Support Policy Page

BudgetBuddy Support Policy

1. Purpose and Scope

The purpose of this support policy is to ensure timely and effective assistance for all customers of BudgetBuddy. This policy applies to all customers seeking support services related to our ecommerce platform.

2. Definitions

Support Request: Any inquiry or issue submitted by a customer requiring assistance.

SLA: Service Level Agreement, defining expected response and resolution times.

3. Support Channels

Email: help@budgetbuddy.top (Response time: within 2 business days)

WhatsApp: +91 7356252535 (Response time: within 2 hours during business hours, up to 1 day outside business hours)


4. Response Times

Email: Initial response within 2 business days.

WhatsApp: Initial response within 2 hours during business hours (9 AM - 6 PM IST), up to 1 day outside business hours.


5. Support Process

Submission: Support requests can be submitted via email at help@budgetbuddy.top or via WhatsApp at +91 7356252535.

Tracking: Users will receive a confirmation message with a ticket number to track their request status.

Escalation: Unresolved issues will be escalated to a senior support agent if not addressed within the expected response time.


6. Roles and Responsibilities

Support Team: Responsible for providing timely and effective support through email and WhatsApp.

Customers: Responsible for providing accurate information and following support guidelines to ensure efficient resolution of issues.


7. Prioritization and Severity Levels

Urgent: Issues preventing purchase completion or causing significant disruption (e.g., payment processing failures, website outages).

High: Major functionality issues affecting multiple users (e.g., product listing errors, account access issues).

Medium: Minor functionality issues or general inquiries (e.g., product information, order status).

Low: General inquiries or feature requests (e.g., feedback, suggestions).


8. Support Boundaries

Inclusions: Assistance with BudgetBuddy website navigation, order processing, payment issues, account management, and product inquiries.

Exclusions: Issues with third-party products, services, or software not related to BudgetBuddy.


9. Resolution and Closure

Resolution: An issue is considered resolved when the customer confirms the solution or if there is no response from the customer within 3 days after the resolution is communicated.

Closure: Tickets will be closed after confirmation of resolution or after 7 days of inactivity.


10. Feedback and Continuous Improvement

Feedback: Customers can provide feedback through an online survey form available on our website.

Improvement: Feedback will be reviewed monthly to identify areas for improvement in our support services.


11. Legal and Compliance

Confidentiality: Customer data and interactions will be protected in accordance with our privacy policy.

Compliance: This policy complies with relevant laws and regulations, including GDPR and CCPA.


12. Training and Documentation

Training: Regular training sessions will be conducted for support staff to ensure they are equipped to handle customer inquiries effectively.

Documentation: Support documentation is available on our website to help customers resolve common issues independently.


13. Review and Updates

Review: This support policy will be reviewed quarterly to ensure it remains effective and up-to-date.

Version Control: Current version 1.0, effective from 16/06/20244.

This support policy aims to provide clear guidelines and expectations for both our support team and customers, ensuring a smooth and efficient support experience on BudgetBuddy.

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