Last Updated: 2/19/2026

Support Policies

Support Hours & Coverage

Business Hours

Standard Support:

• Monday - Friday: [Hours] [Timezone]
• Saturday - Sunday: [Hours or “Closed”]

Premium/Enterprise Support:

• 24/7 coverage for critical issues
• [Additional details]

Response Time SLAs

Customer Communication Policies

Professional Communication Standards

• Always be respectful and professional
• Use proper grammar and spelling
• Personalize responses (avoid sounding robotic)
• Maintain a helpful, positive tone
• Never argue with customers

Privacy & Confidentiality

• Never share customer data with unauthorized parties
• Verify identity before discussing account details
• Use secure channels for sensitive information
• Follow GDPR/data protection regulations
• Document all data access in tickets

Multi-Channel Support

• Email: Primary support channel
• Live Chat: For quick questions during business hours
• Phone: By appointment or for escalated issues
• Social Media: Monitor and respond to public inquiries

Refund & Compensation Policy

Refund Eligibility

[Define your refund policy, e.g.:]

• Within [X] days of purchase
• Service outage exceeding [X] hours
• Billing errors
• Feature not as described

Processing Refunds

1. Verify refund eligibility
2. Get customer confirmation
3. Escalate to billing team
4. Process within [X] business days
5. Confirm with customer

Service Credits

When appropriate, offer service credits for:

• Extended downtime
• Service degradation
• Our error or mistake
• Goodwill gesture

Approval Required: Manager approval for credits over $[amount]

Account Management Policies

Account Access

• Only access accounts with customer permission
• Document reason for access in ticket
• Never make changes without authorization
• Report suspicious account activity

Password Resets

• Verify customer identity
• Use automated reset system when possible
• Never ask for or share passwords
• Document all manual resets

Account Cancellation

• Confirm customer intent
• Explain data retention policy
• Offer alternatives if appropriate
• Process within [X] business days
• Send confirmation email

Data Requests

• Customers can request their data
• Process within [X] days (per GDPR)
• Provide data in readable format
• Document all data exports

Escalation Policies

When to Escalate

• Unable to resolve within [X] attempts
• Technical issue beyond support scope
• Customer requests management
• Legal or security concerns
• Billing disputes over $[amount]

Escalation Process

1. Document thoroughly
2. Choose appropriate escalation level
3. Inform customer of escalation
4. Follow up regularly
5. See through to resolution

See Escalation Procedures for detailed process.

Quality Assurance

Ticket Review

• Random tickets reviewed weekly
• Feedback provided constructively
• Used for training and improvement
• Not punitive, but educational

Performance Metrics

Tracked metrics include:

• Response time
• Resolution time
• Customer satisfaction (CSAT)
• First contact resolution rate
• Ticket volume handled

Continuous Improvement

• Regular team training sessions
• Knowledge base updates
• Process refinement
• Tool optimization

Prohibited Actions

Never:

• Share customer data inappropriately
• Make unauthorized account changes
• Promise features or timelines not confirmed
• Blame customers for issues
• Engage in arguments
• Ignore or ghost customers
• Delete customer data without authorization
• Use customer accounts for testing

Violations

• Report to manager immediately
• May result in disciplinary action
• Serious violations may lead to termination

Holiday & Emergency Procedures

Holiday Coverage

• Reduced staff during holidays
• Set auto-responder with expectations
• Emergency contact available
• See holiday schedule: [Link]

Emergency Situations

• System outages: Follow incident response plan
• Security breaches: Escalate immediately to security team
• Natural disasters: Follow business continuity plan
• Personal emergencies: Notify manager and team

Compliance & Legal

Regulatory Compliance

• GDPR (EU customers)
• CCPA (California customers)
• [Other relevant regulations]

Legal Requests

• Do not respond directly to legal requests
• Escalate immediately to legal team
• Document all details
• Do not delete or modify any data

Terms of Service

• Familiarize yourself with company ToS
• Direct customers to ToS when appropriate
• Cannot make exceptions without authorization

Questions about policies? Contact your team lead or manager.
Last Updated: [Date]