Support Policy Page

At Linkage International Shipping and Forwarding (Import and Export) LLC, we are committed to providing exceptional support to our clients across all stages of the logistics and freight forwarding process. Our Customer Support Policy outlines how we deliver assistance, handle inquiries, and ensure continuous service quality.

1. Our Commitment to You

We aim to:

• Respond to all customer inquiries promptly and professionally.

• Provide accurate and up-to-date information regarding shipments, pricing, and documentation.

• Resolve issues efficiently and transparently.

• Deliver customer service that aligns with our core values of honesty, reliability, proactiveness, and knowledge.

2. Support Channels

You can reach our customer support team through the following channels:

• Phone Support: [Insert Phone Number]
  Available: Sunday to Thursday, 9:00 AM – 6:00 PM (GST)

• Email Support: [Insert Support Email Address]
  Response time: Within 24 hours (business days)

• On-Site Support:
  Head Office – [Insert Full Office Address]
  Walk-in hours: 9:00 AM – 5:00 PM, Sunday to Thursday

• Emergency Support (After Hours):
  For time-sensitive shipments or customs-related emergencies, we offer limited after-hours support. Please contact your account manager or use our emergency hotline: [Insert Emergency Contact Info]

3. Support Services Provided

We provide support for the following:

• Shipment tracking and status updates

• Booking inquiries and scheduling

• Customs clearance assistance

• Documentation guidance (Invoices, Bills of Lading, Certificates, etc.)

• Rate and quotation clarifications

• Claims assistance (for lost or damaged goods)

• Warehousing and storage coordination

• Service feedback and escalation

4. Response & Resolution Time

Note: Resolution times may vary based on the complexity of the issue and involvement of third parties (e.g., carriers, customs authorities).

5. Escalation Procedure

If you are not satisfied with the support provided or the resolution timeline, you may escalate the issue by:

1. Contacting your assigned account manager.

2. Requesting escalation to a support supervisor.

3. Emailing our escalation desk at: [Insert Escalation Email]

All escalated issues will be reviewed by our management team and addressed within 48 hours.

6. Customer Responsibilities

To help us serve you better, please ensure that you:

• Provide accurate and complete shipment and contact information.

• Share all relevant documentation promptly.

• Clearly explain the issue or concern with relevant reference numbers.

• Cooperate respectfully with our support team.

7. Continuous Improvement

We actively monitor feedback and customer satisfaction to enhance our services. You may receive surveys or follow-ups after your support case is closed. Your feedback is valuable to us and helps us grow.

8. Policy Updates

This policy may be updated periodically. Any changes will be reflected on this page, and the date at the top will be updated accordingly.