Support Policy

Last updated: July 14, 2025

1. Support Scope

AlpacaShoPro provides support for:

• Platform Technical Issues: Registration system, payment processing, account access

• Communication Facilitation: Assisting with organizer-participant communication

• Account Management: Profile updates, password resets, account settings

• Platform Navigation: How-to guidance for using AlpacaShoPro features

Note: Event-specific questions, refunds, and event content are handled by individual event organizers.

2. Support Channels

We provide support through the following channels:

• Email Support: info@alpacashopro.com

• Contact Form: Available on our website

• Help Documentation: Self-service resources and guides

• FAQ Section: Common questions and answers

3. Service Level Agreements (SLA)

Our response times vary based on the type and priority of your inquiry:

4. Business Hours

Our support team operates during the following hours:

• Monday - Friday: 9:00 AM - 5:00 PM PST

• Weekends: Limited support (critical issues only)

• Holidays: Reduced support hours

Inquiries received outside business hours will be addressed on the next business day. Critical platform outages may receive attention outside normal hours.

5. Issue Priority Classification

6. Effective Support Requests

To help us provide the best support, please include:

• Clear subject line describing the issue type

• Detailed description of the problem or question

• Steps to reproduce the issue (if applicable)

• Account information (email address, registration numbers)

• Browser and device information for technical issues

• Screenshots or error messages when relevant

7. What We Don't Support

The following items are outside our support scope:

• Event Content: Questions about specific event details, schedules, or materials

• Refund Decisions: Refund eligibility and processing (handled by organizers)

• Event Cancellations: Event scheduling and cancellation decisions

• Organizer Disputes: Content or policy disputes with event organizers

• Third-party Integrations: Issues with external tools or services

For these issues, we can help facilitate communication with the appropriate party.

8. Escalation Process

If you're not satisfied with the initial response:

• Reply to the original support ticket with additional details

• Request escalation to a senior support representative

• We will review and respond within 1-2 business days

• Final escalation to management if needed

9. Service Limitations

Please note the following limitations:

• Platform Facilitator Role: We facilitate connections but don't control event content or policies

• Business Hours: Response times may be longer during weekends and holidays

• Third-party Dependencies: Some issues may require coordination with external services

• Legal Matters: We cannot provide legal advice or represent users in disputes

10. Contact Information

For all support inquiries:

• Email: info@alpacashopro.com

• Response Time: See SLA table above based on issue type

• Business Hours: Monday-Friday, 9:00 AM - 5:00 PM PST

11. Feedback and Improvement

We value your feedback on our support quality:

• You'll receive a follow-up email after your issue is resolved

• Rate your support experience and provide comments

• Suggest improvements to our support process

• Help us improve our documentation and resources

This policy is part of our overall Terms of Service and should be read in conjunction with our Refund Policy.