Support Center
Welcome to the Xavorian Support Center. We are dedicated to ensuring a secure, transparent, and hassle-free real estate experience in Nigeria. Whether you are a buyer, tenant, agent, or developer, our technical and legal teams are ready to assist you.
1. How to Open a Support Ticket
To ensure all issues are tracked and resolved efficiently, we offer multiple support channels:
- Support Portal (Recommended): Log in to your account and navigate to the "Help Center" or "Support Tickets" tab. Click "New Ticket" to submit a structured request.
- Email Support: Send a detailed message to support@xavorian.com. Please include your registered email address, transaction ID (if applicable), and clear screenshots of the issue.
- Live Chat: Tap the chat bubble in the bottom right corner of your dashboard to connect with a live support agent during business hours (8:00 AM – 6:00 PM WAT, Monday to Saturday).
- Escrow Dispute Hotline: For critical escrow payment issues, call our dedicated line at +234 (0) 800-XAVORIAN (active for urgent transaction issues).
2. Priority Levels & SLA Response Times
We categorize all incoming support tickets into four severity levels to ensure critical security and financial concerns are addressed immediately:
| Priority Level | Description / Example | Target Response Time (SLA) |
|---|---|---|
| Critical | Active escrow payment disputes, double-debiting, security breaches, or platform-wide outages. | 1 to 2 Hours (24/7 Support) |
| High | Account lockout, failed KYC verification appeals, or listing publication failures on premium tiers. | 2 to 4 Hours (8:00 AM - 6:00 PM WAT) |
| Medium | Property description edits, non-critical bugs, mapping problems, or billing questions. | 4 to 12 Hours |
| Low | General feedback, feature requests, partnership inquiries, and basic usage questions. | 24 to 48 Hours |
3. Legal Resolution & Arbitration Guidelines
To guarantee complete safety, Xavorian operates a structured arbitration and legal resolution process for any transaction dispute involving our Escrow system:
Initiating a Dispute
If a buyer or tenant discovers that a property's physical state deviates severely from the listing description, is burdened by undisclosed liens, has conflicting title ownership, or is otherwise legally compromised, they must raise a formal dispute on the Xavorian platform before the escrow holding period expires. This action instantly freezes the funds.
Required Documentation
Both parties must submit standard evidentiary documents within 7 calendar days of the dispute being logged. Required files include:
- A copy of the written Contract of Sale or Draft Lease Agreement.
- Photographic or high-definition video proof of the property condition as of the inspection date.
- Certified True Copy (CTC) of Land Registry searches showing the ownership status or encumbrances.
- All official communications (chats, messages, letters) conducted via Xavorian or approved business channels.
Arbitration and Final Decision
The Xavorian Legal and Dispute Panel, consisting of qualified real estate attorneys and professional surveyors, will review the submissions. If fraud, material misrepresentation, or legal defects are found, the Panel will order a full refund of the escrowed funds to the buyer (minus payment gateway merchant fees). If the buyer fails to provide evidence, or the property is verified to match the terms, the Panel will authorize the release of funds to the seller. The Panel's platform determination serves as binding mediation under the terms of service.