Support Policy Page

Support Policy for Songuyo.com

Effective date: 01-09-2023

At Songuyo.com, we are dedicated to providing excellent customer support to ensure a positive and satisfactory experience for all our users. This Support Policy outlines the level of assistance and services we offer to our customers. By using our website or engaging with our support channels, you agree to comply with the terms of this policy.

1. Support Channels:
   - Our primary support channels include email, live chat, and a dedicated support ticket system accessible through the website.
   - Support inquiries can be submitted to support@songuyo.com  or via the live chat feature during our designated support hours.

2. Support Hours:
   - Our standard support hours are 9:00a.m - 7:00p.m. During these hours, we aim to respond to support inquiries promptly.
   - Support requests received outside of our regular business hours will be addressed at the earliest opportunity on the next business day.

3. Support Scope:
   - We provide support related to our website's functionality, product inquiries, order status, and other general queries.
   - Support is offered in relation to the usage and navigation of the website but does not cover customer hardware, software, or internet-related issues.

4. Response Times:
   - We strive to respond to support inquiries within 9a.m - 7:00 p.m. depending on the complexity of the issue.
   - Response times may vary during peak periods, but we are committed to addressing all support requests as promptly as possible.

5. Support Exclusions:
   - Our support services do not extend to third-party products, services, or websites linked on Songuyo.com.
   - We are not responsible for issues arising from user errors, misuse of the website, or failure to comply with our Terms and Conditions.

6. Feedback and Improvement:
   - We welcome feedback on our support services and are continually seeking ways to improve our customer experience.
   - Your feedback helps us enhance our support processes and ensures we meet the needs of our valued customers.

7. Emergency Support:
   - For urgent matters that require immediate attention, please mark your inquiry as "Urgent" in the subject line or notify our support team via live chat.

8. Changes to Support Policy:
   - We may update this Support Policy from time to time. Any revisions will be posted on this page with an updated effective date. Please review this policy periodically.

If you have any questions or require support, please reach out to us at support@songuyo.com  during our designated support hours. We appreciate your trust in Songuyo.com and are committed to assisting you in any way we can. Thank you for being a valued customer!