Support Policy

Support Policy

Our support Policy was last updated on 20 February 2024.

Thank you for choosing HiaMart. We are committed to providing you with excellent customer support. This Support Policy outlines the guidelines and procedures for receiving support from our team when using our website or mobile application ("Services"). Please read this policy carefully to understand how we can assist you.

1. Support Channels

1.1 Contacting Support:

If you require support or have any questions or concerns regarding our Services, you can reach our support team through the following channels:

  •  Email: support@hiamart.com
  • Phone: +8801816989054

1.2 Support Hours:

Our support team is available during regular business hours, 12 Hours, (GMT+06:00) Dhaka. We strive to respond to all support inquiries in a timely manner. However, response times may vary depending on the volume of inquiries received.

2. Scope of Support

2.1 Supported Issues:

Our support team is available to assist you with the following:

  • General inquiries and information about our Services
  • Technical issues or errors encountered while using our Services
  • Assistance with account setup and configuration
  • Billing and payment inquiries

2.2 Unsupported Issues:

While we strive to provide comprehensive support, there are certain issues that fall outside the scope of our support. These may include:

  • Assistance with third-party software or services not directly related to our Services
  • Customization or development requests beyond the standard features and functionalities of our Services
  • Training or tutorial requests unrelated to our Services
  • Hardware or network-related issues not directly related to our Services

3. Support Process

3.1 Contacting Support:

To receive support, please provide our support team with a detailed description of the issue or question you have encountered. Include any relevant information, such as error messages, screenshots, or steps to reproduce the issue.

3.2 Support Ticket:

Upon receiving your support inquiry, our team will create a support ticket to track and manage your request. You will receive a confirmation email with a ticket number for reference.

3.3 Resolution Timeframe:

We strive to resolve support inquiries as quickly as possible. The time to resolve an issue may vary depending on the complexity of the request. We will keep you informed about the progress and provide an estimated timeframe for resolution.

3.4 Communication:

Our support team will primarily communicate with you via email or through the support ticket system. Please ensure that you provide accurate contact information and check your email regularly for updates.

4. Customer Responsibilities

To ensure a smooth support experience, we kindly request that you:

  • Provide accurate and detailed information regarding your support inquiry
  • Respond promptly to any requests for additional information or clarification from our support team
  • Follow any troubleshooting steps or instructions provided by our support team
  • Keep your account credentials and personal information confidential and secure

5. Feedback and Improvements

We welcome your feedback regarding our support services. If you have any suggestions or ideas for improvement, please let us know. Your feedback helps us enhance our support offerings and overall customer experience.

6. Changes to the Support Policy

We may update this Support Policy from time to time. The updated version will be posted on our website, and the effective date will be revised accordingly. We encourage you to review this Support Policy periodically to stay informed about our support procedures.

7. Contact Us

If you have any questions, concerns, or need support, please contact our support team using the provided contact information. We are here to assist you and ensure you have a positive experience with HiaMart.