CloudHost247 SMM Panel Reseller Tool Support Policy
1. Introduction CloudHost247 is committed to providing top-quality support for our Reseller Tool users. This Support Policy outlines the scope, channels, and expectations for support services. By using our support services, you agree to the terms of this policy.
2. Scope of Support Our support team assists with issues related to the CloudHost247 SMM Panel Reseller Tool, including but not limited to:
Account setup and onboarding
User interface guidance
Troubleshooting technical issues
Assistance with order placement and tracking
Addressing payment and billing inquiries
System performance and uptime monitoring
3. Support Channels Support is available through the following channels:
Live Chat: Available via the CloudHost247 website for real-time assistance.
Email Support: Reach us at support@cloudhost247.com. Our team responds within 24-48 hours.
Help Center: Access self-help guides, FAQs, and tutorials at our Knowledge Base.
4. Support Hours
Live Chat and Email Support: Available Monday to Friday, 9:00 AM to 6:00 PM (GMT).
Emergency Support: Available 24/7 for critical system issues, such as service outages or platform unavailability.
5. Response Times We strive to address support requests as quickly as possible. Our typical response times are as follows:
General Inquiries: Within 24-48 hours.
Critical Issues (System Downtime/Outages): Response within 1 hour, 24/7.
Non-Critical Technical Issues: Response within 24 hours.
6. Customer Responsibilities To ensure effective support, customers are expected to:
Provide detailed information about the issue, including screenshots and steps to reproduce.
Maintain updated contact information for timely communication.
Comply with our terms of service and provide accurate billing details.
7. Limitations of Support Our support team does not provide assistance with the following:
Third-party integrations, unless explicitly stated.
Custom development, coding, or scripting.
Issues caused by user misuse or violations of CloudHost247’s Terms of Service.
8. Service Level Agreement (SLA) While we aim to meet the response times mentioned in this policy, unforeseen circumstances (such as natural disasters or system-wide outages) may impact our ability to meet SLAs. In such cases, we will communicate updates through email and the system status page.
9. Escalation Process If you believe your issue requires escalation, you may request to have it reviewed by a senior support specialist. You can escalate your ticket by replying to the email thread with the subject line "Request for Escalation" or by notifying our support agent during a live chat session.
10. Policy Updates CloudHost247 reserves the right to modify this Support Policy at any time. Changes will be communicated via email or through our platform notifications.
11. Contact Information For further inquiries regarding this policy, please contact us at support@cloudhost247.com.
By using CloudHost247 SMM Panel Reseller Tool, you agree to adhere to this Support Policy. Our goal is to ensure your experience with our service is smooth, efficient, and effective.