Skip to main content

ChannelDock Support Guidelines

At ChannelDock, we strive to provide effective and efficient support to all our users. As a small team, we have set certain conditions to manage expectations and maintain the quality of our service. Below are the key support guidelines:

Support Availability
  • Hours: Support is available Monday through Friday, 9:30 AM to 6:00 PM.
  • Methods: Assistance is offered via creating a ticket, live chat (if the module is purchased) and phone. Tickets and live chat are prefered, so please call only for urgent matters.
Scope of Support
  • Technical Assistance: Support is provided for technical issues and questions specifically related to using ChannelDock.
  • Exclusions: We do not provide support for topics unrelated to our services, such as general marketing or business advice.
Support Allocation
  • Monthly Support Limit: Users are entitled to 30 minutes of support per month for setup and usage-related queries.
  • Error Resolution: Time spent resolving platform errors (bugs) does not count toward this limit.
  • Consulting Calls: If more than 30 minutes of support is needed within a month, a consulting call can be scheduled.
  • Cost: €65/hour (excl. VAT), with a minimum charge of 30 minutes.
  • Billing: Charges are automatically processed via direct debit for the priority module. Consulting calls will be invoiced separately.
  • Response Time: We aim to respond to support requests within 24 hours. During busy periods, response times may be longer.
  • Tickets priority: Sometimes, our support team may not be able to immediately resolve certain issues, requiring intervention from our development team. In such cases, a ticket will be created and assigned a priority level, which determines the resolution time. More info here.
Submitting tickets 

To ensure a quick resolution, please provide as much detail as possible when submitting support tickets. Include relevant information such as: EANs, order IDs, other context-specific details.

Adjustments to Support Conditions

ChannelDock reserves the right to modify support conditions as necessary to maintain service quality.

Code of Conduct

Respectful Communication: ChannelDock maintains a zero-tolerance policy for rude, abusive, or disrespectful behavior toward our support staff. Users who fail to adhere to this policy may have their support privileges limited or revoked.

We appreciate your understanding and cooperation as we work to assist you with all ChannelDock-related inquiries. Thank you for being a valued user!

Back to top