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Training and Support Policy

Last Updated : Oct 2025

Introduction
This Training and Support Policy ("Policy") outlines the terms and conditions for training and support services provided by Web Temple ("We," "Us," "Our") to our customers ("You," "Your"). By engaging us for training and support, you agree to the terms in this Policy.

  1. Scope of Services

    1. Training Services:

      • Customized training sessions on the use of our products and services, including Larvee application products, hosting platforms, and web solutions.

      • Delivery methods may include on-site, online, or hybrid sessions as agreed upon.

    2. Support Services:

      • Technical support for troubleshooting issues related to our products and services.

      • Assistance with account setup, configuration, and basic usage.

    3. Exclusions:

      • In-depth technical training beyond the agreed scope.

      • Troubleshooting or support for third-party software or tools not provided by us.

      • Development or customization requests during training or support sessions.

  2. Availability

    1. Training Schedule:

      • Training sessions will be scheduled based on mutual agreement and availability of both parties.

      • Any rescheduling requests must be made at least 5 business days in advance.

    2. Support Hours:

      • Support is available during business hours: 9:00 AM – 6:00 PM, Monday to Friday, excluding public holidays in Kuala Lumpur, Malaysia and Singapore.

      • Emergency support for critical issues is available 24/7.

    3. Response Times:

      • Initial response to support requests will be provided within:

        • 4 hours for critical issues.

        • 8 hours for non-critical issues.

  3. Customer Responsibilities

    1. Preparation for Training:

      • Ensure all participants have access to necessary devices, software, and accounts before training sessions.

      • Provide us with specific training objectives and requirements in advance.

    2. Accurate Information:

      • Supply clear and detailed information when submitting support requests, including screenshots or error logs if applicable.

    3. Authorized Personnel:

      • Only authorized personnel should attend training sessions or request support on behalf of your organization.

  4. Fees and Payment

    1. Training Fees:

      • Fees for training sessions will be outlined in the proposal or agreement.

    2. Support Fees:

      • Basic support is included with active subscriptions for our services.

      • Advanced or extended support may incur additional charges.

    3. Payment Terms:

      • Invoices are due immediately once generated and sent to the customer. As long as the payment is made prior to the expiry date, you remain in good standing.

  5. Limitations of Liability

    1. Training Outcomes:

      • We do not guarantee specific outcomes or results from training sessions.

    2. Support Limitations:

      • We are not responsible for resolving issues caused by third-party software, hardware failures, or user errors.

    3. Liability Cap:

      • Our total liability is limited to the amount paid for the specific training or support service in question.

  6. Amendments

    1. Policy Updates:

      • This Policy may be updated at our sole discretion to address new security threats, compliance requirements, or operational changes. Customers are advised to review this Policy on our website periodically to stay informed of any changes.

      • While not obligated, we may provide notifications of significant updates as a gesture of goodwill. However, any missed notifications will not excuse non-compliance with the updated Policy.

Contact Us
For questions or concerns about this Training and Support Policy, contact us at:

Acknowledgment
By engaging us for training and support services, you acknowledge that you have read, understood, and agree to this Training and Support Policy.