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1. Support Overview

At Marketing Riot, we are committed to providing exceptional support to all our clients. This Support Policy outlines the types of support we provide, response times, and how to access our support services.

2. Support Channels

2.1 Primary Support Channels

• Email Support: [email protected]
• Phone Support: +1 (555) 123-4567
• Live Chat: Available on our website during business hours
• Support Portal: https://marketingriot.com/support

2.2 Business Hours

• Monday - Friday: 9:00 AM - 6:00 PM EST
• Saturday: 10:00 AM - 4:00 PM EST
• Sunday: Closed
• Holidays: Limited support available

3. Support Tiers

3.1 Basic Support (Included with all services)

• Email support with 24-48 hour response time
• Access to knowledge base and documentation
• Basic troubleshooting assistance
• Account management support

3.2 Priority Support (Premium clients)

• Email support with 4-8 hour response time
• Phone support during business hours
• Dedicated account manager
• Priority ticket handling

3.3 Enterprise Support (Enterprise clients)

• 24/7 phone and email support
• Dedicated support team
• Custom SLA agreements
• On-site support (when applicable)

4. Response Time Commitments

5. What We Support

5.1 Technical Support

• Account setup and configuration
• Platform integration issues
• Performance optimization
• Bug reports and fixes
• Data migration assistance

5.2 Service Support

Campaign management questions Strategy consultation Reporting and analytics support Best practices guidance Training and onboarding

6. What We Don't Support

• Third-party software not provided by Marketing Riot
• Custom development outside of our service scope
• Issues caused by client-side modifications
• Support for discontinued services
• Legal or compliance advice

7. Support Request Process

7.1 How to Submit a Request

1. Choose your preferred support channel
2. Provide detailed description of the issue
3. Include relevant account information
4. Attach any supporting documentation
5. Specify the priority level

7.2 Information to Include

• Account name or ID
• Detailed description of the issue
• Steps to reproduce the problem
• Expected vs. actual behavior
• Screenshots or error messages
• Browser and device information

8. Escalation Process

If you're not satisfied with the initial response or resolution, you can escalate your support request:

1. Level 1: Initial support response
2. Level 2: Senior support specialist
3. Level 3: Technical team lead
4. Level 4: Management escalation

9. Service Level Agreements (SLA)

10. Feedback and Improvement

We continuously strive to improve our support services. We welcome feedback on:

• Response times
• Quality of support
• Support channel availability
• Documentation quality
• Overall satisfaction

11. Policy Updates

This Support Policy may be updated from time to time. We will notify clients of significant changes via email or through our support portal. The most current version will always be available on our website.

Last Updated: December 2024

Effective Date: January 1, 2025