Customer Support Policy
1. Introduction
At Website Wannabe, we are committed to providing exceptional customer support to ensure the best experience for our clients. This policy outlines the standards, channels, and response times for our customer support services.
2. Support Channels
Customers can reach our support team through the following channels:
- Email: support@websitewannabe.com Response time: within 72 business hours
- Phone: 267-500-2928
- Live Chat: Available on our website at support.websitewannabe.com Operating hours: M-F 9 AM – 5 PM EST
- Support Portal: Submit and track support tickets
3. Support Availability
- Standard Support: Monday – Friday, 9 AM – 5 PM, EST
- Emergency Support: Available 24/7 for critical issues affecting service functionality. Call us at 267-500-2928
4. Response & Resolution Times
We aim to address all customer inquiries promptly based on the following priority levels:
| Priority Level | Issue Type | Initial Response Time | Estimated Resolution Time |
|---|---|---|---|
| High | Service outage, security breach | Within 1 hour | Within 1 hour |
| Medium | Performance issues, functionality errors | Within 24 hours | Within 1 business day |
| Low | General inquiries, feature requests | Within 3 business days | Based on assessment |
If you have a SLA or a monthly subscription that offers response times that are different than what is stated above, please defer to your agreement for proper response time.
5. Customer Responsibilities
To help us resolve issues efficiently, customers should:
- Provide detailed descriptions of the issue.
- Include relevant screenshots or error messages.
- Follow any troubleshooting steps suggested by our support team.
6. Escalation Process
If an issue is not resolved satisfactorily, customers may request escalation by:
- Replying to the support ticket and requesting a review by a supervisor.
- Contacting help desk at 267-500-2928 for urgent matters.
7. Feedback & Improvements
We value customer feedback to enhance our support services. Customers can submit feedback via email at support@websitewannabe.com
8. Policy Updates
We may update this policy periodically to improve our services. Any changes will be communicated via our website and customer notifications. For any questions regarding this policy, please contact us at support@websitewannabe.com.
