Support Policy

Welcome to the Support Policy page of DIGITALPOLA.COM, Sri Lanka's premier multi-vendor marketplace operated by VDR Internationals (Pvt) Ltd. We are committed to providing you with an exceptional customer experience and ensuring that your inquiries are handled promptly and effectively. Please read this policy carefully to understand our support process.

1. Types of Support

We offer multiple channels of support to assist you with any issues or inquiries related to our platform:

• Email Support: For detailed queries and documentation-related issues.
• Live Chat Support: For quick assistance directly on our website.
• Phone Support: For urgent matters requiring real-time communication.
• Seller Support: You can also contact individual sellers directly for product-specific inquiries through the platform.

2. Support Hours

Our customer support team is available 24 hours a day, 7 days a week, including weekends and public holidays. We are always here to help you, no matter the time or day.

3. Response Times

We strive to respond to all support inquiries as quickly as possible:

• General Inquiries: Within 2–4 hours.
• Urgent Issues: Immediate attention with a response time of less than 1 hour.
• Complex Cases: May take up to 24 hours depending on the nature and complexity of the issue.

4. Escalation Process

If you are not satisfied with the initial response, you can escalate your inquiry:

• Step 1: Request escalation through the same support channel.
• Step 2: Your issue will be assigned to a supervisor or support manager for further review.
• Step 3: Provide detailed information, including any previous correspondence, to help us resolve the issue efficiently.

5. Feedback and Suggestions

We value your feedback as it helps us improve our services:

• Share your experiences or suggestions with our support team.
• Participate in occasional feedback surveys to help us enhance our support processes.

6. Contacting Support

You can reach us through the following channels:

• Email: support@digitalpola.com
• Live Chat: Available 24/7 on www.digitalpola.com

7. Agreement

By using DIGITALPOLA.COM, you agree to the terms of this Support Policy. If you have any questions or concerns, don’t hesitate to contact us—we’re here to help, anytime!