Customer Support Policy

Effective Date: January 1 2025

1. Introduction

At ROC.PH Digital Marketing Services, we are committed to providing exceptional customer support while aligning with company policies and applicable laws. This Customer Support Policy outlines our approach to ensuring transparency, professionalism, and customer satisfaction. All customers of ROC.PH Digital Marketing Services will have access to a dedicated support team that is here to assist with any inquiries, issues, or concerns.

2. Scope of Customer Support

Our customer support services cover the following:

  • Website Maintenance and Support
  • Website Redesign
  • Social Media Content Creation and Management
  • Graphic Design Services
  • Technical Assistance for Website Issues
  • Project Manager Access

3. Hours of Operation

Our support team is available to assist customers during the following hours:

  • Monday to Friday: 8:00 AM – 5:00 PM (Philippine Standard Time)
  • Excluding holidays: No customer support services will be available during national holidays.

4. Communication Channels

Customers can reach our support team through the following methods:

  • Email Support: Customers can email us at [[email protected]] for any concerns or queries.
  • Facebook Messenger: A dedicated Facebook Messenger group chat will be available for direct and real-time support.
  • Support Ticket System: Customers can submit support tickets through our website at [https://roc.ph/my-account/support-tickets/].

5. Response Time

We aim to respond to all customer inquiries as quickly as possible:

  • Initial response: Within 24 hours on business days for email and ticket support.
  • Follow-up and resolution: The resolution of customer inquiries or issues will vary based on the complexity of the request. For most issues, the turnaround time will be:
    • Up to 5 business days for initial drafts and revisions for website maintenance and graphic design tasks.
    • Up to 10 business days for plugin or theme adjustments.
    • Custom timelines for more complex or unique issues, which may require third-party intervention (e.g., plugin developers).

6. Service Expectations and Guarantees

We are dedicated to providing high-quality services as outlined in our service agreements. Our guarantees include:

  • Unlimited revisions until final approval for website redesigns and graphic design services.
  • Regular updates and maintenance of WordPress core, plugins, themes, and security checks for all website maintenance services.
  • Access to project management tools to track project progress and milestones.
  • Transparency in service fees as stated in our price lists and proposals.

7. Customer Rights and Responsibilities

Customers are entitled to:

  • Timely responses and efficient handling of inquiries or technical issues.
  • Full access to agreed-upon services and deliverables as outlined in the service agreement.
  • Respectful and professional treatment from our support team at all times.

Customers are responsible for:

  • Providing accurate and complete information regarding issues or service requests.
  • Ensuring that all necessary approvals and materials (e.g., logos, content) are provided in a timely manner to avoid delays.
  • Ensuring that their account information and billing details are up-to-date.

8. Confidentiality and Data Protection

We take the protection of your personal information and data seriously. ROC.PH Digital Marketing Services is committed to:

  • Adhering to the Data Privacy Act of 2012 (Republic Act No. 10173) and other applicable privacy laws in the Philippines.
  • Maintaining strict confidentiality regarding any business or personal information shared with us during the course of providing services.
  • Taking reasonable measures to protect customer data from unauthorized access, disclosure, alteration, or destruction.

9. Dispute Resolution and Complaints

In the event of any dissatisfaction with our services or customer support:

  • First Step: Contact our customer support team via email or support ticket.
  • Second Step: If the issue is not resolved, the customer may request to escalate the matter to a senior representative or management.
  • Final Step: If the dispute cannot be resolved amicably, either party may pursue legal action under the relevant laws of the Philippines.

10. Legal Compliance

We operate in full compliance with the following laws and regulations:

  • Data Privacy Act of 2012 (Republic Act No. 10173): Ensuring the security of personal and sensitive customer information.
  • Labor Code of the Philippines: Ensuring fair and lawful treatment of employees who handle customer support.
  • Consumer Protection Act: Ensuring that our customers’ rights are protected, and they receive services in a timely and satisfactory manner.

