Support Policy

Overview

This Support Policy outlines how Propel Play handles support requests, the channels available to clients and enquirers, expected response timescales, and escalation procedures. It applies to active client engagements and general enquiries directed to Propel Play.

Support Channels

Propel Play provides support and communications through the following channels:

• Email: support@propelplay.com — primary support channel for all enquiries
• Contact Form: Via the website at propelplay.com/contact.php
• Telegram: Direct message support for active clients (handle provided on onboarding)
• Video Call: Scheduled sessions via Zoom or Microsoft Teams for strategy reviews and project meetings
• WhatsApp: Available as a preferred contact method where agreed with the client at onboarding

All support requests are logged and tracked. Email remains the primary reference channel for formal communications.

Business Hours

Propel Play operates primarily during UK business hours:

• Standard Hours: Monday – Friday, 09:00 – 18:00 GMT/BST
• Response Window: Requests received outside business hours will be acknowledged on the next working day
• Bank Holidays: UK public holidays observed; requests received on bank holidays will be addressed on the next working day

For active clients with campaigns requiring time-sensitive support, out-of-hours escalation procedures may be agreed individually as part of the service agreement.

Response Time Targets

The following response time targets apply. These are targets, not contractual guarantees, unless specified in an individual service agreement.

• General Enquiry (new business, website questions): 24–48 business hours
• Active Client — Standard Request: Same business day acknowledgement; resolution within 2–3 business days depending on complexity
• Active Client — Campaign-Critical Issue: Priority response; initial acknowledgement within 4 business hours
• Compliance / Regulatory Concern: Priority response; acknowledged within 4 business hours
• Billing / Invoice Enquiry: Response within 2 business days

Service Request Handling

When submitting a support request, please include:

• Your name, company, and contact details
• A clear description of the issue, request, or question
• The campaign, service, or project reference (if applicable)
• Any relevant screenshots, error messages, or supporting information
• Your preferred response method and urgency level

The more context you provide, the faster we can assist. Vague or incomplete requests may require a follow-up before action can be taken.

Escalation Procedures

If you feel your request has not been addressed satisfactorily or within the stated timescale, you may escalate by:

• Replying to your original email thread and marking it as an escalation
• Sending a follow-up email to support@propelplay.com with "ESCALATION" in the subject line
• Requesting escalation via your assigned account contact if applicable

Escalated requests are reviewed by a senior team member and addressed as a priority. We aim to respond to all escalations within 4 business hours.

Out of Scope

The following are outside the scope of Propel Play's support:

• Technical support for platforms, tools, or software operated by third parties
• Legal or regulatory compliance advice (clients should engage their own legal counsel)
• Support for services or campaigns not contracted with Propel Play
• Gambling or gaming operator player support

Support Policy Updates

This Support Policy may be updated from time to time. Active clients will be notified of material changes. The most recent version is always available at propelplay.com/support-policy.php.