RareLogic Support Policies

Assist with Empathy, Speak with Authority, Act with Integrity

 

RareLogic Support Policies

  1. What is support responsible for?
    • Making sure all queries/tickets are answered in a timely manner¹
    • Ensuring all clients are treated with respect and kindness
    • Providing materials that assist in learning the platform and increase their general knowledge about platform materials
    • Answering platform & Ecommerce related questions to the best of their ability and to an adequate level of completeness
    • Taking reasonable steps to ensure identity before releasing billing or revenue information
    • Providing strategy or ‘success’ discussions upon request
  2. Support is defined as the service that
    • Answers “How to” questions
    • Responds to complaints
    • Explains plan rates & have sales conversations
    • Advises on strategy when asked
    • Provides live demonstrations to clients
    • Explains billing costs
    • Takes feature requests and escalates them to the appropriate teams
    • Handles any and all customer inquiries and comments
    • Addresses incidences of platform misuse and responds to high-risk accounts
  3. Support is under no obligation to perform any of the following services
    • Create templates from scratch²
    • Custom Code work²
    • Custom integrations
    • Copywriting²
    • Assist in fraudulent practices or make exceptions for scams, phishing, or spam accounts
    • Give business advice
    • Discuss anyone else’s business, revenue or billing
  4. At no time will RareLogic support staff be responsible for managing the owners account or marketing practices²
  5. RareLogic Support staff will not tolerate abuse or bullying and abusive or bullying account owners may be banned from support at the Support Leads discretion
  6. RareLogic will not be held responsible for blocking abusive account members from support
  7. There are no refunds for services rendered**
  8. RareLogic support staff are not responsible for the success or failure of any marketing strategy undertaken and clients understand that marketing strategies are undertaken at the owners discretion and with their consent
  9. Rarelogic Staff are not required to delete contacts from your account.
  10. Support does not guarantee response times¹
  11. RareLogic support staff have the authority to act with autonomy from the general policy to make decisions benefitting clients when empathy and integrity compel them
  12. RareLogic may refuse service to individuals whose practices have sufficient evidence to be considered ‘phishers’, ‘spammers’ or scam artists***. Refusal of service may be given at the discretion of the support lead on duty. 

 

² Exceptions made for extra support package purchasers

¹ When can you expect to hear back?

Support Hours: Monday - Friday 9:00 - 5:00-pm EST
Excluding major Canadian holidays

Within normal support hours, you can expect to get a response from support no later than 2 hours after a ticket is submitted. Typically less than that if you’re phoning in, or contacting us via live chat although we do not guarantee instantaneous response times.

Questions that cannot be answered on the first touch* will be followed up on with the following support prioritization:

Normal: 1-3 days

High Priority Non-critical: within 24hrs

Critical: 1-4 hours

 

Support Prioritization definitions:

Normal: Non-critical, question/issue that is not disruptive to business operations. Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users where an acceptable workaround is available.

High Priority Non-Critical: Status relates to ‘high priority’ support clients and non-critical is defined above.

Critical: Critical platform issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists.

  • Service is down or unavailable.
  • Data unavailable or lost.
  • A critical documented feature / function is not available.

 

*First Touch is defined as the initial response to a ticket or inquiry posed by a client and can be the first response to an email, the initial call or live chat.

** Services rendered includes the storage of all data on our secure servers while the account is installed. Charges will be collected for 'delinquent' accounts who fail to uninstall while data is still being stored by RareLogic.

*** Scammers/Phishers are defined as individuals whose primary purpose on the platform is to perform illegal or fraudulent activity.

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