BetterLifeForPets Support Policy
At BetterLifeForPets, we are committed to providing exceptional support to our community of donors, campaign creators, and beneficiaries. Our Support Policy outlines the standards and procedures we adhere to in order to ensure timely and effective assistance.
1. Support Availability
Hours of Operation: Our support team is available from 9:00 AM to 6:00 PM GMT, Monday through Friday, excluding public holidays.
Contact Channels:
Email: support@betterlifeforpets.online
Phone: +380-22-769-2313
2. Response Times
We strive to address all inquiries promptly:
Email: Responses within 24 hours during business days.
Phone: Calls answered or returned within 2 hours during support hours.
3. Scope of Support
Our support encompasses:
Donor Assistance: Guidance on making donations, accessing donation history, and resolving transaction issues.
Campaign Support: Help with creating, managing, and promoting fundraising campaigns.
Technical Support: Troubleshooting website navigation, account access, and other technical concerns.
4. Escalation Procedures
If an issue requires specialized attention:
Level 1: Initial contact with our support representative.
Level 2: Escalation to a senior support specialist if unresolved within 24 hours.
Level 3: Further escalation to the Support Manager if unresolved within 48 hours.
5. Feedback and Complaints
We value your feedback to improve our services:
Feedback: Share suggestions or positive experiences via support@betterlifeforpets.online
Complaints: Report concerns or dissatisfaction to support@betterlifeforpets.online We aim to acknowledge complaints within 24 hours and resolve them within 5 business days.
6. Policy Review
This Support Policy is reviewed annually to ensure its effectiveness and relevance. Updates will be communicated through our website and via email to registered users.
By engaging with BetterLifeForPets, you agree to adhere to this Support Policy. For any questions or clarifications, please contact our support team.