1. Introduction
At Cyber Heroes, we are dedicated to providing top-notch support to our users. This Support Policy outlines the support services we offer, how you can access them, and what you can expect from our support team. If you have any questions about this policy, please contact us at support@cyberheroes.co.uk.
2. Support Services
Our support services are designed to help you resolve any issues or questions you may have regarding our products and services. We offer support through the following channels:
- Email Support: Available at support@cyberheroes.co.uk.
- Phone Support: Available at +44747194520, Monday to Friday, 9 AM to 5 PM (GMT).
- We can provide support out of these core hours but please expect there to occasionally to be some delay.
3. Scope of Support
Our support team is here to assist you with:
- Product Information: Guidance on using our products and services.
- Technical Issues: Troubleshooting and resolving technical problems.
- Account Management: Assistance with account setup, billing, and subscription management.
- Bug Reporting: Receiving and addressing reports of software bugs or issues.
4. Support Request Response Times
We aim to respond to all support requests within the following time frames:
- Email Support: Within 24 hours on business days.
- Phone Support: Immediate response during business hours.
Please note that response times may vary during peak times or due to the complexity of the issue.
5. Support Availability
Our support services are available during the following hours:
- Business Hours: Monday to Friday, 9 AM to 5 PM (GMT).
- Holidays: Support services may be limited or unavailable on public holidays. Notices will be posted on our website in advance.
6. User Responsibilities
To help us provide you with the best possible support, we ask that you:
- Provide Detailed Information: Include all relevant details in your support request, such as product version, error messages, and steps to reproduce the issue.
- Follow Instructions: Follow any troubleshooting steps or instructions provided by our support team.
- Maintain Communication: Respond promptly to our inquiries to facilitate a quicker resolution.
7. Limitations of Support
While we strive to assist with all issues, there are certain limitations to our support services:
- Third-Party Products: We may provide limited support for issues related to third-party products or services.
- Custom Modifications: Support for custom modifications or third-party integrations may be limited.
- Outdated Software: Support for outdated versions of our software may be limited. We recommend keeping your software up to date.
8. Feedback and Improvement
We value your feedback and are constantly working to improve our support services. If you have any suggestions or feedback, please contact us at feedback@cyberheroes.co.uk.
9. Changes to This Support Policy
We may update this support policy from time to time to reflect changes in our services or for other operational, legal, or regulatory reasons. We will notify you of any significant changes by posting the new policy on our website and updating the effective date.
10. Contact Us
If you have any questions or need further assistance, please contact our support team at:
- Email: support@cyberheroes.co.uk
- Phone: +447471945020
- Live Chat: Available on our website [www.cyberheroes.co.uk]
Thank you for choosing Cyber Heroes. We are here to help you succeed.
