All support is provided digitally (email, WhatsApp, form, or internal dashboard).

  • Communication may include screenshots, screen recordings, or quick calls to understand the issue.

3-Charge per Additional Hour:

  • After the project is completed (website delivery and automation), any additional services requested may be billed as a single hour or weekly package, with a quote provided in advance.

  • Frequent revisions or repetitive rework will be charged pro rata.

4-Warranty and Liability:

  • If the error or failure was caused by our team or servers (e.g., code error, host failure), support will be free and prioritized.

  • If the issue was caused by misuse, changes made by third parties, external apps, or misuse, support will be charged as an additional hour.

5-Free Cancelation policy

You can cancel LAXXY services at any time. However:

  • If the project has already started, the amount proportional to the hours already worked must be paid, even if cancellation occurs before final delivery.

  • Failure to pay for services already provided may result in the suspension or removal of your website until the situation is resolved.

  • LAXXY does not offer refunds for completed or approved milestones.

  • Blocking accounts or systems due to non-payment is a reserved right as a form of protection against misuse or breach of agreement.

6-Service Limit:

  • Technical support is provided on a fair and proportionate basis. Cases of abuse, excessive demands beyond the scope of the service, or attempted continued use without payment for additional services will be reported, with the possibility of temporary blocking until the service is resolved.

7-Right of Refusal:

  • We reserve the right to refuse any request that falls outside the technical scope, involves legal risks, access to sensitive data without a specific contract, or that goes against LAXXY's principles and policies.

8-Updates and Continuous Improvement:

  • LAXXY may make continuous technical improvements without prior notice, as long as they benefit the overall system of customers.

  • Changes to the support policy will be updated in this document.

Business days: Monday to Friday, 9am to 6pm ( NZ time depending on the team responsible).

Collaboration Agreement for Partners and Representatives — LAXXY

This document establishes the terms for any professional who wishes to act as a partner or commercial representative of LAXXY Tecnologia e Design in a digital and remote work model, whether in New Zealand, Australia, Brazil or abroad.

1-Nature of the Agreement

  • This is an independent, commission-based collaboration.

  • There is no employment relationship between the partner and LAXXY.

  • The partner acts as an independent digital service provider, with the freedom to accept or decline tasks and projects.

2-No mandatory legal benefit in NZ/AUS is applicable.

incluiding:

  • Paid vacation

  • Transportation

  • Meal vouchers

  • Insurance

  • Civil liability

3-Payment by Commission

  • The partner receives a commission for each completed project, as previously agreed upon via email or digital contract.

  • The commission amount will only be released after full payment from the client and clearing of funds in LAXXY's official bank accounts.

  • Payments may take up to 7 business days after clearing to be transferred to the partner.

  • All financial transactions are handled through secure platforms, with recorded amounts and invoices..

4-Partner Responsibilities

  • The partner must act ethically, professionally and clearly, providing only real services authorized by LAXXY.

  • Selling fake products, misleading information, false promises, or lack of customer support may result in:

    • Commission Cancellation

    • Immediate Contract Suspension

    • Legal Liability and Direct Collection of the Refunded Amount from the Customer

    • If a project is canceled due to the direct fault of the representative (mismanagement, fraud, omission or breach of trust), LAXXY reserves the right to seek a full refund through legal action and to report the facts to the competent authorities.

5-Legal Protection and Jurisdiction

  • This agreement follows the principles of the NZ Internet Framework Law (Law 12.965/14) and the New Zealand Civil Code.

  • International partners must comply with their countries' data protection and digital responsibility laws.

  • All communication serves as legal evidence: emails, messages, and files exchanged may be used in the event of a dispute.

6-Immediate Termination

  • A LAXXY pode rescindir a parceria a qualquer momento, sem aviso prévio, nos seguintes casos:

    • Breach of trust

    • Unethical conduct

    • Failure to comply with the rules of this agreement

    • Repeated delays or poor customer service

      There will be no compensation or payment for services not completed or canceled due to failures attributed to the partner.

7-Confirmation

  • By engaging in any activity with LAXXY, you agree to all of the above terms, understanding that this is a digital, informal, and non-employment contract. Any exceptions must be requested and authorized in writing.

LAXXY Protection Clause

The partner acknowledges that they act on their own behalf and at their own risk when representing the LAXXY brand to third parties. The company is not responsible for unauthorized promises, informal negotiations, or misuse of the brand or materials without prior authorization.

If the partner:

Causes harm to a customer through error, omission, or misconduct,

Exposes LAXXY to legal, reputational, or financial risks,

Misuses logos, text, images, or internal systems,

then the same assumes full legal and financial responsibility, exempting LAXXY from any obligation to compensate, reimburse, or legally defend itself. LAXXY reserves the right to seek compensation for damage to its image, lost profits, and losses arising from such actions.

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