- Clients can reach our support team via email at support@[yourcompany].com and through phone during business hours (9 AM - 5 PM, Monday to Friday, Asia Standard Time).
- Live chat support is available on our website during business hours.
2. Response Time
- We strive to respond to all inquiries within 24 hours. For urgent issues, responses will be provided within 4 hours during business hours.
3. Issue Resolution Time
- The resolution time for technical issues is typically within 48 hours.
- Billing-related inquiries will be resolved within 72 hours.
4. Support Scope
- Support covers technical issues related to our PPC platform and assistance with billing questions.
- Services not covered include third-party integration issues and website-related problems not directly related to our platform.
5. Service Level Agreements (SLAs)
- Our SLAs guarantee 99.9% platform uptime.
- Campaigns are launched within 24 hours of submission.
6. Communication Protocols
- Regular status updates will be provided via email for ongoing technical issues.
- Urgent issues will be communicated promptly through phone or live chat.
7. User Responsibilities
- Clients are responsible for providing detailed information when reporting issues, including account details, error messages, and screenshots if applicable.
8. Documentation and Knowledge Base
- Clients are encouraged to explore our knowledge base for self-help resources and FAQs.
9. Feedback Mechanism
- Clients can provide feedback on support experiences through a satisfaction survey sent after each resolved issue.
- Feedback will be used to improve our support services continually.
10. Confidentiality and Security
- Client data is handled securely and confidentially, following industry-standard security protocols.
- Regular security audits are conducted to ensure the integrity of our systems.
11. Terms of Service and Agreement
- All support policies align with the terms of service agreed upon during account registration.
- Any conflicts or discrepancies will be resolved in accordance with the terms of service.
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