1. Introduction
This Support Policy outlines the terms and guidelines for customer support provided by Zuyyu Inc. ("Company," "we," "our," or "us") for our software, including our applications, apps, and platform (collectively, "Services"). By using our Services, you agree to adhere to this policy.
2. Support Channels
We offer customer support through the following channels:
2.1 Email Support
You can contact our team via email at sales@zuyyu.com. We aim to respond to your inquiries and support requests within 24 hrs. during our standard support hours.
2.2 Live Chat Support
We provide live chat support during our standard support hours. You can access the live chat feature through our website or application.
2.3 Phone Support
We are pleased to offer phone support for your convenience. You can reach our support team by calling +1 (434) 577-8899 during our standard support hours. Phone support is suitable for more immediate assistance and direct communication with our team.
2.4 Knowledge Base
We maintain a Knowledge Base that contains articles, guides, and frequently asked questions (FAQs) to assist you in finding solutions to common issues and utilizing our Services effectively.
3. Support Hours
Our standard support hours are 09:30 AM to 09:30 PM. During these hours, you can expect a prompt response to your inquiries. Requests received outside of standard support hours will be addressed at the beginning of the next business day.
4. Types of Support Requests
We offer support for the following types of requests:
4.1 Technical Support
If you encounter technical issues or need assistance with the setup, configuration, or use of our Services, our technical support team is available to help.
4.2 Account and Billing Support
For questions or concerns related to your account, subscription, or billing, our support team can provide guidance and assistance.
4.3 General Inquiries
You are welcome to reach out for general inquiries about our Services, including information on features, pricing, and availability.
5. Response Times
Our goal is to respond to your support requests as promptly as possible. Response times may vary depending on the complexity of the issue and the support channel used. While we aim to respond within 1 - 2 business days, certain requests may require additional time for resolution. We will keep you informed of the progress of your request.
6. Escalation Procedure
If you are not satisfied with the resolution provided by our initial response, you may request escalation. We will review your request and provide further assistance as necessary.
7. Exclusions
Our support policy does not cover the following:
Issues caused by third-party software or services not provided by Zuyyu Inc.
Support for hardware-related problems.
8. Contact Us
If you have any questions or concerns regarding our Support Policy, please contact us at sales@zuyyu.com.