At Blue Verge Digital, we are dedicated to providing exceptional support to our clients. This Support Policy outlines the types of support we offer, our response times, and how you can reach us for assistance.
We provide technical support for all services we offer, including website development, software solutions, digital marketing platforms, and other digital services. Our technical support team is available to assist with troubleshooting, bug fixes, and general technical inquiries.
Our account support team is available to help with billing inquiries, account management, and service updates. Whether you need assistance with your subscription, payment issues, or updating your account details, we’re here to help.
For any other questions or concerns, our general support team is ready to assist. This includes inquiries about our services, partnership opportunities, or other business-related matters.
You can reach our support team via email at support@blueverge.co.uk We aim to respond to all email inquiries within 24 hours during business days.
For urgent issues, you can contact us by phone at [Your Phone Number]. Our phone support is available Monday through Friday, from 9:00 AM to 6:00 PM [Your Time Zone].
We offer live chat support on our website during business hours. Live chat is ideal for quick questions and immediate assistance.
Clients can submit a support ticket through our online portal at [Your Support Portal URL]. This system allows you to track the progress of your inquiry and receive updates directly to your email.
We strive to address all support requests in a timely manner. Below are our standard response times:
Critical Issues (e.g., website or service down): Response within 1 hour during business hours.
High Priority Issues (e.g., major functionality not working): Response within 4 hours during business hours.
General Issues (e.g., minor bugs, general inquiries): Response within 24 hours during business hours.
Billing Inquiries: Response within 48 hours during business hours.
Our support services are available Monday through Friday, from 9:00 AM to 6:00 PM [Your Time Zone]. We observe all major holidays, during which support may be limited. In case of an emergency, please use our critical issue support contact.
For clients with specific service agreements, we offer tailored SLAs that outline guaranteed response and resolution times. Please refer to your individual contract for details or contact your account manager.
If you feel your issue has not been resolved to your satisfaction, you can escalate the matter by requesting to speak with a support supervisor. We take all escalations seriously and aim to resolve issues quickly and effectively.
We value your feedback. After each support interaction, you may receive a survey to share your experience with us. Your feedback helps us improve our services and ensure we meet your expectations.
For any additional support needs, please contact us at:
[Your Address]
[City, State, ZIP Code]
Email: support@bluevergedigital.com
Phone: [Your Phone Number]
Support Portal: [Your Support Portal URL]