At Mailstrove, we are committed to delivering reliable, responsive, and high-quality support for all our email marketing services. This Support Policy outlines the scope, channels, response times, and terms of our customer support.
Scope of Support
Our support services cover assistance related to:
- Email campaign setup and management
- Email template design and troubleshooting
- List management and segmentation
- Automation workflows and drip campaigns
- Deliverability issues and optimization
- Analytics and reporting guidance
- DPlatform usage and technical assistance
Support Channels
We provide support through the following channels: Email Support:support@mailstrove.com
Support Hours
Our standard support hours are:
- Monday – Friday: 9:00 AM – 6:00 PM (Your Time Zone)
- Weekend Support: Limited or for premium clients only
- Public Holidays: Support may be unavailable or limited
Onboarding & Setup Support
We provide onboarding assistance including:
- Account setup and configuration
- Email platform integration
- Contact list import and segmentation
- Initial campaign setup guidance
Client Responsibilities
To ensure efficient support, clients must:
- Provide accurate and complete information
- Follow email marketing best practices
- Ensure compliance with applicable laws (e.g., consent-based emailing)
- Maintain updated contact lists
- Avoid sending spam or prohibited content
Deliverability Support
We assist with improving email deliverability by:
- Monitoring bounce rates and spam complaints
- Advising on sender reputation
- Recommending authentication (SPF, DKIM, DMARC)
- Providing optimization strategies
Third-Party Integrations
We support integrations with popular platforms; however:
- Issues caused by third-party services may require contacting the respective provider
- We provide guidance but do not control third-party systems
Limitations of Support
Our support does not include:
- Custom development beyond agreed scope
- Content writing or full campaign management (unless part of a package)
- Legal compliance advice
- Troubleshooting issues caused by unauthorized modifications
Premium Support (Optional)
Premium clients may receive:
- Priority response times
- Dedicated account manager
- 24/7 or extended support hours
- Advanced reporting and consultation
Feedback & Improvement
We welcome your feedback to improve our services. You can contact us at: support@mailstrove.com
Policy Updates
We may update this Support Policy at any time. Changes will be reflected with a revised effective date on this page.
