Welcome to City Net Service! We are committed to providing exceptional support for our internet services and internet-related products. This Support Policy outlines how we assist our customers, the channels available for support, and our response times.

1. Support Coverage

Our support services cover the following areas:

• Internet Services: Troubleshooting connectivity issues, service outages, speed concerns, and account management.
• Product Support: Assistance with setup, installation, and usage of internet-related products purchased from City Net Service.
• Billing and Payments: Queries related to bills, invoices, transactions, and refunds.
• General Inquiries: Assistance with general questions about our services, products, or policies.

2. Support Channels

Customers can reach us through the following channels:

• Phone Support: Call us at +91 99999 99999 for immediate assistance.
• Email Support: Send your queries to support@citynetservice.com. We aim to respond within 24 hours.
• Live Chat: Access our live chat support through our website for real-time assistance during business hours.

3. Support Availability

Our support team is available during the following hours:

• Monday to Saturday: 9:00 AM to 9:00 PM
• Sunday: Limited support for critical issues only (10:00 AM to 6:00 PM)
• Holidays: Support may be limited; please check our holiday schedule on our website.

4. Response Time

We strive to address customer issues promptly. Our typical response times are:

• Phone Support: Immediate during business hours.
• Email Support: Within 24 hours on working days.
• Live Chat: Within a few minutes during business hours.
• On-Site Visits: Scheduled within 48-72 hours for technical issues that cannot be resolved remotely.

5. Support Limitations

While we aim to provide comprehensive support, the following are outside our scope:

• Support for third-party devices or software not purchased through City Net Service.
• Issues arising from customer negligence, improper use of equipment, or tampering with devices.
• Assistance with personal devices beyond basic connectivity support.

6. Escalation Process

If your issue is not resolved to your satisfaction, you can escalate it:

• Step 1: Request a supervisor during a phone call or chat session.
• Step 2: Email your concern to escalations@citynetservice.com with details of the unresolved issue.
• Step 3: If still unresolved, contact our customer relationship team at +91 88888 88888.

7. Customer Responsibilities

To ensure smooth support, customers are expected to:

• Provide accurate and complete information about the issue.
• Follow the troubleshooting steps suggested by our support team.
• Maintain the integrity of equipment and software provided by City Net Service.

8. Contact Us

For any questions or concerns regarding our Support Policy, please reach out:

• Email: support@citynetservice.com
• Phone: +91 99999 99999
• Office Address: City Net Service, [Your Address], [City], [State], [Postal Code]

Thank you for choosing City Net Service. We are dedicated to providing reliable and efficient support for all your internet and product needs!