Orax 1. General provisions
These regulations set out how the technical support service of Orax (my-it.uz) operates and are an integral part of the User Agreement.
2. Support channels
Requests are accepted via official channels: the built-in MyIT help service in the personal cabinet (live chat and tickets) and e-mail hello@orax.uz. Tickets and correspondence are handled on the MyIT side.
Requests by phone, social networks or personal messengers are not considered official and may not be reviewed.
3. Processing times
Requests are processed in the order received. Response time is up to 48 business hours (except force majeure). Complex issues or those involving third parties may take longer; the User is notified in such cases.
4. Requirements for a request
A request must include identification (login/e-mail/service ID), a clear problem description, the domain name and file paths, and, if possible, screenshots/logs. Insufficient data may increase processing time.
5. Scope of support
Support handles issues of infrastructure stability, service availability and control-panel operation.
Standard support does not include: consulting on programming, script configuration, layout, design and SEO; help with third-party software; support for external domains and servers not hosted on my-it.uz. Such work may be offered as a separate paid service by agreement.
6. Changing account data
Changes to account and service data are made only via a request to the help service from the account where the service is registered. Sign-in is protected by MyIT single sign-on; the Operator may request identity confirmation if needed.
7. Communication rules
The User communicates with support staff respectfully and follows the recommendations given. The Operator may refuse requests that lack identification or use an abusive/improper tone. Conversations and correspondence may be retained for quality control.