Support Policy Page

Support Policy

At iSmart Lebanon, we are committed to delivering seamless customer service and professional technical support. Because we operate both a direct tech marketplace and a multi-vendor platform, this Support Policy outlines how we assist buyers with hardware purchases, establish boundaries for technical troubleshooting, and guide third-party sellers through system resolutions.

1. Scope of Technical Support

Our technical support division specializes in high-level networking, smart home automation, and electronic hardware ecosystems.

A. What We Cover

We offer configuration advice, initial setup assistance, and basic hardware integration support for products purchased directly from our platform, specifically covering:

 Smart Home Systems: Initial provisioning and network pairing for Tuya, Zigbee, and other hardware.

Networking Infrastructure: Basic hardware checks and diagnostic support for network switches, optical equipment, and fiber routers.

 Security Infrastructure: Initial setup guidance and connectivity verification for Dahua, Imou, Hikvision, Tuya and related ONVIF surveillance hardware.

B. Out-of-Scope Technical Support

To maintain operational efficiency, our desk does not cover advanced configuration services under standard support licenses:

Custom scripting, tailored network automation, API integrations, or extensive custom container configurations on specialized hardware.

Physical installation, wall mounting, or on-site wiring of smart locks, surveillance arrays, or fiber backbones (unless premium installation services are explicitly purchased).

Troubleshooting third-party software or configurations not provided by our suppliers.

2. Support Channels and Operating Hours

For efficient ticket routing and tracking, please connect with our support agents through our authorized channels:

 Platform Live Chat & Support Tickets: Accessible directly via your Buyer Dashboard or Seller Panel.

 Dedicated Support Email: support@ismartlb.com

 Technical Support Hotline & WhatsApp:+961 71 024 542

? Availability

Our support infrastructure operates on the following schedule:

 Monday through Saturday: 10:00 AM – 6:00 PM (Beirut Time)

 Sundays & Public Holidays: Closed. Essential monitoring is maintained for server infrastructure and Seller Panel API endpoints.

3. Service Level Agreements (SLA) & Response Times

We prioritize incoming inquiries based on urgency and account types. Our standard target response times are:

| Ticket Priority | Definition | Target First Response |

|---|---|---|

| Critical Issues | Platform-wide outages, merchant checkout failures, or transactional errors. | Within 2 Hours |

| Standard Orders | Buyer delivery tracking requests, USD/LBP currency processing issues, or account access errors. | Within 12–24 Business Hours |

|Technical Help| Troubleshooting pairing problems, firmware updates, or device configurations. | Within 24–48 Business Hours |

|Seller Dashboard| Vendor catalog approvals, API synchronization help, or payout inquiries. | Within 24 Business Hours |

4. Multi-Vendor Support and Dispute Resolution

Because iSmart Lebanon hosts third-party merchants, specific communication protocols apply to orders fulfilled by independent sellers:

First-Line Vendor Routing: For queries regarding shipping times, localized delivery coordination, or exact model variations on third-party listings, buyers should message the merchant directly through the specialized Seller Panel chat utility.

Marketplace Escalate Function: If a third-party seller fails to respond within 48 business hours, or if a dispute arises regarding a Dead on Arrival (DOA) hardware assessment, buyers may escalate the ticket to iSmart Lebanon Management.

Administrative Oversight: Our compliance division serves as the final authority in assessing returns, inspecting technical hardware conditions, and routing USD/LBP financial adjustments back to the respective payment accounts.

5. Contact & Escalations

If a standard technical support inquiry requires a higher management review, please contact our administrative desk:

 Corporate Email: info@ismartlb.com

 Corporate Phone: +961 71 024 542

 Administrative Hub: Beirut, Lebanon