Service Issue Resolution Policy

Last Updated: July 8, 2025

At Oncall Support, located in Christchurch, New Zealand, we are dedicated to providing exceptional IT Support, Marketing, SEO, and Social Media Marketing services. Our goal is your complete satisfaction. As our services are digital and not physical products, this policy outlines how we address concerns or dissatisfaction with the services delivered, rather than a traditional “return.”

Our Commitment to Your Satisfaction

We strive to deliver high-quality results and build lasting client relationships. If you are not satisfied with a specific service or its delivery, we encourage you to contact us immediately so we can work towards a resolution.

Reporting a Service Issue

If you are not happy with a delivered project or an aspect of our service, you must notify us within 14 days after the delivery of the project or service milestone.

To report an issue, please contact us by:

Emailing us at: support@oncallsupport.co.nz
Calling us at: 027 777 7728

When contacting us, please provide:

Your project or service reference number.
A clear and detailed description of the issue or your dissatisfaction.
Any supporting documentation or examples.

Our Resolution Process

Upon receiving your service issue report within the 14-day timeframe, we will follow these steps:

Acknowledgement: We will acknowledge receipt of your report within 1-2 business days.
Review & Investigation: Our team will thoroughly review the reported issue, compare it against the agreed-upon scope of work, and investigate the cause of your dissatisfaction. This may involve internal discussions and further communication with you to gather more details.
Proposed Solution: Within a reasonable timeframe (typically 3-7 business days, depending on complexity), we will propose a solution. This may include:
- Corrections or Revisions: Performing additional work, revisions, or adjustments to the delivered service at no extra cost, to meet the agreed-upon specifications and your reasonable expectations.
- Partial Refund: In cases where correction is not feasible or appropriate, and depending on the extent of the unfulfilled service and our Refund Policy (specifically excluding marketing spend and services already rendered), a partial refund may be considered.
- Service Credit: Offering a credit for future services with Oncall Support.
Implementation: Once a solution is agreed upon, we will proceed with its implementation in a timely manner.

Limitations and Exclusions

Please note the following:

Timely Notification is Crucial: Issues reported after the 14-day timeframe from project delivery will not be eligible for resolution under this policy.
Scope Deviations: Our commitment to correction applies to services that do not meet the agreed-upon project scope or quality standards as defined in our initial agreement. Requests for additional features or changes outside the original scope may incur additional charges.
Marketing Expenses are Non-Refundable: As stated in our Refund Policy, any amounts spent on third-party advertising, ad placements, tools, software, or other direct marketing expenses are strictly non-refundable. This policy focuses on the performance of our services, not the recouping of external marketing costs.
Client Input & Delays: If issues arise due to a lack of timely or accurate information, approvals, or content provided by the client, these may affect our ability to rectify the situation within standard timeframes or may fall outside the scope of free correction.

Third-Party Products & Services

For hardware, software licenses, or services sourced from third parties on your behalf:

Any issues with these items are subject to the warranty and support policies of the respective third-party vendors.
We will assist you in liaising with the third party; however, ultimate resolution (e.g., replacement, repair, or refund) is at the third party’s discretion and subject to their terms.

Contact Us

Your satisfaction is important to us. If you have any questions about this Service Issue Resolution Policy, please don’t hesitate to contact us.

Oncall Support | Christchurch | support@oncallsupport.co.nz | 027 777 7728 | www.oncallsupport.co.nz