Last updated: February 7, 2026

This Support Policy outlines how SerpTale provides support to clients using our services.
The goal of this policy is to ensure clear communication, efficient resolution, and a smooth working relationship.

Scope of Support

SerpTale provides support related only to the services outlined in an active agreement,
proposal, or statement of work. Support includes:

  • Assistance related to ongoing SEO, paid media, analytics, CRO, design, or automation services
  • Clarification of deliverables and performance reports
  • Technical guidance related to implemented solutions

Any work outside the agreed scope may require additional approval or a separate engagement.

Support Channels

Clients can contact SerpTale support through the following channels:

  • Email: support@serptale.com
  • Project management tools (if applicable)
  • Scheduled calls or meetings (for ongoing clients)

We do not provide support through personal social media accounts.

Support Availability

  • Business Hours: Sunday–Thursday, 10:00 AM – 6:00 PM (GMT / Local Time)
  • Support requests submitted outside business hours will be addressed on the next working day.

Availability may vary based on service tier or contract terms.

Response Time

We aim to respond to support requests within the following timeframes:

  • General inquiries: Within 1–2 business days
  • Active client requests: Within 24 business hours
  • Urgent issues: Prioritized based on severity and impact

Response times are best-effort and not guaranteed unless explicitly stated in a service agreement.

What Is Not Covered

The following are not included under standard support unless agreed upon separately:

  • Requests outside the defined service scope
  • Emergency support or on-demand work outside business hours
  • Third-party platform issues beyond our control
  • Custom development or redesign requests not included in the agreement

Client Responsibilities

To ensure effective support, clients are expected to:

  • Provide accurate and timely information
  • Grant necessary access to tools, platforms, or accounts
  • Review and respond to communications in a reasonable timeframe

Delays in client response may impact timelines or outcomes.

Changes to Support Policy

SerpTale reserves the right to update or modify this Support Policy at any time.
Any changes will be reflected on this page with an updated “Last updated” date.

Contact Information

For support-related questions, please contact:

SerpTale
📧 Email: support@serptale.co