11. Changes to the Policy

ROC.PH Digital Marketing Services reserves the right to amend or update this policy at any time, with notification sent to all active customers. Any changes will be communicated to customers through email or through updates posted on our website.

12. Contact Us

For any inquiries, suggestions, or concerns about this policy or our services, please contact our customer support team:

Thank you for choosing ROC.PH Digital Marketing Services. We value your business and are here to support you every step of the way!

This policy ensures that customer support is consistently reliable, professional, and in alignment with our core values and legal obligations.

 
4o mini
You said:
any risk and law implications?
ChatGPT said:

Yes, there are several risks and legal implications to consider when establishing a Customer Support Policy for ROC.PH Digital Marketing Services. Below are key risks and law-related considerations:

1. Compliance with Data Privacy Laws

Risk: The biggest legal risk is failing to comply with data protection laws, particularly the Data Privacy Act of 2012 (Republic Act No. 10173). If personal or sensitive customer data is mishandled or improperly accessed, ROC.PH could face significant penalties and reputational damage.

Implication:

  • Fines: Non-compliance with data protection rules can lead to fines of up to Php 5 million, depending on the severity of the violation.
  • Civil Liability: Affected customers can file lawsuits for damages.
  • Reputation Damage: Breaching customer data privacy could severely damage trust in ROC.PH, leading to loss of clients and market share.

Action: Ensure that customer data is stored securely, access is limited to authorized personnel, and that any personal or sensitive information is handled with full confidentiality. Staff should be trained regularly on data protection best practices.

2. Non-Compliance with Consumer Protection Laws

Risk: There are risks associated with failing to meet the standards set forth by the Consumer Protection Act and other consumer protection laws. If customer complaints are not addressed within reasonable timelines, or if products/services fail to meet expected standards, ROC.PH may be accused of misleading or unfair business practices.

Implication:

  • Fines and Penalties: Non-compliance could lead to fines or other enforcement actions from regulatory bodies like the Department of Trade and Industry (DTI).
  • Lawsuits: Customers may sue for breach of contract or poor service if they feel the service was misrepresented or if the business did not honor its terms and conditions.

Action: Ensure clear communication about services, timelines, and customer rights. Adhere to all commitments regarding service quality and delivery times. Make sure contracts or agreements are transparent and fair.

3. Employment Law and Labor Relations

Risk: If customer support staff are not properly compensated or if work hours are not in compliance with Philippine labor laws, ROC.PH may be at risk for labor-related complaints, such as underpayment, overwork, or unfair treatment.

Implication:

  • Legal Claims: Employees may file complaints with the Department of Labor and Employment (DOLE) if their rights under the Labor Code of the Philippines are violated.
  • Penalties: Violations can result in back pay, fines, or other legal consequences.

Action: Ensure that all customer support staff are properly compensated, receive benefits, and are treated fairly in accordance with the Labor Code. Establish clear policies around working hours, breaks, overtime, and paid time off.

4. Service Level Agreements (SLA) Violations

Risk: Failing to meet the service standards or timelines outlined in your Customer Support Policy could lead to legal implications under the Civil Code of the Philippines regarding breach of contract. If a customer feels that agreed-upon timelines or quality standards were not met, they may pursue claims for breach of contract or damages.

Implication:

  • Breach of Contract: Legal disputes can arise if ROC.PH is unable to meet commitments for service response times, revisions, or delivery.
  • Customer Disputes: Failing to resolve service issues quickly can lead to customer dissatisfaction, potentially resulting in public complaints or negative reviews.

Action: Establish realistic timelines in contracts and agreements. If a delay is anticipated, communicate this in advance to clients and ensure appropriate remedies are in place to address delays.

5. Warranty and Liability

Risk: If customers claim that the services provided were defective or incomplete, ROC.PH could be held liable for warranty claims or damages. Even though services are generally not subject to the same type of warranties as physical goods, there are still risks if service quality is not guaranteed or clear terms are not set.

Implication:

  • Legal Liability: ROC.PH could be liable for fixing mistakes, completing unfinished work, or compensating for losses caused by a service failure.
  • Reputation Damage: Negative feedback from unhappy customers can harm the company’s image, resulting in the loss of future business opportunities.

