Client Support & Communication Policy

Company: VRL PRO DIGITAL
Website: www.vrlpro.com
Registered Location: Vadodara, Gujarat, India
Contact: info@vrlpro.com
Effective Date: 01/01/2016
Last Updated: 27/09/2025

1. Purpose

This Client Support & Communication Policy (“Policy”) defines how VRL PRO DIGITAL (“Company,” “we,” “our,” or “us”) communicates with and supports our clients (“Client,” “you,” or “your”). Our goal is to maintain professional, timely, and transparent communication across all service engagements.

2. Official Communication Channels

Clients may contact VRL PRO DIGITAL via the following approved channels:

  • Email (Primary): info@vrlpro.com
  • Project Management Tools (If Assigned): Trello, Asana, Monday.com, or Slack
  • Live Chat: Website chatbot during business hours
  • Instant Messaging (Optional): WhatsApp/Skype for urgent updates (not for approvals or contractual matters)
  • Scheduled Calls/Meetings: Google Meet, Zoom, or Microsoft Teams

⚠️ Important: All approvals, contractual matters, and financial discussions must be confirmed via email for record-keeping.

3. Business Hours & Availability

  • Standard Hours (IST): Monday – Friday, 10:00 AM – 5:00 PM (Indian Standard Time, UTC+05:30)
  • Extended Availability: Pre-scheduled calls/meetings can be arranged outside business hours for international clients (USA, UK, EU, UAE).
  • Non-Working Days: Saturdays, Sundays, and Indian public holidays (unless otherwise agreed in a contract).

4. Response Times

We aim to respond to client communications within the following timelines:

  • Emails: Initial response within 1 business day; resolution depending on complexity.
  • Support Tickets (via project management tools): Acknowledgment within 24 hours; update/resolution as per SLA.
  • Urgent Requests (WhatsApp/Skype): Response within 4 business hours (during working hours).
  • Scheduled Meetings: Confirmed at least 24 hours in advance.

5. Escalation Process

If you have an urgent concern or unresolved issue:

  1. Primary Contact: Assigned Project Manager
  2. Escalation Contact: Account Director / Team Lead
  3. Final Escalation: info@vrlpro.com (Company Management)

We prioritize escalated issues and provide acknowledgment within 12 business hours.

6. Client Responsibilities

To ensure smooth communication and timely delivery:

  • Clients must provide accurate and complete information (briefs, assets, approvals).
  • Approvals/feedback must be provided within the agreed timelines to avoid project delays.
  • Only authorized representatives should provide final approvals.
  • Emergency/after-hours requests must be communicated at least 24 hours in advance, when possible.

7. Service-Level Agreements (SLAs)

Where applicable, SLAs may be included in retainer agreements. Typical standards:

  • Normal Requests: Resolution/next steps within 3–5 business days.
  • Urgent Requests: Addressed within 1–2 business days, subject to scope and team capacity.
  • Critical Issues (e.g., website downtime): Response within 4 hours during business hours.

8. Meetings & Reporting

  • Regular project update calls may be scheduled weekly or bi-weekly.
  • Retainer clients receive monthly performance reports (SEO, Ads, Campaigns).
  • All meetings are conducted virtually unless otherwise agreed.
  • Summaries of decisions/action points will be documented and shared via email.

9. Limitations of Support

This Policy does not cover:

  • Personal/unauthorized requests outside the agreed scope.
  • Instant availability outside business hours unless contracted.
  • Requests made on unofficial channels (personal WhatsApp, personal social media).

10. Confidentiality in Communication

  • All communication between VRL PRO DIGITAL and the Client is subject to our Client NDA & Confidentiality Statement.
  • Sensitive files (credentials, reports) will be shared via secure channels only.

11. Policy Updates

VRL PRO DIGITAL may update this Policy from time to time. Updates will be posted on our Website with a revised effective date. Continued use of our Services constitutes acceptance of the updated Policy.

12. Contact Us

For support or communication-related queries:

VRL PRO DIGITAL
Vadodara, Gujarat, India
📧 info@vrlpro.com
🌐 www.vrlpro.com