At Udio, we are not just a service provider; we are your support partner. We understand that when you have questions or need assistance, you want answers fast. That's why we've designed our customer service standards with you in mind, to ensure you have a reliable and seamless experience with our platform.

Please note that the level and availability of our support depends on your selected Udio package. If you are unsure what is included in your personal package, please reach out and we are happy to walk you through.

The below agreement is subject to change.

Self-Service Infrastructure: 

For quicker access to information, we offer a comprehensive self-service portal. Here, you can find answers to common questions, access updated help content, such as videos and guides. This not only saves you time, but also empowers you to address your queries independently.

Multichannel Support: 

We understand that everyone has their preferred mode of communication. You can reach us through various channels, including email, phone and WhatsApp during regular business hours (WST). On top of providing personal support, we encourage our customers to make use of our help resources, such as our 'Help Centre' within Udio, our Training Videos, Training Manual or our Facebook Group.

Support Availability: 

Telephone Support: 

Please note that our telephone support is only available to members in our Pro or Elite package.

• 7:00am to 4:00pm (WST) Monday to Friday
• Calls received outside of office hours will be answered in a timely manner, however, no response can be guaranteed until the next working day

Email Support: 

• Monitored 7:00am  to 4:00pm (WST) Monday to Friday
• Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day

During our regular business hours, our dedicated support team aims to provide you with timely answers. You can typically expect a response within a few hours after reaching out. Please note, that queries towards the end of a business day might not be answered until the next business day.

Tiered Response Times:

We understand that some issues can't wait and require immediate response and resolution. For critical matters, we offer tiered response times. Our team will be at your service to resolve these issues as swiftly as possible.

To ensure your query receives the appropriate level of responsiveness, we kindly ask you to triage your issue according to the following criteria: 

High Priority Queries: 

We agree that all of the below require immediate attention. Please allow 0-8 hours response time.

1. System Downtime or Critical Errors: 

Any issues that cause your platform to become unavailable or disrupt your users' operations.

2. Security Vulnerabilities: 

Potential security breaches, data leak, or any vulnerabilities that could comprise user data.

3. Loss of Important Data:

If a customer faces data loss or corruption issues that affect their operations, this issue should be addressed promptly.

4. Regulatory Compliance Concerns:

Queries related to legal and compliance matters, such as changes in regulations that impact your services, should be handled urgently.

Medium Priority Queries: 

While we understand that the issues can cause inconvenience, please allow between 24-28 hours for us to respond.

1. Functional Errors:

Non-critical issues that impact the functionality of your platform but do not render it entirely unusable.

2. Account Access Issues:

Problems with logging in, password resets, or other account-related queries.

3. Billing and Payment Issues: 

Queries related to incorrect charges, payment failures, or disputes over financial transactions that directly impact your customers' finances.

Low Priority Queries: 

We appreciate that these queries hold importance, they do not require a time-sensitive response. Please allow until the next business day for a response.

1. General Inquiries: Questions related to your services, platform features, or standard operating procedures.

2. User Feedback and Enhancement Requests: Feedback on the user experience, requests for minor enhancements, and general feedback.

3. Training and Educational Queries: Customer requests for training, educational materials, or assistance with using features.

Proactive Issue Resolution: 

We promise that we proactively identify and resolve potential issues before the impact our customers. This could involve regular system health checks or automated notifications about known problems and their anticipated resolution times.

Personalised Onboarding Assistance:

We provide personalised onboarding support for new customers. This includes dedicated onboarding specialists, training sessions, and guidance to help customers make the most of Udio from the start.

Performance-Driven Uptime:

For our uptime guarantee, please read this document.

Feature Enhancement Commitment:

We are committed to regularly enhancing and updating Udio based on customer feedback. We highly encourage our customers to submit their feedback via email, we then identify the value for our entire customer base and scope it.

Data Security Assurance:

Your data will be handled with the highest level of security and compliance, please view this document for the full scope of our data agreement.

End-to-End Issue Ownership:

Our support team will take ownership of issues from start to finish, even if resolution requires collaboration with third-party vendors or integrations.

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