1. Introduction

Welcome to Tutorservicekhl! We are committed to providing exceptional support to ensure your tutoring experience is seamless and effective. This Support Policy outlines how we handle inquiries, issues, and feedback to maintain high standards of service.

2. Contacting Support

If you need assistance, you can reach our support team through the following channels:

• Email: support@tutorservicekhl.com
• Phone: +1 (800) 123-4567
• Live Chat: Available on our website from 9 AM to 6 PM (Monday to Friday)

3. Support Hours

Our support team is available during the following hours:

• Monday to Friday: 9 AM to 6 PM (local time)
• Saturday: 10 AM to 4 PM (local time)
• Sunday & Public Holidays: Closed

4. Response Times

We strive to respond to all inquiries within the following timeframes:

• Email: Within 24 hours
• Phone: Immediate response during support hours
• Live Chat: Immediate response during support hours

5. Types of Support

We provide support for the following:

• Technical Issues: Assistance with our online platform, accessing materials, or any technical difficulties.
• Tutoring Queries: Questions related to tutor matching, session scheduling, or tutoring methods.
• Billing & Payments: Inquiries regarding billing, payments, and refunds.
• General Inquiries: Any other questions or concerns about our services.

6. Issue Resolution Process

To ensure efficient issue resolution, please provide the following information when contacting support:

• Your Name
• Email Address
• Description of the Issue
• Relevant Screenshots or Attachments

Our process for handling issues is as follows:

1. Initial Contact: A support team member acknowledges your inquiry and gathers necessary information.
2. Investigation: The team investigates the issue to determine the cause and possible solutions.
3. Resolution: We provide a solution or workaround and ensure your satisfaction.
4. Follow-Up: We may follow up to ensure the issue is fully resolved and you are satisfied with the outcome.

7. Escalation Procedure

If you are not satisfied with the initial resolution, you can escalate the issue by contacting:

• Email: escalations@tutorservicekhl.com
• Phone: +1 (800) 123-7890 (available during support hours)

A senior support team member will review the case and provide further assistance.

8. Feedback and Suggestions

We value your feedback and suggestions. Please share your thoughts with us to help improve our services:

• Email: feedback@tutorservicekhl.com
• Online Form: Available on our website under the ‘Feedback’ section

9. Privacy and Confidentiality

We are committed to protecting your privacy and maintaining the confidentiality of your personal information. Please refer to our Privacy Policy for more details.

10. Changes to This Policy

We may update this Support Policy from time to time. Any changes will be posted on our website, and we encourage you to review this page periodically.

Thank you for choosing Tutorservicekhl. We are here to support you and ensure your tutoring experience is exceptional.