1. Introduction

At Shilabs Private Limited, we are dedicated to providing exceptional customer service to our clients. This Customer Service Policy outlines our commitment to ensuring a positive and productive relationship with our clients throughout their journey with us. We strive to maintain transparency, responsiveness, and professionalism in all interactions.

In order to provide the best possible service to all our customers, each of whom has differing needs and expectations, we publish this policy. While our goal is to make life as easy as possible for our customers, experience has shown this is best achieved, over the long term, by ensuring that both ourselves and our customers follow certain processes and procedures. These are detailed below.

2. Communication

2.1. Timely Responses: We understand the importance of timely communication. We commit to acknowledging client inquiries within 24 hours of receipt, during regular business hours, Monday through Friday. We aim to provide comprehensive responses within 1-2 business days.

2.2. Channels: We offer various communication channels, including email, phone, and our client portal, to ensure clients can reach us using their preferred method.

2.3. Working Hours: Our regular business hours are from 9:00 AM to 6:00 PM, Monday through Friday (excluding public holidays). We will respond to any communication received outside these hours on the next business day.

3. Client Onboarding

3.1. Needs Assessment: We begin our client relationships by conducting a thorough needs assessment. This helps us understand the client’s goals, preferences, and expectations, enabling us to tailor our services effectively.

3.2. Clear Expectations: We ensure that clients have a clear understanding of the services we offer, the scope of work, timelines, and any potential limitations. This helps manage expectations and avoid misunderstandings.

4. Project Management

4.1. Project Updates: We provide regular updates on the progress of projects. Clients can expect detailed reports on key performance indicators, achievements, and any adjustments made to strategies.

4.2. Milestones and Deliverables: We set clear milestones and deliverables, ensuring that clients are aware of project progress and upcoming goals.

4.3. Revisions: We understand that clients may have feedback and change requests. We accommodate reasonable revisions and ensure that the final output aligns with the client’s vision.

5. Management Hierarchy

Upon formal project initiation, Shilabs promptly designates a dedicated Account Manager within 24 hours. This accomplished professional assumes the pivotal role of overseeing your project’s evolution throughout the campaign duration. Acting as your direct point of contact, they remain accessible at your convenience.

5.1. Structural Composition: Complementing the Account Manager, each project is fortified by a designated Project Manager. This accomplished individual orchestrates the project’s seamless implementation, ensuring precision and alignment with your requisites.

5.2. Performance Reporting: Our adept Shilabs Reporting Department undertakes the responsibility of crafting monthly reports, reflecting the work accomplished within that period. These comprehensive reports offer insights into our performed activities, fostering clarity and transparency.

5.3. Strategic Evolution: Upon culmination of project tasks, Shilabs’ astute Support Head meticulously reviews the project’s entirety. Subsequently, a forward-looking strategy is meticulously prepared, aiming to propel your project towards new milestones of success.

6. Data Privacy and Confidentiality

6.1. Data Security: We take data privacy seriously. Client information, strategies, and sensitive data are handled with the utmost care and stored securely.

6.2. Confidentiality: Any sensitive information shared with us will remain confidential and used solely for the purpose of providing our services.

7. Conflict Resolution

7.1. Escalation Process: In the event of any dissatisfaction or concerns, clients can escalate the matter. We have a defined escalation process to address issues promptly and appropriately.
6.2. Feedback: We value client feedback as it helps us improve our services. We encourage clients to share their thoughts and suggestions with us.

8. Client Education

8.1. Industry Insights: We provide clients with relevant industry insights and updates to help them stay informed about digital marketing trends.

8.2. Training: If required, we offer training sessions to help clients better understand the strategies and technologies we use.

9. Continuous Improvement

9.1. Learning from Experience: We continually assess our customer service processes and learn from client experiences to enhance our services.

9.2. Innovation: We strive to remain at the forefront of digital marketing trends, adopting new technologies and strategies to provide the best results for our clients.

10. Turnaround Times

We aim to reply emails, text messages, and other forms of communication within three (2) business days maximum. A minimum of three (2) days’ notice, preferably 7 days’ notice, should be provided for any required work. Requests for service within a 2-day period will be accepted only if time permits, and an Emergency fee may be charged (shorter, guaranteed response times are available under our service contracts).

11. Technical Support (Onsite and Offsite)

All designing payments will be clear 50% upfront and remaining 50% to be settled prior to the website going live. Our minimum charge varies from service to service and can be customised as per the client’s budget (depends on the chosen service). We expect payment for our work even if your problem is not fixed. We will never accept work on a basis of “no fix, no charge” without prior arrangement.

12. Website Design and Updates

You, as the website owner, are responsible for the content of your site. We, as the developer, are responsible for the construction of your site to deliver your content to the wider internet. At no stage do we become responsible for your content, unless we specifically agree to that in writing in advance.

12.1. Content Requirements:
Your content should be complete and of professional quality. Incomplete or unprofessional content will not be accepted.
Your content must not be owned by someone else (e.g., you may supply only your own work). Content that is the property of someone else will not be accepted.
Content of the website, for example, text, written instructions, addresses, phone numbers, etc., should be supplied electronically in a single document if possible.

12.2. Content Submission:
Content should be emailed or sent via FTP to us. Content supplied via other mediums may be accepted, but you may be charged for the time to convert the data into a useful format.

12.3. Timeline for Complex Changes: Complex changes may take a week or more to complete. Desired timescale should be detailed at the time of placing the order.

12.4. Client Inactivity Policy: In the event that the client fails to respond or provide necessary feedback for a period exceeding 30 days, a penalty may be imposed. This penalty could include a revised project timeline, additional charges, or a reevaluation of the project scope, as deemed appropriate by Shilabs Private Limited.

12.5. SEO Work: The minimum time frame to execute SEO work is 6 months; we can’t show results before that. A minimum of 1 month’s work can be considered a testing period (with desired terms and conditions); more than that will be charged as per the current market value. We will not refund the money if a client requests to pause the work in the middle of a month.

13. Payment Problems

We may require payment-on-delivery or payment-in-advance if we believe you are a bad credit risk. Your previous payment history, which is analysed daily, is a significant determining factor.

14. Confidentiality

We take security and confidentiality seriously. We take all reasonable steps to protect our systems against unauthorised usage. We will not divulge any information about our customers to any party without a court order