Support Policy

BitSukuk Support Policy

Effective Date: 1st July 2025

Last Updated: 1st July 2025

At BitSukuk, we are committed to providing dependable, responsive, and secure support services for all users and stakeholders of our platform. This Support Policy outlines the scope, availability, and service levels of our support channels.

1. Support Channels

You can contact us through the following channels:

• Email: support@bitsukuk.io
• Live Chat: Available on our website during business hours
• Help Center: https://bitsukuk.io/help
• Telegram: @BitSukukSupport
• Support Ticket: Submit via your investor dashboard

2. Support Hours

Our team is available to assist you during the following hours:

• Monday – Friday: 9:00 AM – 6:00 PM (MYT)
• Saturday – Sunday: Emergency support only (for urgent issues)
• Public Holidays: Limited response times may apply

3. Response Times

We strive to respond to all inquiries within the timeframes below:

4. Scope of Support

We provide assistance with:

• Account registration and KYC/AML verification
• Platform navigation and project participation
• Technical issues with wallets or token interactions
• Transaction confirmation and tracking
• Compliance or Shariah-related inquiries (via our council)

We do not provide:

• Personal financial or investment advice
• Support for third-party wallets or exchanges outside of our system
• Legal or tax guidance

5. Feedback & Escalation

If you’re unsatisfied with the resolution provided, you may escalate the issue by emailing compliance@bitsukuk.io. We review all escalated tickets and aim to respond within 72 hours.

6. Changes to This Policy

We may update this Support Policy periodically. Major changes will be communicated via email or your dashboard notifications.

Contact Us

BitSukuk Support Team
📧 support@bitsukuk.io
🌐 https://bitsukuk.io