Support Policy Page

Holesalemart Customer Support Policy

1. Introduction :

At Holesalemart, we are committed to providing efficient and responsive customer support through our Ticketing system. This policy outlines our approach to ensure that customer inquiries are addressed promptly and professionally.

2. How to Submit a Ticket :

• Logging into your account on our website => Go to Dashboard select the "Support Ticket" Option and Access the online ticket submission form.
• Upon submission, you will receive an automatic unique Ticket ID. This number serves as your reference and allows you to track the status of your inquiry.

3. Response Times :

We are committed to addressing your inquiries promptly. Our response times are as follows:

• Initial Response: Within 72 hours during regular business hours (10 am to 5 pm, Monday to Friday ).
• Resolution Time: We strive to resolve issues within 10 Days. However, the complexity of the issue may affect this time frame.

4. Ticket Updates:

As your ticket progresses, you will receive email updates on its status. These updates may include:

• Confirmation of receipt.
• Assignment to a support agent.
• Requests for additional information.
• Progress updates.
• Resolution and closure.

5. Tracking and Communication :

You can track the progress of your ticket by logging into your account on our website or using the unique ticket number provided in the confirmation email.

6. Privacy and Security:

Your privacy and security are important to us. Please refer to our [Privacy Policy] for detailed information on how we handle your personal data in the ticketing system.

7. Feedback and Improvement:

We value your feedback. If you have suggestions or comments regarding our ticketing system and customer support, please let us know. We continually strive to improve our services based on customer input.

8. Commitment to Quality :

We are dedicated to providing exceptional customer support through our ticketing system and are continually improving our processes and training to ensure you receive the best service possible.

9. Contact Us :

Email: [email protected]

10. In the Event of an Emergency Pandemic in the Country:

• Our customer support team remains committed to serving our customers.
• Response times may be affected due to operational challenges or may also be closed for a few days. We will communicate any changes in response times or service availability through our website and email communications.
• Our priority will be to ensure the health and safety of our staff, and we may adjust our working arrangements to comply with government directives.
• Please understand that while we will make every effort to provide support, the situation may impact the timeliness of our responses.

11. Changes to Policy :

This policy may be updated from time to time to reflect changes in our customer support processes. Please review it periodically for any changes.