1. Purpose

This Support Policy outlines the services, response times, and communication protocols that guide our client support for online marketing solutions. Our goal is to deliver timely, efficient, and professional assistance to all clients.

2. Support Coverage

Included Support

We provide support for the following:

• Campaign setup and performance tracking (Google Ads, Facebook Ads, etc.)

• SEO tools and keyword tracking support

• Social media scheduling and management platforms

• Analytics & reporting issues (e.g., Google Analytics, Data Studio)

• Email marketing platform setup and performance troubleshooting

• Basic website tracking and pixel installation questions

• Monthly reporting explanations

Excluded Support

The following are outside the scope of our standard support:

• Web development, hosting or server-side issues

• Custom coding or design not included in your service package

• Support for tools not managed or set up by us

• Platform outages or bugs from third-party vendors

• Comprehensive training sessions (available as paid services)

3. Support Channels

Clients can access support through the following:

• Email Support: [siddharthglobaltradingcompany@gmail.com]

• Live Chat: Via our website (Mon–Fri only)

• Support Ticketing System: Login to your Account & raise ticket.

• Phone Support: ‪[+91 8448340487‬] (Only for Premium clients)

4. Supporting Hours

• Standard Support: Monday - Friday, 9:00AM - 6:00PM (IST)
• After Hours Support: Available only for urgent or Criticla Issyes (See Below)

5. Emergency Support

After-hours support is available for:

• Campaign downtime or budget overrun issues

• Tracking failures affecting all reporting

• Paid ad disapprovals with significant impact

How to reach: Use “URGENT” in the subject line and email [siddharthglobaltradingcompany@gmail.com] or call ‪[+91 8448340487‬].

6 Client Responsibilities

To ensure effective support, clients must:

• Submit accurate information and context when requesting support

• Provide timely access to required tools (Google Ads, Facebook, etc.)

• Respond promptly to clarification requests

• Maintain their platform credentials securely

7. Service-Level Agreements (SLA)

Custom SLAs are available for clients on Enterprise or Retainer packages. These may include:

• Dedicated account manager

• Priority support

• Custom turnaround timelines

8. Updates to Policy

SIDDHARTH GLOBAL TRADING COMPANY reserves the right to modify this policy. Clients will receive notice of changes 14 days in advance.

9. Contact Information

• General Support: [siddharthglobaltradingcompany@gmail.com]

• Emergency Support: [siddharthglobaltradingcompany@gmail.com]

• Phone Support: ‪[+91 8448340487‬]

• Website: [www.siddharthglobaltradingcompany.com]