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webstewannabe

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:

  • High (Service outage, security breach): Initial response within 1 hour. Estimated resolution within 1 hour.
  • Medium (Performance issues, functionality errors): Initial response within 24 hours. Estimated resolution within 1 business day.
  • Low (General inquiries, feature requests): Initial response within 3 business days. Resolution 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.