Customer Support Policy
IC SYSTEMS
Effective Date: January 1, 2024
At Annectsys Inc. dba IC SYSTEMS, we are committed to providing exceptional customer support to ensure that your experience with our products and services is seamless and satisfactory. This Customer Support Policy outlines the key areas of support, our service response times, and how you can contact us for assistance.
1. Contacting Customer Support
If you need help with any of our products or services, please reach out to our customer support team. We are available through the following channels:
- Email Support: support@icsystemsinc.com
- Phone Support: 949 857-6600
- Support Hours: Monday through Friday, 8:00 AM to 3:00 PM PST
Our support team will respond to your inquiry as soon as possible, typically within 1-2 business days.
2. Scope of Support
We offer customer support for the following areas:
- Product Information: Assistance with understanding product features and specifications.
- Technical Support: Help troubleshooting technical issues with our hardware or software products.
- Order and Shipping Inquiries: Assistance with questions regarding your order status, shipping, and delivery.
- Billing and Payments: Help resolving issues related to invoices, payment processing (including Stripe payments), and refunds.
- Warranty Claims: Support for initiating a warranty claim or obtaining repair or replacement of defective products.
3. Technical Support Process
To help us assist you effectively, please provide the following information when contacting us for technical support:
- Product name and model number
- Detailed description of the issue, including any error messages
- Steps taken to try to resolve the issue
- Date of purchase (if applicable)
We will work with you to diagnose and resolve the issue as quickly as possible. If additional troubleshooting steps or a product return is necessary, our team will provide instructions on how to proceed.
4. Response Times
We strive to respond to all customer inquiries within the following timeframes:
- General Inquiries: 1-2 business days
- Technical Support: Initial response within 1 business day. Resolution times may vary depending on the complexity of the issue.
- Warranty Claims: Initial assessment within 2 business days. Processing of the claim may take longer depending on the product issue.
5. Returns and Refunds
If you are not satisfied with your purchase and need to return a product, please refer to our Returns and Refunds policy. To initiate a return, contact our support team at [Insert Support Email] with your order details.
We accept returns within 30 days of purchase, provided the product is in its original condition and packaging. Refunds will be processed within 7-10 business days after we receive and inspect the returned product.
6. Escalation Process
If you are not satisfied with the resolution provided by our customer support team, you may escalate the issue to our management team. Please send an email to [Insert Escalation Email] with the details of your inquiry, and a senior representative will review your case.
7. Privacy and Security
Your privacy is important to us. Any personal or payment information you provide during your interaction with customer support will be handled in accordance with our Privacy Policy. We ensure that your data is protected and not shared with third parties unless necessary to resolve your inquiry or issue.
8. Updates to This Policy
We may update this Customer Support Policy from time to time to reflect changes in our services or to comply with legal requirements. Any updates will be posted on our website, and it is your responsibility to review this policy periodically.
9. Contact Information
For any questions or concerns regarding this Customer Support Policy, please reach out to us at:
Annectsys Inc. dba GRIDlink Technologies
Irvine, CA. USA
949 857-6600
support@gridlinktechnologies.com