Action: Clearly define the scope of services, limits of liability, and warranties in contracts. Set up a fair dispute resolution process to address customer complaints efficiently and professionally.

6. Intellectual Property and Content Ownership

Risk: If the intellectual property (IP) rights related to design, content, or websites are not clearly defined, disputes can arise between ROC.PH and customers regarding ownership of the work produced.

Implication:

  • Intellectual Property Disputes: Customers may claim ownership of the work they paid for, leading to legal action for the return of materials, or misuse of content.
  • Loss of Control over Content: If there’s ambiguity about who owns the content or designs, ROC.PH may not be able to use the work for its own promotional purposes.

Action: Clearly state in contracts and service agreements that IP rights and ownership of content (e.g., website design, graphics) belong to the customer upon full payment. Set specific terms around usage and licensing of any materials created.

7. Force Majeure and Unforeseen Circumstances

Risk: ROC.PH may face situations that prevent it from fulfilling its support commitments, such as natural disasters, power outages, or sudden system failures.

Implication:

  • Legal Disputes: Failure to deliver on services or meet timelines due to force majeure events may lead to claims from customers for breach of contract.

Action: Include a force majeure clause in contracts to protect ROC.PH from liability in situations beyond its control. Make sure customers are informed of potential delays and disruptions during exceptional events.

Conclusion

To mitigate these risks and legal implications, it is critical to:

  • Regularly review and update customer support processes to ensure compliance with applicable laws.
  • Maintain clear and transparent communication with customers regarding services, timelines, and their rights.
  • Ensure that employees and contractors are well-trained on legal matters related to customer support and privacy.
  • Have robust contracts, clear service level agreements, and effective dispute resolution mechanisms in place to protect the business and maintain trust with clients.

By addressing these concerns proactively, ROC.PH can minimize legal risks and create a more reliable and trustworthy customer experience.

 
4o mini
You said:
Please update policy
ChatGPT said:

Here’s the updated Customer Support Policy for ROC.PH Digital Marketing Services, incorporating the risks and legal considerations we discussed:

Customer Support Policy for ROC.PH Digital Marketing Services

Effective Date: [Insert Date]

1. Introduction

At ROC.PH Digital Marketing Services, we are committed to delivering exceptional customer support in full compliance with applicable laws and regulations. This policy ensures that our customer support practices are transparent, fair, and aligned with both our internal policies and legal requirements.

2. Scope of Customer Support

Our customer support covers the following services:

  • Website Maintenance and Support
  • Website Redesign
  • Social Media Content Creation and Management
  • Graphic Design Services
  • Technical Assistance for Website Issues
  • Project Manager Access

3. Hours of Operation

  • Monday to Friday: 8:00 AM – 5:00 PM (Philippine Standard Time)
  • Excluding holidays: No customer support services are available during national holidays.

4. Communication Channels

Customers can reach our support team via:

5. Response Time

  • Initial response: Within 24 hours on business days for email and ticket support.
  • Resolution time:
    • Up to 5 business days for website redesign and graphic design revisions.
    • Up to 10 business days for plugin or theme adjustments.
    • Longer timelines may apply for third-party assistance.

6. Service Expectations and Guarantees

  • Unlimited revisions for website redesigns and graphic design services.
  • Regular updates for WordPress core, plugins, themes, and security checks in maintenance packages.
  • Transparency regarding service fees, timelines, and deliverables.

7. Customer Rights and Responsibilities

  • Customer rights:
    • Access to timely responses and resolution of service issues.
    • Full access to services and deliverables as per agreements.
    • Respectful and professional interaction with support staff.
  • Customer responsibilities:
    • Provide accurate and complete information for issues and service requests.
    • Timely approval of content or materials to avoid project delays.
    • Ensure up-to-date account and billing information.

