Why We Do Support
At the heart of our support is a simple goal: making sure you’re happy and successful with Useberry and its services. Our Team is here to help you with anything you need. Whether it’s a question, concern, or just to say hi, we’re ready to make your experience with us the best it can be. Think of us as your mentors and friends on this journey together!
Our Mantra
At the core of everything we do is a simple mantra: ‘Empathy in Every Interaction.’ This means we approach each interaction with understanding, kindness, and genuine care. We believe in the power of empathy to connect us, recognizing that behind every question or challenge is a unique story. It guides our problem-solving and celebrates successes with you. Our commitment to this mantra ensures that every step in our customer support journey is taken with grace and a focus on making your experience with us the best it can be.
Useberry provides support services under the terms outlined below:
Support Hours
Although we aim to accommodate various time zones, we follow standard support hours to ensure our Team receives adequate breaks and to prevent you from feeling obligated to respond to inquiries around the clock.
Standard Support Hours:
– Monday – Friday: 10:00 AM – 6:00 PM, +2 GMT
– Target response time is within 2 hours of receipt.
During holidays and national days off, Useberry operates with reduced capacity as our team members take time off to celebrate and recharge. This may result in longer response times and delays in resolving inquiries compared to our usual service levels. While we strive to maintain support quality, please understand that our staffing levels are adjusted to balance the need for rest and the demand for assistance.
National Holidays of Greece:
• January 1 – First day of the year
• January 6 – Epiphany
• March 25 – Anniversary of the Greek revolution
• May 1 – Labour day
• August 15 – Feast of the Assumption of the Virgin Mary
• October 28 – “Ohi” day
• December 25 – Christmas day
• December 26 – The day following Christmas
• Whit Monday – moveable (50 days after Orthodox Easter)
• Clean Monday – moveable (48 days before Orthodox Easter)
• Orthodox Easter – moveable (Friday, Saturday, Sunday, Monday)
Please note that our team typically takes its annual summer holidays from August 10th to August 20th. Rest assured, we will keep our communication channels updated, and you will be promptly notified of any changes.
We appreciate your patience and understanding during these periods and assure you that we are committed to addressing your concerns as promptly as possible.
Support Channels
Customers have multiple avenues to connect with us. The Support Team is responsible for addressing all inquiries and issues received through official communication channels. These are:
– Contact Us Form
– Live Chat
– Social media accounts: Facebook, X (formerly Twitter), Linkedin & Instagram
Reporting Occurrences and Customer Collaboration
Customers can report service errors or abnormal behavior (“occurrences”) to Useberry through the channels mentioned earlier. To facilitate support, customers are expected to furnish Useberry with the necessary information and cooperation. This encompasses, but is not limited to, providing the following details to Useberry regarding the occurrence:
– Parts of the service that are inaccessible or experiencing malfunctions.
– The effect of the occurrence on users.
– Commencement time of the occurrence.
– Sequence of actions to replicate the occurrence.
– Pertinent log files or data related to the occurrence.
– Textual content of any error messages associated with the occurrence.
– Any additional pertinent details that contribute to identifying and resolving the occurrence.
Exceptions/Exclusions
Useberry is not obligated to offer support if an occurrence results from:
– Customer’s utilization of the service in a manner not sanctioned by this policy.
– General internet issues, force majeure events, or other factors beyond Useberry’s reasonable control.
– Issues related to Customer’s equipment, software, network connections, or other infrastructure.
– Actions or oversights of third-party systems.
Last updated on June 04, 2024.
