Support Policy Page

Support Policy

At Sukachen eCommerce Platform, we are committed to providing excellent customer support to ensure your shopping experience is smooth and enjoyable. Our support team is here to assist you with any inquiries or issues you may encounter.

Types of Support

Our support services cover a range of areas, including but not limited to:

1. Technical assistance with website navigation, account setup, and troubleshooting.
2. Product inquiries, including information about features, specifications, and availability.
3. Order tracking and status updates.
4. Assistance with returns, refunds, and exchanges.
5. General inquiries about our products, policies, and services.

Support Channels

We offer multiple channels for you to reach our support team:

1. Website Support Section: Visit our website and navigate to the support section to access FAQs, tutorials, and help articles.
2. Phone Support: Call our customer support hotline at +251901000279 during our business hours to speak with a representative directly.
3. Email Support: Send us an email at info@sukachen.com with your inquiry, and our support team will respond to you as soon as possible.
4. Messaging: Use the messaging feature on our website or mobile app to chat with a support agent in real-time.

Response Times

We strive to respond to all inquiries and support requests promptly. Our goal is to provide timely assistance and resolve your concerns as quickly as possible. Response times may vary depending on the nature and complexity of the inquiry, but we aim to address all inquiries within less-than 12hr.

Service Level Agreement (SLA)

For urgent issues or technical problems affecting your ability to use our platform, we have established a Service Level Agreement (SLA) to ensure timely resolution. Our SLA outlines our commitment to addressing critical issues promptly and minimizing downtime for our users.

Feedback and Suggestions

We welcome your feedback and suggestions for improving our support services. If you have any comments, concerns, or recommendations, please don't hesitate to share them with us. Your input helps us enhance our support processes and better serve your needs.

Contact Us

If you require assistance or have any questions, please contact our support team through one of the channels mentioned above. We're here to help!