Support Policy Page

Support and Customer Service Policy

We are committed to providing the highest level of support and customer service to ensure customer satisfaction and meet all their needs. This policy governs all aspects of support and services provided through our website.

1. Working Hours and Service Availability

• Working Hours: Our support team is available from [10:00 Am To 7:00 Pm] [Kuwait(GMT+3)], [7 days].

• After-Hours Requests: Requests submitted outside working hours will be recorded and addressed on the next business day.

2. Communication Channels

• Email Support: Reach us at [Service@ebrzon.com] with a commitment to respond within [24 hours].

• Live Chat: Available on the website during working hours.

• Phone Support: Contact us via [00965-22089088] for immediate assistance.

• Help Center: A comprehensive guide with FAQs and tools is available at [].

3. Scope of Service

Our services include:

• Resolving technical issues related to website use.

• Assisting with processes such as bookings, payments, or data updates.

• Providing guidance and consultations on using the website for the best experience.

• Addressing customer complaints quickly and efficiently.

4. Support Limitations

Our support does not cover:

• Issues caused by third-party software or hardware.

• Customizations beyond the basic features of the website.

• Consultations or solutions unrelated to the website’s services.

5. Response Times

• General Inquiries: Responded to within [24 hours].

• Critical Issues: Addressed within [4 hours].

• Escalations: Complex cases will be escalated to the relevant department, and customers will be notified of updates.

6. Customer Satisfaction and Feedback

• We are committed to achieving 100% customer satisfaction.

• Customers can share their feedback on the quality of service via [].

• All suggestions and complaints are carefully reviewed to continually improve our services.

7. Complaint Handling Process

1.Receiving Complaints: Complaints can be submitted via email or live chat.

2.Evaluating the Issue: The support team will evaluate the complaint within [3 hours].

3.Resolution: A suitable solution will be provided promptly based on the nature of the issue.

8. Customer Obligations

• Provide accurate information when communicating with the support team to facilitate the resolution process.

• Adhere to the general terms and conditions of the website.

9. Support Policy Updates

• This support policy is updated periodically to meet customer needs and business requirements.

• Customers will be notified of any significant changes via email or website notifications.

10. Emergency Support

In cases of emergencies (e.g., website downtime or critical service failures):

• Please contact us immediately at [00965-22089088].

• We are committed to resolving critical issues within [6 hours].

For inquiries or support, feel free to contact us through any of the available channels. We are here to assist you!