Support Policy Page
HGO Support Policy
1. Purpose
This Support Policy outlines the standards, processes, and commitments for providing technical and customer support to all users of HGO applications and platforms. Our goal is to ensure reliability, quick response, and a positive user experience.
2. Scope
This policy applies to:
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Customers using HGO food, e-commerce, and health-related applications.
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Vendors and partners onboarded onto HGO platforms.
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Internal teams providing operational and technical support.
3. Support Channels
Users can access HGO support through the following:
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Email Support: info@hgohgo.com (business hours)
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In-App Chat: available in all HGO apps
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Phone Support: dedicated helpline (during peak service hours)
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Help Center/Knowledge Base: FAQs, troubleshooting guides, and tutorials
4. Support Hours
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Standard Support: Monday – Friday, 9:00 AM – 6:00 PM (EAT)
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Critical Incident Support: 24/7 coverage for outages, payment failures, or major service disruptions
5. Response & Resolution Times
HGO prioritizes support issues based on severity:
| Priority Level | Description | Target Response Time | Target Resolution Time |
|---|---|---|---|
| Critical (P1) | Platform outage, payment failures, security breach | ≤ 30 minutes | ≤ 4 hours |
| High (P2) | Major feature malfunction impacting many users | ≤ 2 hours | ≤ 1 business day |
| Medium (P3) | Issues affecting individual users (e.g., login, order delays) | ≤ 6 hours | ≤ 3 business days |
| Low (P4) | General inquiries, minor bugs, feature requests | ≤ 24 hours | As scheduled in roadmap |
6. User Responsibilities
To help us resolve issues quickly, users should:
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Provide accurate details (account ID, screenshots, error messages)
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Follow troubleshooting steps provided in the Help Center before raising a ticket
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Keep contact details updated for timely communication
7. Escalation
If a reported issue is not resolved within the specified resolution time:
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The case is escalated to a Senior Support Engineer.
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If unresolved after 48 hours, it is escalated to the Support Manager.
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Business-critical unresolved cases are reported to HGO Leadership Team.
8. Service Monitoring
HGO continuously monitors:
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Platform uptime and reliability (target: 99.5% availability)
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Vendor service performance (delivery, payments, integrations)
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Support team performance against SLA commitments
9. Policy Review
This policy will be reviewed quarterly to ensure alignment with business growth, customer needs, and technology updates.
For more information, visit our website: https://hgohgo.com
