Support Policy
Effective Date: December 1, 2024
Little SaaS, Inc. ("we," "us," or "our") operates Firstsales.io ("Service"). This Support Policy explains our support policy. By using our Service, you consent to our support policy.
At Firstsales.io, we are dedicated to delivering exceptional support to our users.
To maintain a respectful and productive environment, we have established the following support policy, outlining the scope of our services and the standards of conduct expected from all parties.
1. Scope of Support Services
We offer comprehensive support to assist users in effectively utilizing our platform:
- Technical Assistance: Guidance on platform features, troubleshooting technical issues, and ensuring optimal performance.
- Account Management: Help with account setup, configuration, and maintenance to align with your business objectives.
- Billing and Subscription: Clarification on billing inquiries, subscription plans, and payment processes.
2. Support Channels and Availability
Users can access support through the following channels:
- Live Chat: Available on our website during business hours for real-time assistance.
- Help Center: Access a repository of articles and FAQs for self-service support.
Our standard support hours are Monday to Friday, 9 AM to 5 PM EST. We strive to respond to all inquiries within 24 business hours.
3. User Conduct Expectations
To foster a constructive support environment, we expect users to:
- Communicate Respectfully: Engage with our support team courteously, without using offensive, discriminatory, or threatening language.
- Provide Necessary Information: Supply relevant details and context to facilitate efficient issue resolution.
- Adhere to Platform Policies: Comply with our Terms of Service and Privacy Policy during all interactions.
4. Unacceptable Behavior
We are committed to protecting our staff and users from unacceptable behavior, which includes:
- Aggressive or Abusive Conduct: Any form of violence, threats, harassment, or offensive language directed at our staff.
- Unreasonable Demands: Expectations that are disproportionate or outside the scope of our support capabilities.
- Excessive Contact: Repeatedly contacting multiple staff members about the same issue without reasonable cause.
Such behaviors hinder our ability to provide effective support and will not be tolerated.
5. Response to Unacceptable Behavior
In instances of unacceptable behavior, we reserve the right to:
- Issue Warnings: Inform the user that their behavior is inappropriate and request adherence to our conduct standards.
- Limit Communication: Restrict interactions to specific channels or designate a single point of contact.
- Suspend Support Services: Temporarily or permanently withdraw support services if unacceptable behavior persists.
These measures are implemented to ensure the safety and well-being of our staff and the quality of support for all users.
6. Reporting and Escalation
Users who feel they have been treated unfairly or wish to report misconduct can:
- Escalate to Senior Management: If unresolved, request escalation to a senior manager for further review.
We are committed to investigating all reports impartially and taking appropriate action.
7. Policy Review and Updates
Firstsales.io reserves the right to modify this support policy at any time. Significant changes will be communicated to users via their registered email addresses. Continued use of our support services constitutes acceptance of any updated terms.
By engaging with our support services, you agree to adhere to this policy, ensuring a respectful and efficient environment for all.
