At ChannelDock, we aim to provide the right support for everyone. However, as ChannelDock consists of a small team, there are some conditions attached to this support. We have established these conditions to manage expectations and deliver the most efficient service possible. The conditions are as follows:
- Our support is available during office hours (Monday through Friday, 9:00 AM to 6:00 PM).
- We offer support via live chat and phone. We prefer using live chat, so please only call if your question or issue is urgent.
- Support is intended for technical issues and questions about using ChannelDock. We cannot provide support for matters not directly related to our services, such as general marketing or business advice.
- As a ChannelDock user, you are entitled to 30 minutes of support per month. Within this timeframe, you can ask our support staff questions about setting up or using the platform. Support provided for resolving errors (bugs) in the platform is not included in this calculation.
- If we notice that you, as a user, require more than 30 minutes of support per month, we can schedule a consulting call. The cost of a consulting call is €65 (excl. VAT) per hour, with a minimum charge of half an hour. The costs for this call will be automatically debited via direct debit, and the corresponding invoice will appear in your account under Settings > Subscription.
- We aim to respond to support requests within 24 hours, but we cannot always guarantee this, especially during busy periods.
- To help us assist you as quickly as possible, we ask that you be as detailed as possible when submitting your request and include relevant information such as EANs, order IDs, etc.
- ChannelDock reserves the right to adjust the support conditions as necessary to ensure the quality of the service.
We appreciate your understanding and will do our best to assist you with your questions and issues related to ChannelDock.