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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. LiveTickets and live chat isare preferred,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,debit withfor invoicesthe availablepriority undermodule. SettingsConsulting >calls Subscription.will be invoiced separately.

Response Times

  • Standard Response Time: We aim to respond to support requests within 24 hours.
  • Delays: 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 Requests

To ensure a quick resolution, please provide as much detail as possible when submitting support requests. Include relevant information such as:

 
    EANs,
  • EANs
    • order
  • OrderIDs, IDs
  • Otherother context-specific details
    • 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!

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