Help & Support Policy

Last updated: April 2025

Contents:

1. Introduction

This Help & Support Policy outlines how AI Marketing Platform provides technical support and assistance to our users. We are committed to helping you maximize the benefits of our AI-powered marketing content generation platform and ensuring you have a positive experience with our services.

This policy applies to all users of AI Marketing Platform, though certain levels of support may vary based on your subscription plan.

2. Support Channels

We offer several channels through which you can access support:

2.1 Email Support

Our primary support channel is email. You can contact our support team at support@aimarketingplatform.app for assistance with any issues or questions. Email support is available to all users.

2.2 Help Center

Our online Help Center contains articles, tutorials, and FAQs designed to help you understand and use our platform effectively. The Help Center is accessible to all users 24/7.

2.3 In-App Support

Users can access support directly from within the platform through the "Help" button available in the dashboard navigation. This provides quick access to our knowledge base and support request form.

3. Response Times

We strive to respond to all support requests as quickly as possible. Expected response times vary based on the urgency of the issue and your subscription plan:

3.1 Standard Support Hours

Our standard support hours are Monday through Friday, 9:00 AM to 5:00 PM Eastern Time (ET), excluding major holidays.

3.2 Response Time Targets

We aim to respond to support requests within the following timeframes during standard support hours:

  • Critical Issues (service unavailable or severely impaired): Within 4 hours
  • High Priority (significant functionality issues): Within 8 hours
  • Medium Priority (minor functionality issues): Within 1 business day
  • Low Priority (general questions, feature requests): Within 2 business days

Please note that these are target response times, not resolution times. Complex issues may take longer to resolve.

4. Scope of Support

Our support team can assist with a wide range of issues related to our platform, including:

4.1 What We Support

  • Account and subscription management
  • Platform functionality and feature questions
  • Technical issues related to our website and services
  • Guidance on using AI features and interpreting results
  • Basic content generation questions and prompting assistance
  • Billing and payment inquiries

4.2 What We Don't Support

  • Custom marketing strategy development or consulting
  • Extensive content editing or writing services
  • Training on general marketing concepts unrelated to our platform
  • Issues with third-party services or applications not directly integrated with our platform
  • Custom development or integration work

5. Self-Help Documentation

We provide comprehensive documentation to help you get the most out of our platform:

5.1 Knowledge Base

Our knowledge base contains articles explaining all features of the platform, common issues, and best practices. We regularly update this documentation to reflect new features and improvements.

5.2 Video Tutorials

We offer a collection of video tutorials demonstrating how to use various aspects of the platform, from basic navigation to advanced prompt engineering techniques.

5.3 AI Marketing Guide

Our AI Marketing Guide provides insights into effective marketing content creation strategies using AI tools. This resource helps you understand how to get the best results from our platform.

6. Feedback and Feature Requests

We value your feedback and suggestions for improving our platform:

6.1 Submitting Feedback

You can submit feedback and feature requests through:

  • The feedback form in your account dashboard
  • Email to feedback@aimarketingplatform.app
  • In-app feedback buttons available throughout the platform

6.2 Feature Request Process

We review all feature requests and consider them for our product roadmap. While we cannot implement every suggestion, we prioritize features based on:

  • Alignment with our platform vision
  • Number of users requesting similar functionality
  • Technical feasibility and resource requirements
  • Overall impact on user experience

We do not provide specific timelines for feature implementation unless they are already on our published roadmap.

7. Changes to This Policy

We may update this Help & Support Policy from time to time to reflect changes in our support offerings, hours, or processes. Any changes will be posted on this page with an updated "Last updated" date.

Significant changes to our support structure will be communicated directly to users via email or in-app notifications.

8. Contact Us

If you have any questions about this Help & Support Policy, please contact us at:

Email: support@aimarketingplatform.app