Effective Date: 01/01/2020
This Support Policy outlines the scope, terms, and procedures for technical and customer support provided by Comet IT and Communication Ltd. (“Comet IT”) to our clients (“you”, “your”).
1. Support Channels
We offer multiple channels to assist our clients:
- Email Support: Reach us at info@cometitltd.com or info.cometit@gmail.com
- Phone Support: Call us at +8801714065644
- Help Center: Access FAQs, terms & conditions, support policy, and privacy information via our Help Center
2. Support Hours
Our standard support hours are:
- Monday to Friday: 9:00 AM – 6:00 PM (BST)
- Saturday: 10:00 AM – 2:00 PM (BST)
- Sunday: Closed
For clients with premium support agreements, 24/7 support is available as specified in the respective Service Level Agreement (SLA).
3. Scope of Support
Our support services encompass assistance with
- Technical Issues: Troubleshooting and resolving problems related to our services.
- Service Inquiries: Information about our offerings, including digital marketing, website development, software development, cybersecurity, Graphic design, and Media Buying.
- Account Management: Assistance with billing, account settings, and service modifications.
- Feedback and Complaints:Receiving and addressing client feedback to improve our services.
4. Response Times
We strive to respond to support requests within the following timeframes:
- Email Inquiries: Within 24 hours during business days.
- Phone Calls: Immediate response during support hours.
- Help Center Queries: Within 48 hours for complex issues.
Response times may vary based on the nature and complexity of the issue.
5. Service Level Agreements (SLAs)
For clients with SLAs, specific response and resolution times are defined in the agreement. These SLAs take precedence over the general response times stated above.
6. Support Limitations
Our support services do not cover:
- Third-Party Services: Issues arising from third-party applications or services not provided by Comet IT.
- Unauthorized Modifications: Problems resulting from unauthorized changes to our products or services.
- Hardware Issues: Physical hardware problems not related to our services. We may offer assistance or guidance for these issues at our discretion.
7. Client Responsibilities
To facilitate effective support, clients are expected to:
- Provide Accurate Information: Clearly describe issues and provide relevant details.
- Maintain Access: Ensure that our support team has the necessary access to systems or services for troubleshooting.
- Follow Guidelines: Adhere to our terms and conditions and any specific instructions provided by our support team.
8. Escalation Procedure
If an issue is not resolved satisfactorily, clients may escalate the matter by:
- Contacting Support Management: Request escalation through the initial support channel.
- Formal Complaint: Submit a formal complaint via email to info@cometitltd.com.
- Executive Review: If necessary, the matter will be reviewed by senior management for resolution.
9. Policy Updates
Comet IT reserves the right to modify this Support Policy at any time. Changes will be communicated through our website or direct communication channels. Continued use of our services constitutes acceptance of the updated policy.
