Support and Response Time Policy

This Support and Response Time Policy is effective dated: June 01, 2024

Control Document: GEF-PP-018, Ver. 1.0

Purpose

The purpose of this Support and Response Time Policy is to establish clear guidelines and expectations for providing support to customers of galaxefi (“Company”). This policy aims to ensure timely and effective resolution of customer issues and inquiries, maintain high levels of customer satisfaction, and support the reliable operation of our services.

Scope

This policy applies to all employees, contractors, and stakeholders involved in providing customer support and managing support requests. It covers:

  • Types of support provided
  • Response and resolution times
  • Support channels
  • Escalation procedures

Raising Service Ticket

For platform-functioning-related issues, service tickets can be raised

Raise Service Ticket

Please see our response policy below.

Definitions

  • Support Request: Any inquiry, issue, or problem reported by a customer related to the use of the Company’s products or services.
  • Response Time: The time taken from when a support request is received to when a Company representative first responds to the customer.
  • Resolution Time: The time taken from when a support request is received to when the issue is resolved to the customer’s satisfaction.

CTPs

galaxefi has established multiple CTPs – Customer Touch Points that will facilitate seamless interactions, provide the necessary support, and enhance the overall user experience across different business segments.

Digital Touch Points

  • Homepage (Website): Our comprehensive and user-friendly website aims to provide information, guidance and offer support.
  • Web App: Our web app is aimed to offer access to the complete features of the platform, ensuring users can manage their operations from anywhere in the world at their convenience.
  • Mobile App: Our mobile app is aimed to provide on-the-go access to the platform’s crucial features, ensuring users can manage their operations from anywhere in the world.
  • Chatbots and AI Assistants: Our galaxbot is aimed to provide instant responses to common queries, offer guidance, and improve user engagement.

Support Services

  • 24/7 Customer Care: Initially the support is 9 to 5 and five days a week, ultimately transforming into round-the-clock support. The round-the-clock support through various channels (phone, email, live chat) is aimed to assist users with any issues or inquiries. B2C in addition to their liaison with their service providers can benefit from Customer Care in case of assistance.
  • Dedicated Account Managers: For B2B and B2B2C segments, dedicated account managers are aimed to provide personalized support.
  • Technical Support: Specialized technical support is aimed to assist with API integrations, troubleshooting, and other technical challenges.

Educational Touch Points

  • Webinars and Training Sessions: Regular webinars and training sessions are aimed to educate users on the platform’s features and benefits, especially for B2B and B2B2C segments.
  • Online Knowledge Base: A detailed online knowledge base with FAQs and a glossary is aimed to help users navigate the platform and resolve common issues.

Engagement Touch Points

  • Social Media Channels: Active presence on social media platforms is aimed at engaging with users, sharing updates, and gathering feedback.
  • Email Newsletters: Regular newsletters are aimed to keep users informed about new features, integrations, industry news, and best practices.
  • User Feedback and Surveys: The platform collects user feedback and conducts surveys to understand user needs, preferences, and areas for improvement.

Transactional Touch Points

  • E-commerce Integrations: Soon e-commerce integrations will be available to facilitate smooth transactions and order management.
  • Payment Gateways: The platform offers secure and diverse payment options, including digital wallets, bank transfers, and fintech solutions, to cater to different user preferences.
  • Order Tracking: The platform also offers real-time order tracking features providing transparency and enhancing user trust.

Support Channels

The Company provides support through the following channels:

  • Email Support: Customers can email support requests to care@galaxefi.com
  • Phone Support: Customers can call our support line at +92-3000-3G1-T11.
  • Live Chat: Available on our website during business hours for immediate assistance. Enter live chat.

Support Levels and Response Times

Support requests are categorized based on their urgency and impact on the customer’s operations. The following levels and corresponding response and resolution times apply:

Level P0: Critical

  • Definition: Major system outages or issues severely impacting business operations.
  • Response Time: Within 1 hour
  • Resolution Time: Within 4 hours

Level P1: Medium

  • Definition: Issues with moderate impact on operations, affecting a single user or a minor function.
  • Response Time: Within 4 hours
  • Resolution Time: Within 24 hours

Level P2: Low

  • Definition: Minor issues, general inquiries, or requests for information.
  • Response Time: Within 8 hours
  • Resolution Time: Within 72 hours

Business Hours

  • Standard Support Hours: Monday to Friday, 10 AM to 7 PM PST – Pakistani Standard Time +5 GMT
  • After-Hours Support: Available for Level P0 (Critical) issues only

Support Process

Initial Contact

  • Upon receiving a support request, a ticket will be created and assigned a unique identifier.
  • An acknowledgment will be sent to the customer, including the ticket number and expected response time.

Triage and Assignment

  • The support request will be categorized based on its urgency and impact.
  • The ticket will be assigned to the appropriate support team member for resolution.

Resolution

  • The assigned support team member will investigate and resolve the issue, keeping the customer informed of progress.
  • If additional time or resources are needed, the customer will be notified of any delays and provided with an updated resolution time.

Escalation

  • If a support request cannot be resolved within the specified resolution time, it will be escalated to a higher-level support team or manager.
  • The customer will be informed of the escalation and any additional steps being taken to resolve the issue.

Closure

  • Once the issue is resolved, the support request will be closed, and the customer will be notified.
  • A follow-up may be conducted to ensure customer satisfaction and gather feedback.

Roles and Responsibilities

  • Support Team: Responsible for responding to and resolving support requests within the specified response and resolution times.
  • Support Manager: Oversees the support process, manages escalations, and ensures adherence to this policy.
  • Customer: Responsible for providing accurate and detailed information when submitting support requests and cooperating with the support team during the resolution process.

Performance Monitoring and Review

  • Regular monitoring of support request metrics will be conducted to ensure compliance with response and resolution times.
  • Customer satisfaction surveys may be conducted to gather feedback on support services.
  • This policy will be reviewed annually and updated as necessary to ensure its effectiveness and alignment with customer needs and industry best practices.

Quick Contact

By adhering to this Support and Response Time Policy, galaxefi commits to providing timely, efficient, and effective support services to ensure the reliable operation of our products and services and maintain high levels of customer satisfaction. For questions or concerns about this Policy, please use the following form: