This Customer-support Service Policy (“Policy”) is incorporated into the Amplifier terms of service as published on the Amplifier website (“Terms”). The Terms shall control in the event of any conflict or inconsistency between this Policy and the Terms. All capitalized terms not otherwise defined in this Policy will have the meaning given them in the Terms.
1. Optional, Notice. This service is optional. You are responsible for the below items only if you select this service. If you opt for this Customer-support Service from Amplifier, a 30-day notice from you to Amplifier is required to turn off this service. This notice may be issued at any time without affecting or terminating any of the other services that Amplifier is providing you.
2. Level-1, Web-based Support. Amplifier personnel can answer tickets related to order status, ship status, returns and exchanges, estimated delivery times (when available), and shipping policy from your customers that originate via an Amplifier-approved Customer-Service web-ticket. If you opt for this Service, you agree to pay the rate as specified in the Pricing Page.
3. Client responsibilities. (a.) You will maintain on your website an active web-ticket form to be routed to Amplifier for the provision of Level-1 Customer-Support Services. You will be solely responsible for maintaining and controlling such web-ticket form, pursuant to the specifications set by Amplifier. (b.) You may, at your option, provide reasonable tone-and-voice guidelines to be followed by Amplifier when providing Customer-Support Services. (c.) You agree to provide Amplifier with access to e-commerce and other data and systems pursuant to the specifications set by Amplifier and as required to provide service to your customers.
4. Hours of Operation. Amplifier will make reasonable efforts to provide these Customer-Support Services from the hours of 9 a.m. to 5p.m. Central Time, Monday, except national and Amplifier holidays and except as otherwise mutually agreed by both parties.