Customer Support Policy for Navigation tracking applications

Introduction:

Welcome to Navigation tracking applications, your trusted partner in navigation and tracking. This policy outlines our commitment to providing excellent customer support and assisting you with any inquiries or issues you may encounter while using our navigation app.

Scope:

This support policy applies to all users of the Navigation tracking applications, including free and premium subscribers. Our support team is dedicated to helping you make the most of our services.

Service Levels:

At Navigation tracking applications, we take pride in our prompt response and issue resolution times. Our service levels are categorized as follows:

Critical Issues: Within 1 hour

High Priority Issues: Within 4 hours

Medium Priority Issues: Within 24 hours

Low Priority Issues: Within 72 hours

Communication Channels:

You can reach our support team through the following channels:

In-App Chat: Available 24/7 for immediate assistance.

Email: support@gsi.jo

Phone: +962797746925 (Sun-Fri, 9 AM - 5 PM EST)

Operating Hours:

Our regular customer support hours are Sunday to Friday, from 9 AM to 5 PM Eastern Standard Time (EST). For after-hours or emergency support, please use the in-app chat, and our on-call team will assist you.

Support Team:

Our support team is composed of dedicated professionals who are experts in Navigation tracking applications. You can reach our team by emailing support@gsi.jo or calling our support hotline at +962797743925

Issue Resolution:

To ensure timely issue resolution, our support team follows a structured process:

Issue Identification: We assess the issue and categorize it based on priority.

Investigation: Our team investigates the problem, collecting necessary information from you.

Resolution: We work diligently to resolve the issue within the defined timeframe.

Communication: You will be updated on the progress of the resolution.

Escalation: If necessary, the issue is escalated to a higher level of expertise.

Customer Responsibilities:

We kindly request that you provide us with accurate and complete information regarding the issue you're facing. The more details you can provide, the quicker we can address your concerns.

Feedback and Improvement:

Customer feedback is invaluable to us. We actively collect and analyze feedback to improve our app and support services continually. You can provide feedback through the app, our website, or by emailing us at support@gsi.jo

Privacy and Data Protection:

We take your privacy seriously. All customer data is handled in accordance with our privacy policy, which you can review on our website.

Quality Assurance:

Our support team regularly undergoes training to stay up to date with the latest app features and industry best practices. We provide the highest level of service quality.

Service Level Agreements (SLAs):

As part of our commitment to transparency, we have defined Service Level Agreements (SLAs) for premium subscribers. Please refer to our premium services documentation for details.

Complaints and Disputes:

If you have a complaint or dispute regarding our services, please contact us through the provided channels. We will make every effort to resolve the issue in a fair and transparent manner.

Policy Updates:

This support policy is subject to periodic review and updates. Any changes to the policy will be communicated to our users through our website and the app.

Conclusion:

Thank you for choosing Navigation tracking applications. Our dedicated support team is here to ensure that your navigation and tracking experience is as smooth as possible. We look forward to assisting you in your journey.