SUPPORT POLICY
Our Mission
At SPEEDY SERP, we believe in the power of our products and services and stand by them. Our goal is to help our customers enhance the speed and performance of their websites using our plugin, and we are fully committed to solving any challenges they face.
We value mutual respect and collaboration in resolving issues and strive to ensure your website achieves optimal performance with SPEEDY SERP.
Support Hours and Response Times
Our support team is available from 9:00 AM to 5:00 PM GMT Monday through Friday. Please note that during certain holidays, like Diwali and Christmas, when most of our team is on leave, our response may be slower, or services might be temporarily unavailable.
Typically, we respond to inquiries within 24 hours. However, this can vary depending on ticket volume, holidays, or other unforeseen circumstances. Rest assured, every ticket will receive a response in due course.
We offer 15 days of complimentary support for all our services following project completion, providing you time to assess our work and report any issues. Beyond this period, we offer continued support on a paid basis—reach out to our support team for more details.
Support Scope
Our support services are designed to address specific issues, but we also offer comprehensive plugin configuration and custom development. Whether it’s general performance optimization, server issues, or third-party conflicts, our expert developers are here to help.
Depending on your needs, we offer personalized one-on-one support via Email, Skype, or phone calls. Sometimes, we request admin and FTP access to your website for deeper investigation. We recommend providing access to a staging or duplicate version of your site to ensure the best outcome.
While we take every precaution to protect your site, if access to a live site is required, we strongly suggest backing up your data first. Our goal is to foster a “win-win” situation with every client.
CODE OF CONDUCT
Support is provided with the following expectations which apply to both customers and W3SpeedUp experts:
- We both belong to the same human race and therefore we respect mutual civility! We are real human beings here, not anonymous bots behind a keyboard. Before sending a reply, please consider if it would be appropriate to say in person. If not, it probably shouldn’t be written either (period).
- There is always a key role of politeness between every support team and client. We are human beings ourselves and at our end, we all understand that sometimes issues may be frustrating, but we will not tolerate any kind of offensive language, images, literature, sexually suggestive behavior, abuse of power, inappropriate jokes, discrimination, insults, harassment, threats, intimidation, or victimization because of someone’s gender or gender identity, race, disability, sexual orientation, age, religion, or other beliefs. If you choose to personally attack a member of our support team, for example by using rude or insulting language, we will ask you once to refrain. If the behavior persists, we will make a refund to you and terminate our working relationship, effective immediately with honest public feedback.
- Any form of hate speech or discriminatory language based on, for example — gender, gender identity, race, disability, sexual orientation, ethnicity,
belief, or religion, etc. — will be met with the termination of our working relationship, effective immediately with honest public feedback.
Privacy and Data Security
We at SPEEDY SERP take your privacy seriously. We advise you never to share sensitive login information via plain email text. Instead, use a secure service like One-Time Secret to send credentials, which we will store only temporarily until the ticket is resolved.
We prioritize protecting your privacy and ensuring the security of your data in all interactions.
Code of Conduct
We expect all communication between clients and our support team to be respectful. We’re real people working behind the scenes, not anonymous bots. It shouldn’t be written if you wouldn’t say something in person.
We won’t tolerate any form of offensive behavior, including inappropriate language, images, harassment, or discrimination based on gender, race, religion, sexual orientation, or any other personal identity. If abusive behavior persists after one warning, we will refund your payment and terminate our working relationship immediately, with transparent public feedback.
Any form of hate speech or discriminatory language will result in the immediate termination of our partnership, and open feedback will be shared publicly.
Adult Content
While we are comfortable working on websites with various content, we ask that you inform us if your site contains adult material. Our developers reserve the right to decline to work on certain content if they are uncomfortable with it. We will do our best to find an alternative expert to assist you.
Right of Refusal
SPEEDY SERP reserves the right to refuse or limit services to any individual or organization at our discretion. This may occur in cases where the content promotes hate speech, extreme adult content, malware, or viruses.
Our company values diversity, respect, and equality. We ensure our services are never used to promote intolerance, hate, or violence.
Let’s collaborate to create a faster, more efficient web experience while advancing technology.
