Support Policy

Effective Date: May 30, 2023

Introduction:

Educentric is dedicated to providing exceptional support to its users throughout their experience on our online marketplace. This Support Policy outlines the guidelines and procedures for accessing assistance and resolving issues related to our platform. By utilizing Educentric, you agree to adhere to the terms and practices described in this policy.

Support Channels:

1.1. Help Center: We maintain a comprehensive Help Center where users can find answers to frequently asked questions, access tutorials, and browse self-help resources.

1.2. Email Support: Users can reach out to our support team by sending an email to [support email address]. We strive to respond to all inquiries within [specified time frame] during our regular business hours.

Support Eligibility:

2.1. Registered Users: Our support services are available to registered users who have created an account on the Educentric online marketplace.

2.2. Valid Inquiries: We provide support for issues related to account management, platform functionality, product listings, transactions, and other matters directly related to the use of our marketplace.

Support Process:

3.1. Issue Submission: To request support, users should provide a detailed description of the problem or inquiry by contacting our support team through the designated channels.

3.2. Timely Response: We strive to respond to support inquiries within [specified time frame], acknowledging receipt of the inquiry and providing an estimated resolution time if applicable.

3.3. Troubleshooting and Resolution: Our support team will work diligently to identify and address the issue. We may request additional information or provide troubleshooting steps to assist in resolving the problem.

3.4. Escalation: If a support inquiry requires further investigation or escalation, we will notify you accordingly and keep you informed of the progress until the issue is resolved.

Support Limitations:

4.1. Third-Party Services: While we are committed to assisting users with Educentric-specific issues, we cannot provide support for third-party services or products accessed through our marketplace. For such inquiries, users should contact the respective third-party service provider.

4.2. Account Security: Users are responsible for maintaining the security of their account credentials. Our support team will never request sensitive information such as passwords or payment details via email or any other means of communication.

Feedback and Suggestions:

We value user feedback and suggestions for improving our platform and support services. Users are encouraged to provide constructive feedback or suggestions through the designated support channels or by participating in feedback surveys when available.

Changes to the Support Policy:

We may update this Support Policy periodically to reflect changes in our support practices or business requirements. We will notify users of any material changes through a prominent notice on our website or by sending a direct communication. It is recommended to review this policy periodically to stay informed about our support processes.

Contact Us:

If you have any questions, concerns, or require support, please contact our support team through the designated channels. We are committed to assisting you and ensuring a positive experience on the Educentric online marketplace.

Thank you for choosing Educentric, and we look forward to providing you with exceptional support throughout your educational journey.