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Customer Support Analysis

EFFECTIVE DATE: Oct 30, 2024

At Ooulet, we are committed to providing exceptional customer service to ensure a smooth experience for all users of our platform. This Customer Support Policy outlines how we handle customer support, response times, communication channels, and dispute resolution.
  1. Support Availability
    1. Ooulet’s customer support team is available to assist you with any issues or inquiries regarding the platform and its services. Our standard support hours are:
      1. Monday to Saturday: 10:00 AM – 6:00 PM India Standard Time (IST)
      2. Weekends and Public Holidays: Limited support available via email.
  2. Contacting Customer Support
    1. You can reach our customer support team through the following channels:
      1. Email: support@ooulet.com.
      2. Live Chat: Available on our website or app during business hours
      3. Phone: Our support line is available for urgent matters, and the contact details are provided within the app.
    2. We recommend using email or chat for faster resolutions during busy periods.
  3. Response Times
    1. We strive to respond to all support inquiries as promptly as possible. Our standard response times are as follows:
      1. Email Support: Within 24 hours for general inquiries.
      2. Live Chat Support: Immediate response during business hours.
      3. Phone Support: Instant assistance during business hours
    2. For critical issues, such as service outages or payment problems, we prioritize your request and aim to provide resolutions within 2-4 hours
  4. Support for Technical Issues
    1. Our customer support team is equipped to handle technical issues related to:
      1. Account setup and registration.
      2. Payment and payout problems.
      3. Troubleshooting errors within the app.
      4. Product listing and store management.
      5. Integrations with third-party services
    2. For complex technical issues requiring deeper investigation, we may escalate the issue to our technical support team, which can take 1-3 business days depending on the complexity.
  5. Self-Help Resources
    1. To ensure quick resolutions, we provide the following self-help resources within the app:
      1. Help Center:
        1. A comprehensive collection of articles, guides, and FAQs to help you navigate the platform
      2. Tutorials and Videos:
        1. Step-by-step videos for common tasks such as creating collections, products, setting up payment methods, and customizing your store.
  6. Escalation Process
    1. If you are dissatised with the initial resolution provided by our customer support team, you can request to escalate the issue. The escalation process involves the following steps:
      1. First Escalation:
        1. Senior support staff reviews the case and provides further assistance.
      2. Second Escalation:
        1. If the issue remains unresolved, it will be forwarded to the relevant department or technical team for in-depth review.
      3. Final Resolution:
        1. In the event that your issue cannot be resolved through regular channels, it may be referred to upper management for final arbitration.
      We are committed to keeping you informed throughout the escalation process with regular updates.
  7. Refund and Cancellation Inquiries
    1. If you have questions regarding refunds or cancellation of services, please refer to our Refund Policy and Cancellation Policy available within the app and website. Our support team can assist you with initiating refund requests or cancellation procedures if you meet the criteria outlined in those policies.
  8. Feedback and Suggestions
    1. Ooulet values customer feedback to improve our services. If you have suggestions or comments on how we can enhance our platform or services, feel free to reach out via email at support@ooulet.com. Your feedback will be reviewed by the appropriate team, and while we cannot guarantee every suggestion will be implemented, we will carefully consider each one.
  9. Privacy and Data Protection
    1. Your privacy is important to us. Please refer to our Privacy Policy for details on how your personal data is handled when interacting with our support team. Any information shared during support interactions will be kept condential and used solely for resolving your issues.
  10. Support for Startup and Enterprise Users
    1. For Startup and Enterprise account holders, we offer additional support services such as:
      1. Priority Support:
        1. Expedited responses for critical issues.
      2. Dedicated Account Managers:
        1. For large businesses or premium users, you may have access to a dedicated account manager to assist with specific queries or custom requirements.
    2. Details of these services can be found in your subscription plan or by contacting customer support.
  11. Code of Conduct
    1. While we are dedicated to providing friendly and helpful support, we expect users to interact with our team in a respectful manner. Abuse, threats, or inappropriate behavior towards our staff will not be tolerated and may result in termination of support services or suspension of your account.
  12. Updates to Customer Support Policy
    1. Ooulet reserves the right to modify or update this Customer Support Policy at any time. If any signicant changes are made, we will notify users via email or through the app. Continued use of our platform following such changes indicates your acceptance of the updated policy.
    2. For further questions or to contact support, please email us at support@ooulet.com or use our in-app live chat feature.
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