Customer Support Policy

Customer Service Guidelines for Ui.Marketing

This policy applies to all customer service interactions, including but not limited to emails, live chat sessions, and in-person meetings.

  1. Customer – anyone who contacts our company for any reason
  2. Product support representative – any employee who interacts with customers
  3. Manager – any employee who supervises product support representative
  4. The Company – this organization
  5. Customer service training manual – a guidebook for teaching product support representatives about the policy of the company

All product support representatives will adhere to the following standards when interacting with customers:

  1. They will learn this policy as part of following the customer service training manual and be expected to abide by it at all times.
  2. Product support representatives are expected to be polite and professional when interacting with customers.
  3. They should also strive to resolve any issue promptly and effectively.
  4. Representatives should use clear, concise language and listen carefully to what the customer says.
  5. Managers will be responsible for ensuring that product support representatives are following this policy.
  6. They will also be responsible for investigating any complaints about product support representatives.


Our goal is to provide the best possible customer service to all our clients. We want them to be satisfied with their experience at all times, which means providing a high level of consistent service.

We know that there will be times when things won’t go as planned, but we promise to do everything we can to resolve any customer issues promptly and efficiently. To do this, we have established the following policy for customer interaction.

  • All emails will be answered within six hours.
  • Live chat sessions will be answered within 10 minutes.
  • Product support representatives will use a courteous and professional tone when interacting with customers.
  • They will also try to resolve any issue as quickly as possible.
  • If a product support representative cannot resolve an issue, they will escalate it to their manager.


  • This policy is subject to change at any time.
  •  Date of Last Revision: 01/01/2023

Thank you for reading this Customer Service Policy. We hope that, as a customer, you will find our product support representatives to be polite, professional, and helpful. Managers are responsible for ensuring that this is the case and handling issues escalated to them by customers or customer service representatives.

Reagan Smith – Director of Product Support - Ui.Marketing