Table of Contents
Support Policy
Last Updated: August 09, 2024
Introduction
Welcome to our Support Policy. This document outlines the support services we provide to our customers, including hours of operation, response times, and support channels. By using our services, you agree to the terms described in this policy.
Support Hours
Our customer support team is available during the following hours:
Monday to Friday: 9:00 AM - 6:00 PM (Eastern Time)
Saturday: 10:00 AM - 2:00 PM (Eastern Time)
Sunday: Closed
During holidays, support hours may be limited. Any changes to our regular support hours will be announced on our website.
Monday to Friday: 9:00 AM - 6:00 PM (Eastern Time)
Saturday: 10:00 AM - 2:00 PM (Eastern Time)
Sunday: Closed
During holidays, support hours may be limited. Any changes to our regular support hours will be announced on our website.
Support Channels
We offer support through the following channels:
Email Support
Email support is available at support@example.com. We aim to respond to all email inquiries within 24 hours during business days.
Live Chat
Live chat support is available on our website during regular support hours. Our agents can assist with general inquiries, account issues, and basic troubleshooting.
Phone Support
Phone support is available for Premium and Enterprise customers at +1-800-123-4567 during regular support hours.
Knowledge Base
Our self-service knowledge base is available 24/7 at help.example.com and includes tutorials, FAQs, and troubleshooting guides.
Priority Levels
Support requests are categorized based on their impact on your business operations:
Critical (P1)
System outage or severe degradation affecting all users or business-critical functions. Target initial response time: 1 hour during business hours.
High (P2)
Significant impact to business operations with no workaround available. Target initial response time: 4 hours during business hours.
Medium (P3)
Moderate impact with a workaround available. Target initial response time: 8 hours during business hours.
Low (P4)
General questions, feature requests, or minor issues that don't impact core functionality. Target initial response time: 24 hours during business hours.
Support Plans
We offer different support plans to meet varying customer needs:
Standard Support
Included with all subscriptions. Provides email support with 24-hour response time and access to our knowledge base.
Enterprise Support
Included with Enterprise subscriptions. Provides 24/7 support for critical issues, dedicated support manager, 1-hour response time for critical issues, and all available support channels.
Scope of Support
Our support team can assist with the following:
- Account management and billing issues
- Questions about product features and functionality
- Troubleshooting product-related issues
- Guidance on product best practices
The following are beyond the scope of our support services:
- Custom development or programming
- Training on third-party applications
- Hardware or network troubleshooting unrelated to our product
- Data recovery from user errors
- Account management and billing issues
- Questions about product features and functionality
- Troubleshooting product-related issues
- Guidance on product best practices
The following are beyond the scope of our support services:
- Custom development or programming
- Training on third-party applications
- Hardware or network troubleshooting unrelated to our product
- Data recovery from user errors
Language Support
Support is primarily provided in English. Limited support in Spanish and French may be available during regular business hours, but is not guaranteed.
Changes to This Policy
We may update our Support Policy from time to time. We will notify customers of any significant changes via email and by posting the new policy on our website. Changes will become effective 30 days after they are posted unless otherwise stated.
Contact Us
If you have any questions about this Support Policy, please contact us at support@example.com.