8. Confidentiality and Data Protection

ROC.PH adheres to the Data Privacy Act of 2012 (Republic Act No. 10173) to protect customer data:

  • Customer data will be kept confidential and secure.
  • Access is limited to authorized personnel only.
  • Customers will be notified in case of data breaches or security incidents.

9. Dispute Resolution and Complaints

  • Step 1: Contact customer support via email or support ticket.
  • Step 2: Request escalation to senior representatives if the issue remains unresolved.
  • Step 3: If the issue persists, legal action may be taken under applicable Philippine laws, including the Consumer Protection Act and Labor Code.

10. Legal Compliance

ROC.PH complies with all relevant laws, including:

  • Data Privacy Act of 2012: Protecting personal data and ensuring its security.
  • Consumer Protection Act: Ensuring that our services meet agreed standards and customers’ rights are upheld.
  • Labor Code of the Philippines: Ensuring fair labor practices for our customer support team.
  • Civil Code of the Philippines: Protecting both parties in the event of service delivery failure.

11. Service Level Agreements (SLAs)

In cases where service delivery timelines or quality standards are not met:

  • Customers may claim damages under the Civil Code if it is proven that ROC.PH did not fulfill agreed terms.
  • Force majeure: In cases of unforeseen events (e.g., natural disasters), ROC.PH will not be held liable for delays and will communicate this to customers promptly.

12. Intellectual Property and Content Ownership

  • Website designs and graphic content created by ROC.PH will belong to the customer upon full payment, as outlined in service agreements.
  • Licensing: ROC.PH retains the right to use non-sensitive work created for promotional purposes, unless otherwise stated in the contract.

13. Warranty and Liability

While ROC.PH strives to meet the highest service standards, we do not provide warranties for content and designs that have been altered by the customer or third parties after delivery.

  • Liability: ROC.PH is not liable for damages resulting from customer changes or third-party interventions.
  • Dispute Resolution: Customers may request revisions or issue complaints under the terms set forth in service agreements.

14. Force Majeure

ROC.PH will not be liable for delays or failure in service delivery caused by circumstances beyond our control, including but not limited to:

  • Natural disasters
  • Power outages
  • Internet disruptions
  • System failures

15. Updates to This Policy

ROC.PH reserves the right to update or amend this policy. Customers will be notified of any changes via email or through updates posted on our website.

16. Contact Us

For inquiries or concerns, please contact us at:

This updated policy ensures that ROC.PH Digital Marketing Services provides reliable, law-compliant customer support while mitigating risks related to legal liabilities, data protection, and customer service standards.

 
4o mini
You said:
Add Live Chat and AI Chatbot, Knowledge Base
ChatGPT said:

Here’s the updated Customer Support Policy for ROC.PH Digital Marketing Services, including Live Chat, AI Chatbot, and Knowledge Base:

Customer Support Policy for ROC.PH Digital Marketing Services

Effective Date: [Insert Date]

1. Introduction

At ROC.PH Digital Marketing Services, we are committed to delivering exceptional customer support in full compliance with applicable laws and regulations. This policy ensures that our customer support practices are transparent, fair, and aligned with both our internal policies and legal requirements.

2. Scope of Customer Support

Our customer support covers the following services:

  • Website Maintenance and Support
  • Website Redesign
  • Social Media Content Creation and Management
  • Graphic Design Services
  • Technical Assistance for Website Issues
  • Project Manager Access
  • Live Chat and AI Chatbot
  • Knowledge Base Access

3. Hours of Operation

  • Monday to Friday: 8:00 AM – 5:00 PM (Philippine Standard Time)
  • Excluding holidays: No customer support services are available during national holidays.

4. Communication Channels

Customers can reach our support team via:

  • Email: [[email protected]]
  • Facebook Messenger: A dedicated group chat for real-time support.
  • Support Ticket System: Submit support tickets at [https://roc.ph/my-account/support-tickets/].
  • Live Chat: Available on the ROC.PH website for instant assistance.
  • AI Chatbot: Available 24/7 on the website to assist with common inquiries, troubleshooting, and service requests.
  • Knowledge Base: Access to a self-help resource for common questions, troubleshooting steps, and service guides.

