Great, with the specific details you’ve provided, here's a tailored support policy for Ominaz Online Shopping:

Ominaz Online Shopping Support Policy

1. Introduction

1.1 Purpose
This support policy outlines the procedures and guidelines for providing support to both customers and vendors on the Ominaz Online Shopping platform. It is designed to ensure smooth operations, high customer satisfaction, and effective vendor management.

1.2 Scope
The policy covers technical support, account management, transaction disputes, and general inquiries related to Ominaz Online Shopping.

2. Support Channels

2.1 Customer Support

• Email Support: For all support requests, please contact us at support@ominaz.com.
• Live Chat: Available on our website ominaz.com during business hours.
• Phone Support: Reach us at +8801511291696 during business hours.

2.2 Vendor Support

• Dedicated Vendor Portal: Vendors can access support through the dedicated vendor portal on our website.
• Email Support: Vendor-specific inquiries can be directed to support@ominaz.com.
• Live Chat: Available during business hours.

3. Response Times

3.1 General Inquiries

• Email: Response within 24 hours.
• Live Chat: Immediate assistance during business hours.
• Phone: Immediate assistance during business hours.

3.2 Technical Issues

• Critical Issues: Response within 2 hours, resolution within 24 hours.
• Non-Critical Issues: Response within 24 hours, resolution within 3 business days.

3.3 Vendor Issues

• Account Setup and Configuration: Response within 24 hours.
• Technical Support: Response within 24 hours, resolution within 3 business days.

4. Support Procedures

4.1 Issue Reporting

• Customers: Report issues through the support channels listed above.
• Vendors: Report issues via the vendor portal or the dedicated vendor support email.

4.2 Issue Tracking

• Ticket System: All support requests will be logged and tracked through our ticketing system.
• Updates: Regular updates will be provided on the status of requests.

4.3 Escalation Process

• Initial Review: Issues are reviewed by the support team.
• Escalation: Unresolved issues will be escalated to senior support staff or management as needed.

5. Common Support Issues

5.1 Technical Support

• Website Functionality: Issues related to site features, bugs, or performance.
• Account Access: Problems with logging in, password resets, or account setup.

5.2 Transaction Support

• Order Issues: Problems with order processing, payments, or refunds.
• Disputes: Handling disputes between buyers and vendors.

5.3 Vendor Management

• Onboarding: Assistance with the onboarding process for new vendors.
• Performance Issues: Support related to vendor performance metrics or compliance.

6. Support Hours and Availability

6.1 Standard Hours

• Customer Support: Available Monday to Friday, from 9:00 AM to 6:00 PM.
• Vendor Support: Available Monday to Friday, from 9:00 AM to 6:00 PM.

6.2 Emergency Support

• Critical Issues: Available outside of standard hours if necessary.

7. Responsibilities

7.1 Customer Responsibilities

• Provide accurate and complete information when reporting issues.
• Follow the outlined procedures for reporting and tracking issues.

7.2 Vendor Responsibilities

• Maintain up-to-date contact information.
• Ensure compliance with Ominaz Online Shopping policies and guidelines.

8. Policy Review and Updates

8.1 Review Frequency

• This support policy will be reviewed annually to ensure its effectiveness.

8.2 Updates

• Updates to the policy will be communicated via email and website notifications.

9. Contact Information

Support

• Email: support@ominaz.com
• Phone: +8801511291696

General Inquiries

• Email: info@ominaz.com

Office Address

• House No: 06, Road No: 04, Senpara Porbota, Kafrul, Mirpur-10, Dhaka, Bangladesh

For any questions or additional information, please do not hesitate to contact us through the channels provided above.