ChannelDock Support Guidelines

At ChannelDock, we aimstrive to provide theeffective rightand efficient support forto everyone.all However,our asusers. ChannelDock consists ofAs a small team, there are some conditions attached to this support. Wewe have establishedset thesecertain conditions to manage expectations and delivermaintain the mostquality efficientof serviceour possible.service. The conditionsBelow are asthe follows:key support guidelines:

Support Availability

• OurHours: supportSupport is available during office hours (Monday through Friday, 9:30 AM to 6:00 PM).PM.
• WeMethods: offerAssistance supportis offered via live chat and phone. WeLive preferchat usingis live chat,preferred, so please call only callfor ifurgent your question or issue is urgent.matters.

Scope of Support

• Technical Assistance: Support is intendedprovided for technical issues and questions aboutspecifically related to using ChannelDock.
• Exclusions: We cannotdo not provide support for matterstopics not directly relatedunrelated to our services, such as general marketing or business advice.

Support Allocation

• AsMonthly aSupport ChannelDockLimit: user, youUsers 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 providedmonth for setup and usage-related queries.
  • Error Resolution: Time spent resolving platform errors (bugs) in the platform isdoes not includedcount intoward this calculation.limit.
  • Consulting Calls: If we notice that you, as a user, require more than 30 minutes of support peris month,needed we can schedulewithin a consulting call. The cost ofmonth, a consulting call iscan be scheduled.
    • Cost: €6565/hour (excl. VAT) per hour,, with a minimum charge of half30 anminutes.
    hour.
    • Billing: TheCharges costs for this call will beare automatically debitedprocessed via direct debit, andwith theinvoices corresponding invoice will appear in your accountavailable under Settings > Subscription.Subscription.

---

Response Times

• Standard Response Time: We aim to respond to support requests within 24 hours,hours.
but
• Delays: we cannot always guarantee this, especially duringDuring busy periods.periods, response times may be longer.

---

Submitting Requests

To helpensure usa assistquick youresolution, please provide as quicklymuch as possible, we ask that you be as detaileddetail as possible when submitting yoursupport requestrequests. and includeInclude relevant information such asas:

EANs,
order
• EANs
IDs,
• Order etc.IDs
• Other context-specific details

---

Adjustments to Support Conditions

• ChannelDock reserves the right to adjust themodify support conditions as necessary to ensuremaintain theservice quality of the service.quality.

---

We appreciate your understanding and willcooperation doas ourwe bestwork to assist you with yourall questions and issues ChannelDock-related toinquiries. ChannelDock.Thank you for being a valued user!