5. Response Time

  • Initial response: Within 24 hours on business days for email and ticket support.
  • Live Chat and AI Chatbot: Instant replies for immediate inquiries. If the AI chatbot cannot assist, an escalation to a human representative will be provided.
  • Resolution time:
    • Up to 5 business days for website redesign and graphic design revisions.
    • Up to 10 business days for plugin or theme adjustments.
    • Longer timelines may apply for third-party assistance.

6. Service Expectations and Guarantees

  • Unlimited revisions for website redesigns and graphic design services.
  • Regular updates for WordPress core, plugins, themes, and security checks in maintenance packages.
  • Transparency regarding service fees, timelines, and deliverables.
  • AI Chatbot Assistance: The AI chatbot will assist with frequently asked questions, status inquiries, troubleshooting, and providing updates on ongoing tasks.

7. Customer Rights and Responsibilities

  • Customer rights:
    • Access to timely responses and resolution of service issues.
    • Full access to services and deliverables as per agreements.
    • Respectful and professional interaction with support staff.
  • Customer responsibilities:
    • Provide accurate and complete information for issues and service requests.
    • Timely approval of content or materials to avoid project delays.
    • Ensure up-to-date account and billing information.
    • Review and use the Knowledge Base for quick resolutions before contacting support.

8. Confidentiality and Data Protection

ROC.PH adheres to the Data Privacy Act of 2012 (Republic Act No. 10173) to protect customer data:

  • Customer data will be kept confidential and secure.
  • Access is limited to authorized personnel only.
  • Customers will be notified in case of data breaches or security incidents.

9. Dispute Resolution and Complaints

  • Step 1: Contact customer support via email, live chat, or support ticket.
  • Step 2: Request escalation to senior representatives if the issue remains unresolved.
  • Step 3: If the issue persists, legal action may be taken under applicable Philippine laws, including the Consumer Protection Act and Labor Code.

10. Legal Compliance

ROC.PH complies with all relevant laws, including:

  • Data Privacy Act of 2012: Protecting personal data and ensuring its security.
  • Consumer Protection Act: Ensuring that our services meet agreed standards and customers’ rights are upheld.
  • Labor Code of the Philippines: Ensuring fair labor practices for our customer support team.
  • Civil Code of the Philippines: Protecting both parties in the event of service delivery failure.

11. Service Level Agreements (SLAs)

In cases where service delivery timelines or quality standards are not met:

  • Customers may claim damages under the Civil Code if it is proven that ROC.PH did not fulfill agreed terms.
  • Force majeure: In cases of unforeseen events (e.g., natural disasters), ROC.PH will not be held liable for delays and will communicate this to customers promptly.

12. Intellectual Property and Content Ownership

  • Website designs and graphic content created by ROC.PH will belong to the customer upon full payment, as outlined in service agreements.
  • Licensing: ROC.PH retains the right to use non-sensitive work created for promotional purposes, unless otherwise stated in the contract.

13. Warranty and Liability

While ROC.PH strives to meet the highest service standards, we do not provide warranties for content and designs that have been altered by the customer or third parties after delivery.

  • Liability: ROC.PH is not liable for damages resulting from customer changes or third-party interventions.
  • Dispute Resolution: Customers may request revisions or issue complaints under the terms set forth in service agreements.

14. Force Majeure

ROC.PH will not be liable for delays or failure in service delivery caused by circumstances beyond our control, including but not limited to:

  • Natural disasters
  • Power outages
  • Internet disruptions
  • System failures

15. Knowledge Base

ROC.PH provides customers with access to a Knowledge Base that includes articles, FAQs, and troubleshooting guides. The Knowledge Base is available 24/7 on the ROC.PH website and can help customers quickly resolve common issues without needing to contact support.

16. Updates to This Policy

ROC.PH reserves the right to update or amend this policy. Customers will be notified of any changes via email or through updates posted on our website.

17. Contact Us

For inquiries or concerns, please contact us at: