At TheRakib.com, we are committed to providing exceptional support to ensure your satisfaction with our services. Our Support Policy outlines the terms and conditions under which we offer support to our valued clients. Please read this policy carefully to understand how we provide support and how you can get the most out of our services.
### 1. **Scope of Support**
Our support services cover the following areas:
– IT Consultancy and Project Management
– SEO and Digital Marketing
– Website Design and Development
– Technical Support and Hosting Management
– Content Creation and Management
– Local SEO and Google My Business Optimization
### 2. **Support Channels**
We offer support through the following channels:
– **Email Support**: Reach out to us at support@therakib.com for any inquiries or issues. Our team will respond within 24 hours.
– **Live Chat**: Available on our website during business hours (Monday to Friday, 9 AM – 6 PM PST).
– **Phone Support**: Call us at (818) 482-3605 during business hours for immediate assistance.
– **Support Tickets**: Submit a support ticket through our website for detailed and technical issues.
### 3. **Response Time**
Our response times are as follows:
– **Critical Issues**: Issues that cause significant disruption to your services will be addressed within 2 hours.
– **High Priority**: Issues that affect the functionality of your services will be addressed within 4 hours.
– **Medium Priority**: General inquiries and non-critical issues will be addressed within 24 hours.
– **Low Priority**: Minor issues and requests will be addressed within 48 hours.
### 4. **Support Availability**
Our support team is available:
– **Monday to Friday**: 9 AM – 6 PM PST
– **Weekends and Public Holidays**: Limited support for critical issues only
### 5. **Support Process**
1. **Initial Contact**: Contact us via email, live chat, phone, or support ticket with a detailed description of your issue or inquiry.
2. **Issue Logging**: We will log your issue and assign it a priority level based on its impact on your services.
3. **Issue Resolution**: Our support team will work diligently to resolve your issue within the specified response time.
4. **Follow-Up**: We will follow up with you to ensure your issue is fully resolved and you are satisfied with our support.
### 6. **Client Responsibilities**
To ensure efficient support, we ask our clients to:
– Provide detailed and accurate information about the issue or inquiry.
– Respond promptly to our requests for additional information or clarification.
– Follow our recommended steps and guidelines for resolving the issue.
### 7. **Limitations of Support**
Our support services do not cover:
– Third-party software or services not provided by TheRakib.com.
– Issues caused by unauthorized modifications or misuse of our services.
– On-site support or in-person consultations unless specifically agreed upon.
### 8. **Service Level Agreement (SLA)**
Our SLA guarantees that we will meet the response times and support processes outlined in this policy. If we fail to meet these standards, we will work with you to provide an appropriate resolution, including potential service credits or other compensations as deemed necessary.
### 9. **Feedback and Complaints**
We value your feedback and strive to continuously improve our support services. If you have any feedback or complaints about our support, please contact us at feedback@therakib.com.
### 10. **Policy Updates**
We reserve the right to update this Support Policy as needed. Any changes will be communicated to our clients via email and updated on our website.
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For any questions or further information about our Support Policy, please contact us at support@therakib.com. Thank you for choosing TheRakib.com for your IT and digital service needs. We are here to support you every step of the way!
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