Support Policy – AI Souq

At AI Souq, we are committed to delivering reliable, responsive, and customer-focused support at every stage of your journey with us. This Support Policy outlines how we assist our customers before, during, and after purchase, ensuring a smooth and hassle-free experience. From product selection and order processing to installation and after-sales service, our team is dedicated to providing timely assistance and effective solutions tailored to your needs.

1. Customer Support Channels

We offer multiple ways to reach our support team:

• ? Email Support: support@aisouq.ae
• ? Live WhatsApp Chat: +971 56 172 5767
• ? Phone: +971 4 294 1700

Support Hours:
Monday – Saturday: 8:00 AM – 8:00 PM (UAE Time)
Sunday & Public Holidays: Limited support

2. Pre-Sales Support

Before making a purchase, customers can:

• Get expert advice on product selection
• Request quotations for bulk orders
• Compare products and features
• Check compatibility and installation requirements

Our team ensures you choose the right solution for your needs.

3. Order & Delivery Support

We provide assistance with:

• Order confirmation and tracking
• Delivery timelines and updates
• Installation scheduling (if applicable)

Customers will receive updates once the order is processed.

4. Installation & Technical Support

For selected products (e.g., CCTV, access control, networking):

• Professional installation services available
• Remote configuration assistance (where applicable)
• Basic setup guidance provided

Note: Installation charges may vary based on location and requirements.

5. After-Sales Support

We continue to support you after purchase:

• Product troubleshooting assistance
• Warranty claim guidance
• Replacement or repair coordination
• Firmware and configuration support (limited)  

7. Response Time

We aim to respond within:

• ? Email: Within 24 hours
• ? Live Chat: Immediate (during working hours)
• ? Phone/WhatsApp: Within a few hours

Complex technical issues may take longer depending on the nature of the problem.

8. Customer Responsibilities

To ensure smooth support, customers should:

• Provide accurate order details
• Follow installation and usage guidelines
• Avoid unauthorized modifications to products
• Keep invoices and warranty documents safe.      

9. Service Limitations

Support may be limited in the following cases:

• Products not purchased from AI Souq
• Expired warranty items
• Physical damage or misuse
• Third-party installations not approved by AI Souq. 

10. Policy Updates

AI Souq reserves the right to update this Support Policy at any time. Changes will be posted on this page. 

11. Contact Us

For any support inquiries, please contact:

? Email Support: support@aisouq.ae

? Live WhatsApp Chat: +971 56 172 5767

? Phone: +971 4 294 1700