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 live chat and phone. Live chat is preferred, 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, with invoices available under Settings > Subscription.

Response Times

Standard Response Time: We aim to respond to support requests within 24 hours.
Delays: During busy periods, response times may be longer.

Submitting Requests

To ensure a quick resolution, please provide as much detail as possible when submitting support requests. 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.

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