Help Desk Policy

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Welcome to InnoSoft Solutions’ Help Desk. Our mission is to provide timely and effective support for our software services. This Help Desk Policy outlines how we handle support requests, including our commitment to privacy and data protection.

1. Contact Information

Company Name: InnoSoft Solutions

Address: Pufendorfstraße 04, 04179 Leipzig

Phone: +4915221004554

Email: [email protected]

2. Help Desk Services

Our Help Desk is available to assist with the following:

- Technical Support: Assistance with software installation, configuration, and troubleshooting.

- Account Management: Help with user accounts, including password resets and account updates.

- Billing Inquiries: Support for questions related to billing, subscriptions, and payments.

- General Inquiries: Answers to questions about our services, features, and usage.

3. Support Hours

Our Help Desk is available during the following hours:

- Monday to Saturday: 9:00 AM to 6:00 PM (CET)

- Sunday: Closed

Requests received outside of these hours will be addressed on the next business day.

4. How to Contact Us

To request support, please use one of the following methods:

- Email: Send a detailed description of your issue to [email protected]. Include relevant information such as your account details, software version, and any error messages.

- Phone: Call +4915221004554 during our support hours. Be ready to provide your account information and details about your issue.

5. Response Times

We strive to respond to all support requests within the following timeframes:

- Email Support: Within 24 hours during business days.

- Phone Support: Immediate assistance during business hours.

Complex issues may require additional time to resolve. We will keep you informed about the status of your request.

6. Data Protection and Privacy

We take your privacy seriously. Any personal data collected during the support process will be handled in accordance with our Privacy Policy and the General Data Protection Regulation (GDPR). We ensure that your information is protected and used solely for the purpose of providing support.

7. Support Ticket System

For efficient handling of support requests, we use a ticketing system to track and manage issues. When you contact us, a support ticket will be created, and you will receive a confirmation email with a ticket number. You can use this number to track the status of your request.

8. Issue Resolution

We aim to resolve support issues promptly and effectively. If you are not satisfied with the resolution, please contact us again or request escalation to a higher level of support.

9. Feedback

We value your feedback and continuously strive to improve our support services. After your issue has been resolved, you may receive a satisfaction survey. We appreciate your input and encourage you to share your experience.

10. Changes to the Help Desk Policy

We may update this Help Desk Policy from time to time. Any changes will be posted on our website, and we will notify you if the changes materially affect how we handle support requests.

11. Contact Us

For any questions about our Help Desk policy or support services, please contact us at:

InnoSoft Solutions

Pufendorfstraße 04, 04179 Leipzig

Phone: +4915221004554

Email: [email protected]