Effective Date: September 1, 2025
Last Updated: September 1, 2025
At Anguler, we pride ourselves on offering not only high-impact PR and digital credibility services but also a seamless client support experience. This Support Policy outlines how we provide assistance, the scope of support, service levels, responsibilities, and client expectations. By engaging with Anguler, you agree to the terms described in this policy.
1. Introduction
Support is a critical part of our commitment to building long-term trust with clients. Whether you engage us for Google Knowledge Panel (GKP) services, media placements, online reputation management (ORM), or personal branding, you deserve reliable, timely, and transparent assistance. This policy sets out how support is delivered, what is included, and how to reach us.
2. Scope of Support
Our support covers the following:
- General Guidance
- Information about services, packages, and processes.
- Recommendations on which service suits your goals.
- Technical Assistance
- Help with submitting documents for verification.
- Assistance with content approvals, media placement drafts, and review requests.
- Troubleshooting issues with our website or client dashboards.
- Service-Specific Assistance
- GKP: Guidance on eligibility, verification updates, and troubleshooting if delays occur.
- PR & Media: Support in content approval, publication timelines, and link verification.
- ORM: Monitoring updates, suppression strategies, and progress reports.
- Social Growth: Strategy adjustments, campaign reporting, and engagement insights.
- Post-Delivery Support
- Confirming successful publication or GKP setup.
- Addressing any errors or broken links.
- Providing clarity on how to maintain long-term credibility.
3. Support Channels
We provide multiple ways to reach our support team:
- Email Support: hello@anguler.com (primary and official channel)
- Phone Support: +91 92745 20512 (business hours only)
- In-Person Appointments: Available at our office in Vesu, Surat, Gujarat, INDIA, upon prior booking
- WhatsApp / Chat Support: For quick updates and smaller queries (available for subscribed clients)
4. Support Hours
- Standard Hours: Monday to Saturday, 9:00 AM to 7:00 PM (IST)
- Closed: Sundays and National Holidays in India
- Emergency Support: Limited availability for enterprise clients requiring urgent ORM or PR assistance outside standard hours.
5. Response Times
We commit to the following response times:
- General Queries (Email): 24–48 business hours
- Service Delivery Issues: 24 hours or less
- Enterprise Clients: Priority response within 12 hours
- Phone Calls: Immediate assistance during working hours
If a query requires deeper investigation, we will acknowledge your request and provide an estimated resolution timeline.
6. Responsibilities
Our Responsibilities:
- Deliver support in a professional, respectful, and timely manner.
- Provide accurate and transparent updates on service progress.
- Safeguard your data and respect confidentiality at all times.
- Inform you in advance if delays or challenges arise.
Client Responsibilities:
- Provide accurate and complete information when requested.
- Respond promptly to document, content, or approval requests.
- Respect our working hours and communication protocols.
- Use official communication channels for sensitive queries.
7. Limitations of Support
While we aim to offer comprehensive support, the following are not covered under standard support:
- Legal disputes or court proceedings relating to reputation issues.
- Guaranteed removal of all negative search results (ORM focuses on suppression and management).
- Issues caused by misinformation provided by the client.
- Services outside the purchased package (e.g., Wikipedia creation, Forbes placements if not included).
- Offline reputation matters unrelated to digital visibility.
8. Escalation Matrix
If your issue is not resolved within the promised timeframe, you can escalate:
- Level 1: Support Executive – hello@anguler.com
- Level 2: Support Manager – escalation@anguler.com
- Level 3: Founder’s Desk – harsh@anguler.com (critical issues only)
We aim to resolve escalated cases within 5 business days.
9. Service-Specific Support Details
(a) Google Knowledge Panel (GKP)
- Eligibility checks conducted before project approval.
- Continuous updates during submission and verification stages.
- Support in case of unexpected delays from Google’s end.
(b) PR & Media Placements
- Drafts shared with clients before submission.
- Publication links delivered with screenshots.
- Replacement offered if a link goes offline within 90 days (for eligible outlets).
(c) ORM (Online Reputation Management)
- Regular reporting of suppression progress.
- Guidance on content strategies to boost positive visibility.
- Monitoring for recurrence of harmful results.
(d) Social Growth & Branding
- Monthly strategy updates and performance check-ins.
- Support in optimizing profiles and content approach.
- Recommendations for next steps once growth targets are achieved.
10. Enterprise and Custom Support
Clients under Enterprise Plans receive additional benefits:
- Dedicated account manager.
- 24/7 monitoring for urgent ORM cases.
- Priority placement and escalation privileges.
- Monthly strategy calls and performance reviews.
11. Service Guarantees
We guarantee:
- GKP: Delivery if eligibility is confirmed before onboarding.
- PR Placements: Guaranteed publishing in the outlets listed in the purchased package.
- Support Quality: Respectful, timely, and transparent communication.
Please note: guarantees apply only to explicitly listed deliverables in your package.
12. Client Confidentiality
We treat all client information, documents, and campaigns with strict confidentiality. Every team member signs a non-disclosure agreement (NDA). Data shared for PR, ORM, or branding will never be sold or misused.
13. Feedback & Improvements
We value feedback to improve our support system. Clients can share suggestions at feedback@anguler.com. Every suggestion is reviewed by our leadership team to make support better, faster, and more reliable.
14. Policy Updates
This Support Policy may be updated from time to time. Any changes will be posted on our website with a revised “Last Updated” date. Significant changes will also be communicated via email.
15. Contact Us
For any support needs, please reach out:
Anguler
📍 Address: Vesu, Surat, Gujarat, INDIA
📧 Email: hello@anguler.com
📞 Phone: +91 92745 20512
🌐 Website: anguler.com
