Support Policy

By engaging CIS Agency services, all clients acknowledge and agree to the following support, communication, and complaint handling procedures.

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Official Support Channel

All client requests, concerns, revisions, and complaints must be submitted through Zoho Desk, CIS Agency’s designated support system.

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This ensures:

• Proper documentation of all communication

• Accurate tracking of requests

• Assignment to the appropriate team member

• Internal accountability and review

 

Requests submitted outside of Zoho Desk (including direct emails, phone calls, or messages to team members) are not considered officially received and may not be acted upon until submitted through the system.

 

Responsibility for Submission & Communication

 

The client is responsible for:

• Submitting all requests through Zoho Desk

• Providing clear, complete, and accurate information

• Responding in a timely manner when additional input is required

 

Delays caused by lack of communication, incomplete information, or failure to respond will not be considered a breach of service by CIS Agency. 

 

Scope of Support & Work Requests

 

All support requests are subject to:

• The original Service Agreement

• Defined scope of work

• Current hourly or project rates for out-of-scope work

 

CIS Agency reserves the right to determine whether a request falls within scope or requires additional billing.

 

Third-Party Services & Client-Controlled Accounts

 

CIS Agency does not own, control, or assume liability for third-party services including, but not limited to:

• Email platforms (Google Workspace, Microsoft 365, etc.)

• Hosting providers

• Domain registrars

• External software or integrations

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If a service is created, owned, or managed under the client’s account (including DIY setups), the client assumes full responsibility for:

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• Configuration

• Security

• Compliance

• Ongoing management

 

CIS Agency may assist as a courtesy or paid service, but assumes no liability for errors, interruptions, data loss, or performance issues related to third-party platforms. 

 

Limitation of Liability

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CIS Agency shall not be held liable for:

• Indirect, incidental, or consequential damages

• Loss of business, revenue, or data

• Service interruptions or third-party failures

• Outcomes resulting from client actions, access, or modifications

 

Any liability, if applicable, is limited in accordance with the Terms and Conditions agreed upon in the Service Agreement. 

 

Access & Client Modifications

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If client access is granted to any platform (including website, hosting, or third-party tools), the client assumes full responsibility for any changes made.

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CIS Agency is not liable for:

• Errors or issues caused by client edits

• SEO or performance impact from client changes

• Misuse or misconfiguration of systems

 

Clients are encouraged to seek professional assistance before making technical changes. 

 

Escalation & Internal Review

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All properly submitted concerns are reviewed internally and may be escalated to management when necessary. CIS Agency maintains full discretion over resolution methods in alignment with the Service Agreement.

Acceptance of Terms

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By submitting a request or continuing to use CIS Agency services, the client acknowledges and agrees to this policy, in addition to the full Terms and Conditions outlined in their Service Agreement.