Support Policy
Last updated: [April 2025]
1. Our Commitment
At Visionary X, we aim to provide fast, helpful, and transparent support to all clients.
While our systems are designed to be self-running, we understand that questions come up — and we’re here to help.
2. Support Availability
Our support operates Monday to Friday, 9:00 AM to 5:00 PM (UK time), excluding public holidays.
Outside of these hours, you can submit a request via email and we’ll respond as soon as possible on the next business day.
3. Channels of Support
You can reach us through:
Email: [email protected].
Help Centre: 24/7 access to guides and resources (link once live)
Paid Support Sessions: For hands-on help, book a 1:1 session via your dashboard (if applicable)
4. What’s Included
All clients receive:
Basic technical support
Guidance on using our system
Troubleshooting for active campaigns or platform issues
5. What’s Not Included
Unless part of a paid support plan, we do not offer:
Custom campaign creation
Graphic design or content writing
Third-party platform troubleshooting (e.g., Meta Ads, Gmail issues)
6. Response Times
We aim to respond to all inquiries within 1–2 business days.
Priority is given to active system issues and clients on paid plans.
7. Escalation
If your issue remains unresolved or urgent, please mention “ESCALATE” in your subject line and our team will prioritize it accordingly.
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