Traijo Support Policy

Traijo - Wherever! Forever! Support Policy

1. Introduction

This Support Policy outlines the principles and guidelines for customer support provided by Traijo - Wherever! Forever!, is an e-commerce platform dedicated to delivering exceptional shopping experiences. We are committed to ensuring that our customers receive prompt and effective assistance when required.

2. Support Channels

Traijo offers customer support through the following channels:

• Email Support: For general inquiries, assistance, and issue resolution, you can contact our support team at support@traijo.in.

• Live Chat Support: Access our real-time chat support on our website during business hours for immediate assistance.

3. Business Hours

Our standard support hours are Monday to Friday, from 9:00 AM to 6:00 PM [Time Zone]. We do not provide support on weekends or public holidays, except for critical issues that affect the platform's functionality.

4. Support Categories

We categorize support requests into the following:

• Technical Support: Assistance with platform-related technical issues, errors, or bugs.

• Product Support: Help with product information, availability, and order-related queries.

• General Inquiries: Questions about our services, policies, and other non-technical matters.

5. Response Time

Traijo is committed to providing timely support to our customers. Our target response times are as follows:

• Technical Support: Within 24 hours during business days.

• Product Support: Within 12 hours during business days.

• General Inquiries: Within 48 hours during business days.

6. Escalation Process

If you are not satisfied with the initial response or resolution, you can escalate your support request as follows:

• Level 1 Escalation: Contact the initial support agent for further assistance.

• Level 2 Escalation: If the issue remains unresolved, request to speak with a supervisor or manager.

• Level 3 Escalation: In the rare event that the issue remains unresolved, contact our designated escalation contact at support@traijo.in.in.

7. Service Level Agreements (SLAs)

Traijo does not offer Service Level Agreements (SLAs) for customer support. Response times may vary based on the nature and complexity of the issue.

8. Support for Third-Party Products

Traijo provides support for issues related to our platform and services. Support for third-party products or services should be sought from the respective vendors or service providers.

9. Customer Responsibilities

To receive effective support, customers are encouraged to:

• Provide clear and accurate information regarding their issue or inquiry.
• Cooperate with our support team by following their guidance and instructions.
• Maintain courteous and respectful communication with our support staff.

10. Policy Updates

Traijo reserves the right to update and modify this Support Policy as needed. Any changes will be communicated through our website or direct communication channels.

This Support Policy is effective from [Effective Date].

For any support inquiries or feedback on our support services, please contact support@traijo.in.

Thank you for choosing Traijo - Wherever! Forever! We are dedicated to serving you to the best of our abilities.