Effective Date: 09th September 2023
At Apollo Fruit Products, we are committed to providing exceptional support to our valued suppliers who engage with our general manufacturing and trade or retail supplier services for fruits and vegetables products, including sauces, vinegar, pickles, juices, and related items (collectively referred to as “Products”). This Support Policy (“Policy”) outlines our commitment to assisting Suppliers and sets forth the guidelines for accessing our support services.
1. Support Channels
1.1. Communication: Suppliers may reach out to our support team through the following channels:
Email: productsapollofruit@gmail.com
Phone: 8100365728
1.2. Operating Hours: Our support team operates during regular business hours [Insert Business Hours] and is available [Insert Days of the Week]. Responses to inquiries submitted outside these hours may be delayed until the next business day.
2. Types of Support
2.1. General Inquiries: Suppliers may contact our support team for general inquiries, information requests, and assistance with account-related matters.
2.2. Order Management: Suppliers can seek support for order-related issues, including order status, modifications, and cancellations.
2.3. Technical Support: If Suppliers encounter technical issues related to our online portal or other digital platforms, our support team is available to provide assistance.
3. Response Times
3.1. Response Time: We are committed to responding to all support inquiries within 24 hrs during our regular business hours. Response times may vary based on the complexity and nature of the request.
4. Escalation Procedures
4.1. Tiered Support: Our support team follows a tiered approach to handling inquiries. If an issue cannot be resolved by the initial support representative, it may be escalated to a higher-tier support specialist for further assistance.
4.2. Escalation Contact: In cases where Suppliers believe their inquiry has not been adequately addressed, they may request escalation to a supervisor or manager. The contact details for escalation will be provided upon request.
5. Feedback and Improvement
5.1. Feedback: We value feedback from our Suppliers. If you have suggestions for improving our support services or encounter any issues with our support, please let us know.
5.2. Continuous Improvement: We regularly review and enhance our support processes to ensure the highest level of service quality.
6. Limitations
6.1. Scope of Support: While we strive to provide comprehensive support, there may be limitations to the types of assistance we can offer, especially for issues that fall outside the scope of our services.
6.2. Third-Party Services: We may not provide support for third-party services or products used by Suppliers in conjunction with our services.
7. Contact Us
If you require support or have any questions about our Support Policy, please reach out to our support team through one of the provided channels.
By using our support services, you acknowledge that you have read, understood, and agreed to the terms and guidelines outlined in this Support Policy. We are dedicated to delivering outstanding support to our Suppliers and are here to assist you with your needs related to Apollo Fruit Products. Thank you for choosing us as your supplier.