Support Policy

Last Updated: 01.01.2026

At Ripora Digital Marketing Agency, we are committed to providing structured and professional support to all our clients. This Support Policy outlines how and when support will be provided.

1. Support Availability

Support is available during business hours:

Monday – Saturday
10:00 AM – 6:00 PM (IST)

Support requests outside business hours will be addressed on the next working day.

2. Communication Channels

Official support will be provided through:

• Email

• WhatsApp (Official Business Number)

• Scheduled Zoom/Google Meet Calls

We do not provide support through personal social media accounts.

3. Response Time

• Standard Response Time: 24–48 working hours

• Urgent Issues (Ad Account / Website Down): Within 12–24 working hours

Response time may vary during high workload periods.

4. Scope of Support

Support includes:

• Technical assistance related to active services

• Minor updates or corrections

• Campaign monitoring & reporting clarification

Support does NOT include:

• New design requests

• Major website changes

• Additional campaign setup

• Work outside agreed project scope

Such requests will be treated as new paid tasks.

5. Revision Policy

Each project includes a limited number of revisions (as agreed in proposal).
Additional revisions beyond the agreed limit will incur extra charges.

6. Third-Party Platform Issues

We are not responsible for delays, bans, or policy changes made by:

• Meta (Facebook / Instagram)

• Google

• Hosting providers

• Payment gateways

However, we will assist in resolving such issues where possible.

7. Client Responsibility

Clients must:

• Provide required access and materials on time

• Approve work promptly

• Communicate clearly and professionally

Unprofessional behavior may result in termination of support.

8. Termination of Support

Support will be suspended if:

• Payments are overdue

• The service contract has ended

• The client violates agreed terms