Support Policy

1. Support Channels

You can reach our support team through the following channels:

• In-Platform Ticketing: Submit support requests directly through the PipeRocks CRM interface by clicking the question mark icon (?) in the lower-left corner of the sidebar menu.
• Email Support: For inquiries outside of the platform, reach out to us at help@piperocks.com.

2. Response Times

We strive to address all inquiries as quickly as possible. Our standard response time is within 24 hours during business days, although we often respond sooner. If additional time is needed to resolve your issue, our team will keep you informed throughout the process.

3. Types of Support

PipeRocks CRM provides assistance in several areas, including:

• Account and Subscription Management: Guidance on account settings, subscriptions, billing inquiries, and upgrades.
• Technical Assistance: Help with navigating the platform, troubleshooting errors, and configuring integrations.
• Feature Support: Information on the use and capabilities of specific features, modules, or tools within PipeRocks CRM.
• Customization Guidance: Basic recommendations for customizing settings to suit your business needs.

Note: We are unable to provide extensive customization or personalized coding services as part of standard support.

4. Support Availability

Our support team operates Monday through Friday, 9 AM to 5 PM (local time based on your region), excluding public holidays. Emails or tickets submitted outside of these hours will be addressed as soon as possible during regular hours.

5. Priority Support (Available for Enterprise Users)

For our Enterprise Plan customers, priority support is available with expedited response times and a dedicated account representative. Please contact us at enterprise@piperocks.com for more information on this service.

6. Escalation Process

In cases where additional support is needed:

• Step 1: Submit a support ticket or email our support team.
• Step 2: If the issue persists or is unresolved, request escalation within the support ticket, where a senior technician will review your case.
• Step 3: For high-impact issues affecting multiple users or critical platform functions, our team will prioritize and escalate the matter for faster resolution.

7. Self-Help Resources

PipeRocks CRM provides a variety of resources to support users:

• Knowledge Base: Access our help center for guides, FAQs, and tutorials.
• Video Tutorials: View instructional videos on key features and setup processes.
• Community Forum: Connect with other users for shared insights and tips on using PipeRocks CRM effectively.

8. Limitations of Support

Our support team will assist with questions directly related to PipeRocks CRM and its integrated functionalities. However, the following requests are beyond the scope of our standard support:

• Third-party application issues outside of supported integrations.
• Custom development, script creation, or advanced technical programming.
• Network issues unrelated to the functionality of PipeRocks CRM.
• Assistance on outdated, unsupported versions of the platform.

9. Changes to Support Policy

PipeRocks CRM reserves the right to modify this Support Policy at any time to improve service delivery. All updates will be communicated through our website and in the platform interface.