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Customer Support Policy

Customer Support Policy

Effective Date: May 3, 2025

At TikViewer, we are committed to providing our users with the best possible service and support. Our customer support team is here to assist you with any issues or concerns you may have regarding our services. This Customer Support Policy outlines how we provide support, how you can reach us, and the process for resolving issues.

1. How to Contact Us

If you need assistance or have any questions, please reach out to our customer support team. We are available through the following methods:

  • Email Support: You can email us at [Insert Support Email Address]. Our team will respond within 24-48 hours on business days.

  • Phone Support: You can call us at +1 505-962-5424 or (530) 676-2167. We are available Monday to Friday, from 9 AM to 6 PM (PST).

  • Live Chat: For immediate assistance, use our live chat feature on the website. Our support agents are available during business hours.

  • Help Center: Visit our Help Center for articles, FAQs, and troubleshooting guides to help you resolve common issues independently.

2. Response Time

We strive to respond to all support inquiries as quickly as possible. Our response time is as follows:

  • Email Support: Responses within 24-48 hours on business days (Monday to Friday, excluding holidays).

  • Phone Support: If we are unable to answer your call immediately, leave a message, and we will get back to you as soon as possible within the same business day.

  • Live Chat: Instant responses during business hours.

We understand that timely support is critical, and we work hard to ensure that all requests are addressed promptly.

3. Issue Resolution Process

To ensure efficient issue resolution, please follow these steps:

  1. Submit Your Request: Provide as much detail as possible regarding the issue you are facing. Include information like error messages, steps you have taken, and screenshots if possible. The more information you provide, the quicker we can assist you.

  2. Assessment: Our support team will review your request and determine the necessary steps to resolve the issue.

  3. Resolution: We will provide you with a solution or guide you through the necessary steps to resolve the issue. If the issue requires technical escalation, we will forward it to the relevant department and keep you informed about the progress.

  4. Follow-Up: After the issue is resolved, we will follow up to ensure everything is working as expected and that you are satisfied with the solution.

4. Support for Specific Issues

We provide support for a wide range of issues, including:

  • Account-related issues (login problems, password resets, etc.)

  • Billing and subscription inquiries

  • Technical support for using our services

  • Content management (uploading, editing, etc.)

  • General inquiries about features and functionality

For any other issues not listed, please contact us, and we will do our best to assist you.

5. Feedback and Improvement

Your feedback is essential to improving our services. If you have suggestions on how we can enhance our customer support experience, please let us know. We value your input and continuously strive to improve our support systems.

6. Customer Support Hours

Our customer support team is available during the following hours:

  • Monday to Friday: 9:00 AM to 6:00 PM (PST)

  • Saturday and Sunday: Closed (except for urgent issues via live chat)

7. Emergency Support

In case of urgent issues that require immediate attention outside of normal business hours, please contact our support team through the live chat feature on the website. While response times may be slower, we will address your emergency request as quickly as possible.

8. Contact Us

If you have any questions or need further assistance, feel free to reach out to our support team:

TikViewer
Phone: +1 505-962-5424 / (530) 676-2167
Address: 3268 Heights Dr, Shingle Springs, California (CA), 95682